Manage a portfolio of customers from onboarding through renewal and expansion; run strategic check-ins; drive adoption and measurable value; translate customer feedback into product requests; identify expansion opportunities; keep stakeholders aligned; act as customers' internal advocate.
Company Description
BackOps is at the forefront of supply chain intelligence, leveraging advanced AI to optimize logistics processes. Our solutions empower logistics teams to maximize efficiency and focus on mission-critical initiatives. We are dedicated to transforming the supply chain industry through innovative technology and data-driven insights.
About the Role
We're looking for a Customer Success Manager who thrives on building deep customer relationships and driving measurable value. You'll own a portfolio of accounts across some of the most forward-thinking companies in logistics and supply chain — serving as their trusted advisor, strategic partner, and internal champion.
This role is about understanding your customers' goals so well that you can proactively surface opportunities, guide adoption, and help them grow. You'll collaborate closely with product and engineering teams to ensure customer needs shape what we build — but your north star is always the customer relationship and their outcomes.
What You'll Do
- Own the end-to-end relationship with a portfolio of customers, from onboarding through renewal and expansion.
- Run regular strategic check-ins to track performance, surface insights, and align on priorities.
- Develop a deep understanding of each customer's business goals and workflows to deliver proactive, high-value recommendations.
- Translate customer feedback and pain points into clear product requests, partnering with internal teams to drive solutions.
- Identify and develop expansion opportunities, collaborating with sales leadership to grow accounts.
- Keep stakeholders — both customer-side and internal — aligned, informed, and moving forward.
- Serve as the internal voice of your customers, driving urgency and visibility around what matters most to them.
What We're Looking For
- 5+ years in a customer-facing role (Customer Success Manager, Account Manager, or similar).
- Proven track record of building trusted, long-term relationships with business stakeholders.
- Strong communicator — able to distill complexity into clear, actionable insights for any audience.
- Sharp organizational skills with a relentless focus on follow-through; nothing falls through the cracks on your watch.
- Commercially minded — you think about retention, growth, and value delivered in equal measure.
- Comfortable working cross-functionally with product and engineering teams, even if you're not technical yourself.
- Startup DNA: adaptable, curious, and energized by owning outcomes in a fast-moving environment.
Bonus Points
- Experience in logistics, supply chain, or operations-heavy industries.
- Background in SaaS or data-driven products.
- Familiarity with process improvement, workflow automation, or systems integrations.
Benefits & Perks
We take care of our team so you can do your best work.
- Competitive salary and performance-based incentives
- 401(k) plan
- Comprehensive health, dental, and vision coverage
- Daily meals and snacks provided in-office
- Hybrid schedule
- FTO
- Regular team bonding events, offsites, and learning opportunities
Similar Jobs
Big Data • Cloud • Software • Database
Manages strategic G2000 customer accounts for MongoDB, advising C-suite and technical leaders on database roadmaps, consumption growth, retention, and business outcomes. Responsibilities include customer business reviews, account planning, forecasting, risk mitigation, executive advocacy, cross-functional resource coordination, and influencing product strategy. The role orchestrates complex migrations and modernization initiatives while translating technical performance into strategic value and revenue realization.
Top Skills:
AWSGCPAzureMongoDBMongodb Atlas
AdTech • Artificial Intelligence • Digital Media • Marketing Tech • Social Media • Software • Generative AI
Own and grow a portfolio of enterprise agency partners as their primary contact. Drive product adoption, provide consultative guidance on social and programmatic advertising, enable agencies via training and enablement programs, collaborate cross-functionally to align resources, gather agency feedback for product roadmap, and support retention, expansion, and strategic agency development.
Top Skills:
GoogleMetaPinterestProgrammatic AdvertisingSmartly PlatformSnapSocial Advertising PlatformsTiktok
Marketing Tech • Social Media • Software • Analytics • Business Intelligence
Manage a book of ~60 enterprise customers to drive adoption, retention, and expansion of Sprout's social media platform. Build executive relationships, run success cadences (MBRs, EBRs), surface risks, collaborate on renewals, and use data and generative AI tools to create ROI narratives and accelerate work. Partner with onboarding, professional services, and renewals to meet retention and growth KPIs.
Top Skills:
ClaudeGoogle SuiteGainsightGeminiSalesforceSprout SocialTableau
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
