Customer Success Manager

Job Purpose & Summary

The Customer Success Manager (CSM) serves as a trusted commercial advisor to our enterprise clients, delivering a high-touch, white-glove experience that drives account integration, stickiness and long-term customer longevity.

Operating with a continuous margin-optimisation mindset, the CSM balances external customer advocacy with internal commercial discipline - facing into Pricing & Procurement, Operations and the wider business to foster a culture of ongoing margin improvement while delivering consistently against Gross Profit(GP) and Volume targets. 

By orchestrating Zencargo’s cross-functional expertise and aligning with customer supply chain strategies, the CSM expands Share of Wallet (SOW) and product adoption, ensuring mutual growth and maximum account profitability.

Key Responsibilities

1. White-Glove Customer Experience & Account Stickiness

• High-Touch Account Leadership: Deliver an exceptional, tailored white-glove experience across all touch points, acting as the primary entry point, advocate and lead for the customer within Zencargo.
• Customer Stickiness & Retention: Deepen operational and technology integration to embed Zencargo into the customer's core supply chain workflows - building long-term client dependency, driving retention, and securing multi-year account longevity.
• Proactive Experience Management: Anticipate customer needs, market disruptions and supply chain friction before they impact performance, maintaining elite customer satisfaction and brand advocacy.
• Executive Operating Rhythm: Own and conduct high-impact Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs) and other account management operating system meetings that reinforce Zencargo’s value proposition and influence long-term customer roadmaps.

2. Dual-Facing Commercial & Margin Optimisation

• Delivery Against Targets: Accountable for directly delivering against Gross Profit (GP), Volume and Revenue targets across the assigned enterprise account portfolio.
• Internal Margin Leadership: Champion continuous GP growth and protection, working with cross-functional teams to systematically identify and execute margin improvement opportunities.
• Collaborative Value Creation: Partner directly with customer decision-makers as a trusted commercial advisor, analysing supply chain data to identify efficiencies (e.g. mode shifts, routing optimisations, consolidation) that lower total customer cost while increasing Zencargo’s GP and Volume output.
• Commercial Terms & Pricing Governance: Lead internal negotiations with Procurement & Pricing (P&P) via internal systems (e.g. Prometheus) to establish optimal sell rates, maintaining accurate Rate Cards to protect baseline revenues and gross margins.

3. Pipeline Cultivation, Tenders & Capacity Strategy

• Pipeline Cultivation & Expansion: Cultivate, nurture and convert a robust pipeline of upsell opportunities to expand Zencargo’s Share of Wallet (SOW) across new lanes, geographies, and transport modes.
• Tender Ownership & Contract Renewals: Lead annual RFP/tender processes, contract extensions, and index-linked rate adjustment cycles for assigned accounts to safeguard existing volumes, lock in multi-year commitments and defend account profitability.
• Peak Season Planning & Capacity Allocation: Lead annual Peak Season forecasting and readiness strategies with clients to lock in volume commitments, secure space allocation, and optimize GP margins during volatile or constrained market periods.
• Quantified ROI Roadmaps: Build and own living Value Creation Plans per customer, tracking quantified ROI levers (e.g. transport spend reduction, working capital optimisation, productivity gains, CO2 reduction) to justify ongoing investment and expansion.
  
  

4. Cross-Functional Orchestration & Escalation Ownership

• Internal Team Facilitation: Serve as the central entry point into Zencargo, mobilising and coordinating a tailored account team across Solutions, Operations, Product, Finance, Pricing & Procurement and Executive leadership to deliver on the customer's strategic goals.
• Escalation Accountability: Act as the single point of internal accountability for inbound escalations, providing rapid, white-glove customer communication while coordinating cross-functional root-cause analyses and resolution plans.
• Risk & Service Oversight: Partner with Customer Excellence o monitor daily shipment flows, dwell times and Early Warning System (EWS) alerts to mitigate operational, commercial, or reputational risks.

5. Financial & Credit Control Management

• Credit & AR Governance: Monitor outstanding customer balances through tools such as UpFlow, ensuring Accounts Receivable stays strictly within Credit and Insurance limits.
• AP Relationship Management: Develop strong working relationships with customer Accounts Payable teams to streamline payment cycles, resolve billing queries swiftly, and minimise commercial risk.

Skills, Knowledge and Expertise

• Trusted Advisor Mindset: Exceptional ability to build trust up and down the scale, positioning yourself as an indispensable commercial and supply chain advisor to the customer.
• White-Glove Customer Focus: Uncompromising dedication to delivering elite customer experiences, with the empathy, poise and responsiveness required for enterprise accounts.
• Dual-Facing Commercial Strategy: Ability to navigate both internal and external stakeholders - building value-driven relationships with clients while fearlessly advocating internally for operational efficiency, margin discipline and GP optimisation.
• Cross-Functional Leadership: Proven capability to lead without formal authority, orchestrating specialists across Solutions, Operations, Product, and Leadership to execute complex customer strategies.
• Growth & Retention Drive: Strong instinct for cultivating sales pipelines, managing tender cycles, insulating accounts from competitors and driving long-term renewals.
• Logistics & Freight Forwarding Mastery: Deep knowledge of international freight forwarding, peak season
  dynamics, global supply chains, transport modes and market trends.
• Data & Financial Analysis: Skilled in extracting commercial insights from data to build compelling business cases and track margin performance.
• Systems Proficiency: Highly proficient in Google Workspace, data visualisation tools (e.g. ThoughtSpot), CRM systems, and internal operational platforms.
• Digital & AI Capability: High digital curiosity and adaptability, with a proven ability to leverage AI-driven tools, predictive analytics and automated logistics workflows to drive operational speed, enhance customer insights, and elevate the digital customer experience.

Benefits

From your start date

• 25 days holiday plus 8 days Bank and Public holidays annually
• Free eye tests, and contribution to eyewear (with qualifying conditions)
• One-off working from home set up budget of £150
• Company socials

After probation

• Workplace pension: employer contribution 3% and employee 5% of qualifying earnings. The employer contribution rises to 4% from your year 2 and 5% from year 3
• Private medical insurance, through salary sacrifice you can add dependents to the scheme 
• Salary sacrifice Bike2Work scheme
• Salary sacrifice Nursery Fees scheme
• Generous Referral Scheme
• Personal Learning and Development budget of £750 per 12 months
• 2 paid volunteering days annually
• Option to work 60 days per 365, self-funded, outside your country of residence

After six months’ continuous employment

• Enhanced Maternity, Paternity, Adoption and Shared Parental Leave and Pay