We are looking for a proactive, impact-driven Customer Success Manager to own the post-onboarding lifecycle for enterprise accounts in the APAC region. In this role, you will be the ultimate champion for user adoption, platform value realization, and cross-functional coordination. You will bridge the gap between commercial strategy and day-to-day execution, ensuring our forwarder and shipper clients fully leverage the power of the Freightos platform.

If you excel at turning technical escalations into seamless customer experiences, driving user engagement, and protecting revenue streams through deep product expertise, we want to hear from you.

Responsibilities

Drive Platform Adoption Account Health

- Own the post-go-live lifecycle for designated regional accounts to maximize user adoption and platform value.
- Proactively monitor account health to identify low-usage trends, friction points, and churn risks early.
- Identify expansion opportunities by helping customers scale usage across new workflows and internal teams.
- Partner with Sales / Account Management by providing regular updates on client health, risks, and growth signals.

Deliver Enablement Training

- Lead post-onboarding training sessions, advanced product refreshers, and best-practice workshops for clients.
- Ensure a smooth transition for customers moving from initial onboarding into long-term customer success.
- Support scalable education by contributing to user documentation, training guides, and self-service content.

Client Escalations Management

- Act as the primary customer point of contact for complex, high-priority, or post-go-live technical issues.
- Coordinate cross-functionally with Operations, Product, Engineering, PMO to build clear resolution paths.
- Provide customers with clear and timely updates throughout the lifecycle of key customer requests and critical escalations.

Enable Commercial Teams Feedback Loops





- Absorb non-commercial operational tasks to free up Sales and Account Management teams for revenue-generating activities.
- Maintain clear boundaries by supporting adoption and customer experience without taking on commercial quota or contract ownership.
- Translate customer insights and product feature gaps into structured feedback for the Product and Operations teams.

Basic requirements

- 2+ years of experience in Customer Success, Customer Experience, Account Management, Solution Consulting, Implementation, or high impact customer facing role
- Strong experience working with B2B SaaS, logistics technology, freight forwarding, marketplaces, or supply chain solutions.
- Experience managing enterprise, mid-market, or strategic customers.
- Strong understanding of the post-golive customer lifecycle, including adoption, enablement, customer health, retention, and value realization.
- Ability to identify churn risks, adoption gaps, and customer experience issues early.
- Strong communication, stakeholder management, and problem solving skills.
- Ability to work cross-functionally with Sales, Account Management, Product and Operations
- Comfortable creating structure in a fast moving environment where ownership is not always clearly defined.
- Strong documentation and process mindset.
- Robust verbal and written English communication skills. Relevant regional language skills (Hindi, Chinese, Korean, for example) are a strong plus.
- Experience working with customers across multiple time zones.

Preferred requirements

- Experience in freight forwarding, logistics, air freight, ocean freight, procurement, rate management, or digital freight platforms.
- Experience with Salesforce, Zoho, Jira, Confluence, support tools, or knowledge base systems.
- Ability to understand technical topics such as APIs, integrations, platform configurations, or customer workflows at a business level.

Disclaimer : This job posting has been aggregated from external source. Role detailscontentand availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Success Manager - APAC (Mumbai)
🏢 Freightos
📍 Mumbai