Customer Success Manager

Job description

**About Us:** Outpost is building the backbone of freight. We’re reinventing how supply chain infrastructure works in America with carrier agnostic truck terminals. As a vertically integrated real estate, operations, and technology company, we acquire and operate mission-critical real estate across the country to serve the largest logistics providers in the world. Backed by $1B from Greenpoint Partners, we’re scaling and building the most valuable logistics network in the country. We thrive on accountability, integrity, and a shared drive to raise the bar. If you’re excited to reshape the industry alongside a high-performance team with a championship mindset that executes relentlessly, welcome aboard. **Role Summary:** Outpost Gate Automation (OGA) replaces the manned guard shack with computer vision and remote operators. When it works, a driver rolls up, the system reads the tractor, trailer, and paperwork, and the gate opens without a human touching anything. When it does not work, a truck sits at a gate and a customer’s yard backs up. The distance between those two outcomes is almost never technology, it is how well we understood the customer’s operation before we configured the system. This role owns that understanding for the life of the account. Upfront discovery is run by Product, Field Ops, and Onboarding, with this role informed throughout, present in the sessions, current on the artifacts, able to defend the operational picture before inheriting it. Ownership transfers at handoff and does not move again: they close open discovery items, force the hard configuration decisions to be signed before build, run hypercare after go-live, and own the relationship through steady state and expansion to the next site. **Key Responsibilities:** 1. **Launch and Hypercare** - Own the go-live window: escalation triage, exception review, and daily configuration tuning alongside Remote Operations and Engineering. - Run the hypercare cadence with the customer. Daily during week one, tapering to weekly and holding the line on exit criteria. Sites do not graduate to steady state because the calendar says so. 2. **Steady State** - Own the ongoing customer relationship: business reviews, escalation path, SLA performance, and renewal. - Monitor auto-open rate, escalation volume, and exception patterns per account. Diagnose whether a degrading metric is a configuration problem, a customer process change, a technology issue, or a training gap, and route it to the right owner with evidence. - Translate recurring customer friction into product requirements as the operational voice into the OGA roadmap. 3. **Expansion** - Identify and qualify expansion opportunities within the installed base. You have the operational visibility and the relationship; Sales owns the close. Bring the opportunity with evidence of utilization, throughput, customer-stated intent. - Flag where the new site diverges from the existing one before Onboarding starts. - Stay informed during Golden Scale discovery and countersign the handoff packet, same as a first launch. The account returns to you at go-live. **Qualifications:** - 5+ years in customer success, implementation, technical account management, or operations leadership — in a role where you owned an outcome, not just a relationship. - Direct experience in logistics, trucking, 3PL, warehousing, yard operations, or industrial field services; able to walk a yard and understand what you are looking at, and to hold a credible conversation with both a terminal manager and a VP of Operations. - Demonstrated ability to run structured discovery and produce written artifacts that survive contact with engineering, requirements, decision specs, and exception matrices. - Comfort saying no to a customer, and to internal stakeholders, when a request would compromise the configuration or the launch. This role exists partly to be a gate. - Working fluency with operational data; able to read a dashboard, spot a trend, and form a hypothesis without waiting for an analyst. - Willingness to travel 30–40%, including to sites that are gravel lots in industrial parks. **Preferred Qualifications:** - Experience launching hardware-plus-software or IoT products into physical operating environments, where a bug means a truck is blocked rather than a page fails to load. - SQL or BI tooling familiarity (Snowflake, Metabase, or equivalent). - Experience managing customers through a technology transition that eliminated headcount at their site. **Benefits:** - Title Commensurate with Experience - Comprehensive Benefits Package including Health, Dental, and Vision Insurance - 401(k) Retirement Plan Matching - 18 Paid Holidays - Unlimited PTO - Friday Team Lunches Outpost is an Equal Opportunity Employer and Prohibits Discrimination of Any Kind