What are the responsibilities and job description for the Success & Implementation Manager position at Carga?
About the Role
At Carga, we power critical maritime operations through real-time AIS tracking, terminal management, vessel nomination, and advanced analytics. As a Customer Success & Implementation Manger, you’ll be the primary point of contact for onboarding new clients, configuring solutions, training users, and ensuring continued customer satisfaction across a diverse set of accounts.
This role includes onboarding project management, client advising to drive software outcomes, client retention, and long-term product adoption.
This is an ideal opportunity for someone who thrives in fast-paced environments, enjoys cross-functional collaboration, and can shift between high-level strategy and hands-on execution.
Location: Houston, TX in office, on-site Reports to: Head of Revenue
Key Responsibilities
Implementation:
- Lead onboarding projects for new clients across all product lines
- Work directly with clients to manage configuration, and deployment of technical solutions
- Conduct technical configuration, user setup, and integration coordination
- Own customer timelines, kickoff calls, training sessions, and go-live planning
- Collaborate with Product & Support teams on any custom setup or edge-case deployment
- Document processes and contribute to internal playbooks and knowledge base
Customer Success & Relationship Management:
- Deliver engaging, tailored training sessions (virtual and onsite) to users ranging from analysts to senior executives.
- Serve as the day-to-day contact for a portfolio of accounts (Platinum/Silver/Gold)
- Conduct 30/60/90 day check-ins, QBRs, and value audits for each client
- Monitor product usage, satisfaction, and proactively address gaps
- KPIs can include NPS, CSAT, Account Renewals
- Collaborate with Sales to enhance Customer Satisfaction, Client Engagement, Expansion Opportunities
- Proactively engage with clients to discover actionable insights
Technical Support & Troubleshooting:
- Provide first-line support on product-related questions, configurations, and usability.
- Involve Support Team when needed to ensure issue resolution in a timely manner
- Escalate technical issues to product or engineering teams with proper documentation.
- Ensure timely resolution and follow-up for customer-reported issues.
Qualifications:
- 2–4 years in customer success, implementation, technical support, or maritime SaaS operations
- Excellent communication and client-facing skills
- Experience managing onboarding timelines and delivering live/remote product training
- Working knowledge of APIs, software integrations, or data reporting tools
- Highly organized, adaptable, and proactive.
- Ability to develop rapport and maintain strong working relationships with internal teams such as Sales, Marketing, Support, Product, and external client teams
- Customer-oriented, professional appearance, detail-oriented
Plus, not required:
- Maritime, logistics, terminal operations, Oil & Gas experience
- HubSpot, Salesforce, or Jira proficiency
- Familiarity with AIS data, fuel burn analysis, or marine ERP systems
- Bilingual (English/Spanish) a plus
KPIs / Success Metrics:
- Onboarding completion time & CSAT
- NPS and health score improvement across portfolio
- Logo retention rate
- Adoption of key features (reporting, alerts, API)
- QBR cadence and renewal readiness
Compensation & Benefits
- Competitive base salary performance bonus
- Health, dental, and vision insurance
- 401(k) with match