Senior Customer Success Manager (Supply chain experience) - LSP

Why LSP44? 

LSP44 is the AI-native agent and API infrastructure company for logistics service providers - the 3PLs, freight forwarders, and brokers who move the world’s freight. Built on more than a decade of the largest logistics data graph and carrier network on Earth (280,000+ carriers, 1.5 billion shipments, 706 million carrier events processed daily), LSP44 gives LSPs the AI agents, carrier infrastructure, and developer capabilities to embed intelligence directly into their own products and workflows. 

LSP44 isn’t a startup chasing a market - it’s the original infrastructure project44 built starting in 2014, and nine of the world’s ten largest logistics service providers already run on it. LSP44 launched profitable on day one, with its own sales, engineering, and product leadership, and a mandate to move at the speed of the LSPs it serves. 

If you want to build technology that ships in days instead of quarters, that LSPs embed directly into how they operate, and that’s grounded in more data and context than anyone else in the category - we should talk. 

AI at LSP44 

Every LSP44 team member is expected to be an intelligent, hands-on user of AI - and for Product, that bar is even higher: the products you’re defining are AI agents. We don’t expect everyone to be a data scientist, but we do expect everyone to identify where AI adds value, direct it effectively, evaluate its outputs critically, and govern it responsibly, in your own workflow and in the products you build. 

What you’ll be working on:

Shift Time

4:00 PM - 1:00 AM IST

About The Role

• You will act as the primary owner of a base of tech-touch customers and create a customer lifecycle journey for customers in this group.
• You will be amongst the first product specialists in this relatively new role, and therefore be able to help develop and craft the strategy.
• You will be responsible for the research, planning, coordination, and execution of launching tech-touch customer success service programs to drive on-boarding, engagement, renewal, and expansion.
• Drawing on usage data and other information, you will craft a segmented approach to engaging and providing self-guided solutions to tech-touch customers.
• Once established, you’ll continue to optimize consumption, adoption and monitor measures to understand how we’re doing and how we can learn and improve.
• You will help our tech-touch customers feel valued and supported through targeted emails, health scores, usage triggers etc – creating a tailored yet scalable approach to customer success of this segment of customers.
• You'll have the opportunity to collaborate cross functionally (Product, Carrier-facing teams etc.) and support your teammates on projects and through knowledge sharing.
• You'll contribute to the product input feedback process to ensure constant and valuable customer input is available to the team and advocate and prioritize as required.
• Shift Timings: 4pm IST to 1am IST (You will be managing North American customers)

About You

Basic Qualifications

• 5+ years relevant work experience in a Customer Success Tech Touch, Product Specialist, or Project Management role
• Experience working in SaaS companies

Other Qualifications

• Motivated to learn and grow knowledge around all aspects of a successful product, project and transformational change in organizations
• Good interpersonal skills; internal and external, written and verbal communication are important in this role
• Ability to present and interact with business teams with ease and integrity
• Analytical and process-oriented
• A desire to incorporate feedback and personally grow as a team member
• Experience with Jira and salesforce is highly preferred

Technologies We Use

• Jira
• Confluence
• Zendesk
• TextExpander
• Salesforce

Work from office expectations: This role requires you to operate from office all 5 days in a week.

In-office Commitment: This position requires a commitment to contribute to our collaborative culture by working in-office five days weekly. 

Diversity & Inclusion: 

We're designing the future of how the world moves and is connected through trade and global supply chains. We can only deliver a truly world-class product and experience if our teams are as diverse and unique communities we are building for. So it's up to us to create a company where anyone can bring their authentic self to work everyday. We're constantly working to improve, and we accept our responsibility to elevate the voices left in the margins. It's on every one of us.

Our focus on inclusion manifests in the way we hire, the customers we serve, and the regions we prioritize. We're building a company that every one of us at project44 is proud to work for: a company that celebrates you for being you.