What are the responsibilities and job description for the Customer Success Representative position at SONAR?
SONAR is the leading provider of global supply chain intelligence. Our mission is to bring transparency to all parts of the supply chain so that transparency and intelligence lead to better decision-making and performance.
About the Role:
As a Customer Success Representative, you will own a portfolio of customer accounts and serve as their day-to-day point of contact after onboarding. You will build strong relationships, deliver an excellent customer experience, provide ongoing training, and run recurring check-ins to keep customers engaged and getting value from SONAR.
This role is focused on driving retention and identifying upsell opportunities within your portfolio, while partnering with Onboarding, Product, and Sales to resolve issues and support customer growth.
Key Responsibilities:
Portfolio Management & Retention
● Own and manage a portfolio of customer accounts, building strong day-to-day relationships.
● Work to retain customers within your portfolio by proactively addressing needs and concerns.
● Identify and support upsell and cross-sell opportunities within assigned accounts.
● Monitor account health and usage, flagging at-risk accounts and escalating as needed.
● Maintain accurate account records and notes within CRM and Customer Success platforms.
● Customer Experience & Training
● Deliver an excellent, consistent customer experience across every interaction.
● Provide ongoing product training and refreshers to help customers get the most value from the platform.
● Respond to customer inquiries and requests promptly and professionally.
● Partner with internal Customer Success support functions to resolve customer issues.
Recurring Engagement & Communication
● Schedule and lead recurring check-ins and business reviews with customers to review progress and goals.
● Gather customer feedback during regular touchpoints and share insights with internal teams.
● Keep customers informed of new features, product updates, and best practices.
● Collaborate with Onboarding, Product, and Sales to ensure a seamless customer journey.
Requirements
● 1-3 years of experience in customer success, account management, or customer service.
● Strong communication and relationship-building skills.
● Ability to manage a portfolio of accounts and prioritize competing needs.
● Comfortable delivering training and presenting to customers.
● Familiarity with CRM and Customer Success platforms.
● Experience in freight brokerage, logistics, or transportation is a plus.
● Strong problem-solving skills and a customer-first mindset.
● Willingness to travel occasionally to customer locations as needed.
Why Join SONAR?
● High-impact role with direct influence on customer retention and the forward progress of the transportation
industry.
● Opportunities for growth in a fast-paced, innovative SaaS company.
● Collaborative culture with a customer-first mindset.
● Opportunities to engage with brokers, shippers, and carriers as you build your portfolio.
- SONAR is an equal opportunity employer.