Customer Success Manager
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 4h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 1d ago
The date the source published, not the day we noticed it (2026-09-14). Last seen at its source just now.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
United States, Canada
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $87.5k–151k/yr
Middle 50% of 237 listings that do state pay — Customer · all levels · United States · USD/year. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
workable employer's own board first seen 4h ago · last seen just now
The listing
About Portless
Portless is a dynamic and innovative 3PL provider revolutionizing how businesses manage their Direct Supply Chain. We help merchants deliver a seamless post-purchase experience through fast, reliable fulfillment and logistics—so they can grow with confidence.
About the Role
As a Customer Success Manager, you will own a portfolio of merchants and drive the full customer success flywheel: Adopt → Realize Value → Expand → Renew with Confidence This is not a "ticket routing" role. You are a strategic partner in your merchant's growth. You will be accountable for customer outcomes by proactively driving adoption, identifying paths to improve operational performance, and introducing services that deepen value. You will bridge the gap between merchant goals and operational reality, ensuring our delivery is both successful and scalable.
What You’ll Own (Responsibilities)
1. Adoption & Enablement
- Lead Post-Launch Success: Ensure merchants reach operational "go-live" and early stability through rigorous success plans.
- Drive Feature Adoption: Align merchant objectives with Portless capabilities to ensure they are utilizing the full potential of our platform.
2. Value Realization & Outcomes
- KPI Operationalization: Define success for each account (speed, cost, delivery experience) and translate it into measurable performance metrics.
- Proactive Health Monitoring: Use leading indicators like volume trends and exception rates to prevent issues before they impact the merchant.
- Strategic Business Reviews: Lead MBRs/QBRs that prove value and align on priorities for the upcoming quarter.
3. Expansion via Services & Upsells (Expand)
- Outcome-Driven Solutioning: Identify opportunities to improve merchant growth through value-added services such as order protection and inventory financing.
- Build Business Cases: Conduct discovery and scope solutions that demonstrate clear ROI for the merchant.
- Repeatable Expansion Plays: Contribute to internal playbooks for service-led growth.
4. Renewal & Risk Leadership
- Forecasting & Mitigation: Identify churn risks early and build internal alignment to deliver risk mitigation plans.
- Escalation Management: Act as the senior point for complex concerns, driving root cause identification and corrective actions.
5. Cross-Functional Leadership
- Internal Advocacy: Be the "voice of the merchant" while balancing operational constraints; drive accountability across Operations, Product, and Engineering.
- Feedback Loops: Identify recurring friction and provide structured feedback to the Product team to influence the roadmap.
Success Metrics (What “Good” Looks Like)
- Retention: Gross Retention Rate and Churn Risk Reduction.
- Adoption: Achievement of early-stage adoption milestones.
- Growth: Service attach rate and influenced upsell pipeline.
Qualifications
- Fluent in English: Exceptional written and spoken communication for an executive audience.
- 3+ Years in Customer Success: Proven experience owning renewals and growth outcomes in a relatable AM/CS role.
- Domain Expertise: Strong fulfillment, shipping, or e-commerce operations knowledge (3PL experience strongly preferred).
- Analytical Mindset: Able to interpret operational data, find trends, and turn insights into action plans.1
- Selling Comfort: Experience with services-led discovery and value articulation.
Values & Ways of Working
- Extreme Ownership: A "Merchant-First" mentality with a kind-and-caring team orientation.
- Judgment & Precision: Knows when to be strategically bold and when to be operationally precise.
- Scalability: Focuses on building repeatable systems rather than one-off heroics.6
Ideal Candidate Profile
You are tired of "surface-level" CS roles and want to own the entire lifecycle of a physical product’s journey. You are a systems-thinker who hates "one-off heroics" and would rather build a playbook that solves a problem for 100 merchants at once. You are strategically bold enough to challenge a merchant's assumptions but operationally precise enough to ensure their packages arrive on time.