Customer Success Manager - Capacity

New York /
Customer Success /
We are Leaf

Leaf is on a mission to upend the way companies buy and sell transportation. Every year, billions of dollars, hundreds of megatons of carbon and millions of person-hours are wasted because the companies who ship goods and the companies who carry them aren’t upfront about their needs and abilities. Our platform finds ways for buyers and sellers to contract binding commitments for plannable and predictable freight and allows those contracts to be traded when needs change. In time, Leaf will become the hub through which the trillion-dollar American freight market is managed.

We are a team of experienced, smart, and mildly disagreeable troublemakers who like taking on unreasonably big challenges; we know how to build things, we’ve lived what’s broken in this industry, and we’re looking for bright, ambitious people to help us drag the transportation world kicking and screaming into the 21st century.

What does a Capacity Customer Success Manager do?

The Customer Success team is responsible for all stages of the customer relationship from on-boarding to retention. This includes support, services, adoption, advocacy, and outcomes. 

This role will focus specifically on our capacity customers, specifically Logistics Service Providers (LSPs), encompassing brokers, asset-based carriers, etc.

We are looking for a person that can help us build up our network of quality carriers/LSPs. The responsibilities include the following:
* Conduct outreach to carriers/lsps
* Explain pricing and gather customer pricing 
* Provide education about Leaf and our value proposition
* Document and communicate carrier activity and pricing internally
* Execute updates to the Leaf platform, as well as any other sources of informationFoster engagement / grow relationships with carriers/LSPsFacilitate platform product adoption

Additionally, the Capacity Customer Success Manager will be responsible for communicating with the internal accounts team to provide regular updates on carrier status and pricing intelligence.

Who makes a great Capacity Customer Success Manager?

You should be confident, inquisitive, relentless about asking questions until you understand something, and unafraid to acknowledge facts that don’t point in the direction you want them to. Be confident in uncertain situations, unassuming in new situations, and tenacious in asserting the facts you know. 

You must be able to articulate the Leaf value proposition and help the carrier/LSP targets and partners understand the opportunities.  You must also be able to explain the Leaf platform and pricing methodology in clear, articulate terms. 

Be willing to work with people you disagree with; be eager for criticism, and constantly searching for ways to do what you do better. Never be content with things the way they are, but don’t let the quest for something perfect prevent you from providing something valuable. 

Have a sense of humor and be prepared to use it liberally. 

Knowledge of the transportation industry, especially truckload, and experience working with LSPs is required. Additionally, it is helpful if you have:
* 2+ years’ experience in customer-facing organizationsIdeally combined background of post-sale and sales experience at a carrier, broker or LSP
* Deep understanding of value drivers in recurring revenue business models
* Analytical and process-oriented mindset
* Demonstrated desire for continuous learning and improvement
* Excellent communication skills
Who doesn’t?

What we’re trying to do is hard, because we’re asking for big changes from people who are usually very comfortable doing things the way they’ve always been done. There is a lot of frustration, and it’s easy to put a lot of work into something that doesn’t bear fruit. But we’re here to put a big dent in a gigantic industry, something we’ll all be proud of a decade from now.

We’re also a startup. Priorities change all the time, something’s always on fire, and there’s twice as much work to do as hands to do it. Its uncomfortable, new challenges surface constantly, and that means it’s up to you to manage how you spend your time in the midst of conflicting priorities. 

We’re well-funded, with advisors and investors who’ve built legendary companies. But we’re also deploying that capital aggressively, so you should expect uncertainty and discomfort.

If the above sounds daunting, you’re a perfectly sound and reasonable person who probably won’t fit in at Leaf. If this strikes you as an exhilarating milieu, well, let’s talk.

Leaf offers a very comprehensive compensation package including competitive base salary, variable compensation and health benefits.
Leaf Logistics is an equal-opportunity employer and we welcome applicants from all backgrounds. If you’re a passionate team player who wants to have an outsized impact on a diverse and dynamic team, we’d love to hear from you!