What are the responsibilities and job description for the Customer Success Manager position at Envoy AI?
Role Overview
As a Customer Success Manager, you will lead onboarding, deployment, and ongoing success for customers. Your primary responsibility will be to partner with customers to document their standard operating procedures (SOPs) and translate them into AI-driven workflows. You will also drive product adoption, provide hands-on support, and serve as the voice of the customer to the Engineering team.
What You'll Do
Build: Collaborate with customers to understand their operations and design AI-powered workflows tailored to their needs.
Deploy: Lead customers through implementation and go-live, troubleshooting issues and ensuring a smooth rollout.
Document: Capture customer SOPs and create playbooks that enhance consistency and efficiency.
Support: Conduct regular customer check-ins to identify gaps, resolve challenges, and improve the overall experience.
Educate: Share best practices and provide ongoing training to help customers maximize value from AI agents.
Improve: Translate customer feedback into actionable insights for the Engineering team, helping shape product improvements and use cases.
Must Haves
5 years of experience in transportation/logistics, ideally within carrier or customer operations at a 3PL or freight brokerage
Proven track record of building relationships with Director-level stakeholders and above
Strong project management skills with experience leading cross-functional initiatives
Excellent verbal and written communication skills
Entrepreneurial mindset with a willingness to roll up your sleeves and solve tough problems
Passion for developing expertise in AI
Nice to Haves
Experience deploying AI-based products or automation tools
Previous startup or high-growth environment experience
Formal project management certification (e.g., PMP, CSM)