Customer Success Manager (SaaS)

Freight forwarding is a $200B+ industry you might not know about, but it’s the backbone of the global economy, ensuring goods move seamlessly around the world. Freight forwarders—like DHL, FedEx, and UPS—act as “travel agents” for goods, managing the complex operations that keep supply chains running.

Surprisingly, this critical industry remains largely untouched by modern software, with many processes still managed manually or through outdated systems. The eco-system is so fragile that one missed email can disrupt an entire shipment, leading to delays, poor service, and financial losses.

At Raft, we’re building an AI platform to automate freight operations. From auditing invoices and preparing customs filings to syncing information across systems, we empower operators to work more efficiently and accurately. The impact? Faster service, fewer errors, and more time for businesses to focus on growth and customer service.

We’re fortunate to have the support of top investors who are just as passionate as we do about transforming the industry, including Eight Roads (Alibaba, Spendesk, Toast), Bessemer Venture Partners (LinkedIn, Twilio, Shopify), Episode 1 (Zoopla, Betfair, Shazam), and Dynamo Ventures (Sennder, Stord, Gatik). 

As a Customer Success Manager, you'll own and manage a portfolio of customers, helping them maximise value from the platform.

Want a glimpse into how Raft's Customer Success team drives innovation for freight forwarders? Our Enterprise CS Manager, Adele Miftari, shares key insights in her must-read blog: What Freight Forwarders Need to Know to Succeed with AI Partnerships.

Day-to-day you will:

• Own and manage the entire customer lifecycle for your portfolio of customers. Your customers will comprise of mid-market and enterprise Freight Forwarders.
• Be the Expert, and earn the Trusted Advisor status with your customers
• Build, nurture & own relationships with key stakeholders
• Build and execute Success Plans for your customers, helping them maximise value from the platform
• Drive product adoption and customer advocacy
• Organise and lead regular business reviews
• Coordinate cross-functionally with other teams to help drive the right outcomes for the customer
• Be the Voice of the Customer

We specifically want someone who has:

• Experience in the Freight Forwarding / Supply Chain industry
• Customer Success Management experience in a SaaS environment
• Comfortable with the use of technology
• Great people skills and at ease communicating with stakeholders from all levels of an organisation.
• Sound business judgment and decision-making abilities
• The mindset of continuous improvement with a desire and drive to own, manage and develop new or existing processes
• Excellent written and verbal communication to stakeholders

Apply because you want to...

• Have the opportunity to work in a global market and compete with best in class companies that are on the front line of innovation
• Work in a modern Product-led company
• Get exposure to working with stakeholders on a global level across different industries
• Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth
• Work in a multicultural environment

Requirements