Customer Success Manager

About TradeWindow

At TradeWindow, we create innovative and intelligent software solutions used by leading exporters and freight forwarders. Our mission is to re-define the way businesses establish trust and share information across global supply chains. Inspired by a team of talented thinkers, an amazing culture, and strong growth trajectory – we strive to challenge the definition of possible.

Since launching in December 2018, we have grown rapidly to become a multinational team of talented professionals with operations spanning Australia, New Zealand and the Philippines. We are listed on the New Zealand Stock Exchange and are looking for highly skilled, motivated, and resourceful people to join our journey.

About the Role

As a Customer Success Manager, you will support and nurture a portfolio of B2B clients, helping them achieve success with our products and services. A solid background in shipping, logistics, export, import, freight forwarding, or customs broking is essential, as you will use this industry expertise to guide customers, translate real-world processes into product value, and provide meaningful insights. You will play a key role in driving product adoption, ensuring customer satisfaction, and contributing to retention, advocacy, and revenue growth across your portfolio.

Key Responsibilities

• Build and maintain strong relationships with customer stakeholders, understanding their goals, challenges, and operational context.
• Use your shipping or trade industry background to provide practical guidance, best practice advice, and product insights tailored to customer workflows.
• Drive product adoption and engagement through regular check-ins, data insights, and strategic conversations.
• Act as a point of contact for customer inquiries, coordinating internally to resolve issues and deliver timely solutions.
• Manage project timelines, milestones, and deliverables for customer implementations and custom solutions.
• Gather and relay customer feedback to internal teams to influence product development and improvements.
• Support retention strategies and identify opportunities for upselling or expanding customer accounts.
• Support and contribute to goals based on retention, revenue growth, and customer advocacy, ensuring your portfolio remains healthy and engaged.
• Identify and assess opportunities for upselling, cross-selling, or expanding customer accounts.

Qualifications

• Minimum of 3 years' experience in a Customer Success, Account Management, Project Management, or similar client-facing role.
• Background in shipping, logistics, export, import, freight forwarding, or customs broking is required, with a strong understanding of commercial and operational processes within the trade ecosystem.
• Previous experience in a SaaS or technology-driven company working with B2B customers.
• Excellent verbal and written communication skills.
• Strong stakeholder management skills and the ability to build lasting professional relationships.
• Proven ability to manage multiple projects simultaneously and prioritise effectively.
• Comfortable using CRM systems, project management tools, and customer engagement platforms.
• Proactive, self-motivated, and highly organised with a customer-first mindset.

Why Join TradeWindow?

• Be part of a fast-growing company revolutionising the freight industry.
• Work with a passionate, collaborative team dedicated to customer success.
• Opportunities for professional growth and continuous learning.
• Competitive salary and performance-based incentives.
• Hybrid working options.

If you're passionate about customer success, sales, and the freight industry, we'd love to hear from you