CLIENT SUCCESS MANAGER - ELP

Position Summary

The Client Success Manager is responsible for day-to-day client ownership, service continuity, proactive communication, and relationship stewardship across an assigned portfolio of accounts. This role ensures clients experience Aries as one company with clear ownership, visible follow-through, and consistent support. The CSM serves as the primary point of coordination for client requests, ticket visibility, internal handoffs, and ongoing account health, while also identifying growth opportunities and escalating or partnering where deeper commercial penetration is needed.    

Core Responsibilities

• Own an assigned portfolio of managed accounts and serve as the primary relationship steward.
• Maintain day-to-day client continuity through responsive communication, follow-up, and issue coordination.
• Ensure all client requests follow the defined visibility process, including ticket creation and proper internal handoff discipline.
• Coordinate with operations, pricing, and internal teams to support clean execution and a consistent client experience.
• Monitor account health, service issues, exceptions, and at-risk signals before they become client attrition events.
• Ask commercial discovery questions and identify opportunities for additional divisions, contacts, modes, lanes, or service needs.
• Partner with CSA support on shared development accounts where additional outreach or penetration is needed.
• Document activity, notes, contacts, and next steps in HubSpot with discipline.
• Maintain clear ownership and visibility across assigned accounts, including lapsed, at-risk, and escalated accounts.
• Participate in weekly portfolio reviews and contribute updates on account status, service issues, reactivation efforts, and growth signals.
• Support controlled attrition prevention by taking action on lapsed or declining accounts within defined governance standards.  

Success Measures

• Client retention within assigned portfolio
• Service responsiveness and follow-through
• Account health and exception visibility
• HubSpot activity quality and ownership visibility
• Growth opportunity identification
• Contact, lane, mode, or division expansion support
• Lapsed account recovery participation
• Quality of internal coordination and handoffs  
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Qualifications

• Experience in logistics, transportation, supply chain, account management, customer success, or client service
• Strong communication and relationship management skills
• Ability to manage multiple accounts and priorities without losing visibility
• Strong internal coordination and follow-through
• Ability to identify client needs, friction points, and service risks
• Working knowledge of CRM discipline and account documentation
• Comfortable operating in a structured, process-driven environment
• HubSpot or CRM experience preferred
• CargoWise or logistics systems experience preferred

Behavioral Profile

• Organized and accountable
• Proactive, not just reactive
• Strong client communication instincts
• Good judgment under pressure
• Able to manage exceptions without losing control
• Commercially aware, even if not yet strategic-account level