Customer Success Manager

About the role

Outpost is transforming freight logistics with automated truck terminals. This role ensures our computer vision and remote operations system, Outpost Gate Automation (OGA), performs optimally for clients. You will manage customer relationships from initial setup through ongoing operations and expansion, ensuring system configurations meet operational needs.

Key facts

What you'll do

• Oversee the initial launch period, managing escalations and fine-tuning configurations daily with engineering and remote operations.
• Lead the hypercare phase with customers, conducting regular check-ins and ensuring all exit criteria are met before transitioning to steady state.
• Maintain the ongoing customer relationship, handling business reviews, managing escalations, monitoring service level agreements, and facilitating renewals.
• Analyze operational data like auto-open rates and exception patterns to diagnose issues and route them to the appropriate teams.
• Translate recurring customer feedback into product requirements for the OGA development roadmap.
• Identify and qualify opportunities for system expansion within existing customer sites.
• Review new site plans for existing customers, noting any differences before onboarding begins.

Requirements

• 5+ years in customer success, implementation, technical account management, or operations leadership with a focus on outcome ownership.
• Direct experience in logistics, trucking, 3PL, warehousing, yard operations, or industrial field services.
• Proven ability to conduct structured discovery and produce detailed written requirements for engineering teams.
• Comfort in declining customer or internal requests that could negatively impact system configuration or launch.
• Working understanding of operational data, including the ability to interpret dashboards and identify trends.
• Willingness to travel 30-40% to industrial sites, which may include undeveloped locations.

Nice to have

• Experience deploying hardware-plus-software or IoT products in physical environments where system failures have significant real-world impacts.
• Familiarity with SQL or business intelligence tools such as Snowflake or Metabase.
• Experience guiding customers through technology transitions that resulted in workforce changes.

Skills & tools

• Computer vision systems
• Operational data analysis
• Configuration management
• Customer relationship management
• Project management
• SQL (preferred)
• Snowflake (preferred)
• Metabase (preferred)

Practical notes

• Comprehensive benefits package includes health, dental, and vision insurance.
• 401(k) retirement plan matching is provided.
• Enjoy 18 paid holidays and unlimited PTO.
• Friday team lunches are a regular perk.