What are the responsibilities and job description for the Customer Success Manager position at Takt?
Role Overview
Takt builds software that enables some of the world’s largest warehouse, distribution, and logistics organizations to create highly engaged and efficient teams. We empower operators at every level to improve performance, drive profitability, and grow their careers. In both our products and our people, we aim to reflect, represent, and advocate for warehouse and logistics teams globally.
We are seeking a Customer Success Manager (CSM) to join Takt’s Customer Success organization and own the post-implementation customer experience, guiding customers through adoption, maturity, and long-term value realization.
This role begins after implementation and go-live, partnering closely with the Implementation team during handoff and hypercare, and then assuming responsibility for ongoing customer success. The CSM is accountable for customer health, value realization, and sustained engagement over time.
This role is designed to support both scaled growth accounts and long-term strategic customers, depending on assignment and team needs.
This role is located in our Reston, VA office and may require up to 30–40% travel.
What You’ll Be Doing
Own Ongoing Customer Success
- Serve as the primary post-go-live point of contact for assigned customer accounts
- Build and maintain strong relationships across operational, technical, and executive stakeholders
- Act as a trusted advisor focused on long-term value, outcomes, and customer maturity
Drive Adoption & Value Realization
- Build and manage account charters, success plans, and value realization frameworks
- Ensure customers achieve expected ROI and business outcomes in the months following go-live
- Monitor platform usage, performance metrics, and adoption trends to identify risk and opportunity
Guide Customers Through Maturity Phases
- Move customers through defined maturity stages using structured playbooks and programs
- Support scalable adoption through Train-the-Trainer motions and repeatable enablement approaches
- Roll out new platform features and capabilities in alignment with customer readiness and goals
Account Health & Risk Management
- Proactively identify account health risks and partner cross-functionally to mitigate churn
- Track and manage at-risk accounts with clear action plans and stakeholder alignment
- Ensure a consistent, high-quality customer experience across a scaled book of business
Strategic Engagement & Cross-Functional Collaboration
- Lead strategic account motions such as executive reviews, MBRs, and roadmap discussions
- Partner with Implementation, Product, Support, and Account Management to ensure continuity and confidence post-go-live
- Support expansion initiatives when needed by advising on value, readiness, and solution fit (without owning commercial negotiations)
What You Should Have
- BA/BS degree or equivalent experience
- 3–6 years of experience in Customer Success, Account Management, Consulting, or related SaaS roles
- Strong understanding of customer success principles, adoption frameworks, and lifecycle management
- Experience managing a portfolio of accounts with varying maturity levels
- Comfort engaging with senior stakeholders and facilitating executive-level conversations
- Ability to bring structure to ambiguous problems and drive outcomes through influence
- Strong written, verbal, and organizational skills
Nice to Have
- Experience in supply chain, logistics, warehousing, or workforce management software
- Familiarity with maturity models, value frameworks, or ROI-driven success planning
- Experience operating in scaled CS motions
- Comfort with tools such as HubSpot, Zendesk, Linear, Gainsight, or similar platforms
How Success Is Measured
- Account maturity progression
- Customer performance improvement and value realization
- Percentage of accounts at risk or churned
- Customer engagement and satisfaction
- Effectiveness of cross-functional collaboration
Our Commitment to Inclusion
Ensuring a diverse and inclusive workplace where we learn from each other is core to Takt’s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and supportive place to work. Takt will ensure that individuals with disabilities are provided reasonable accommodations to participate in the interview process, perform essential job functions, and receive other benefits of employment.
Please note that visa sponsorship is not available for this position.
Misc
- A portion of Total Compensation is variable and intended to reward based on the lifecycle of the product