A little bit about us…
Telegraph is a B2B SaaS company disrupting the underdigitized freight railroad segment of the supply chain. Our product is the first-ever cloud-based operating system for the rail ecosystem. On any given day, 40% of all goods in North America are moved on a freight train. We deliver software for railroads, logistics companies, and end customers to make shipping by rail simple, efficient, and automated.
A little bit about the role…
We are seeking a Customer Success Manager to delight customers and ensure Telegraph’s platform is widely adopted across a broad set of users and use cases. The Customer Success Manager will be joining a high-performing team dedicated to creating and building meaningful relationships with Telegraph customers. Our team consists of proven service-oriented leaders with exceptional organizational skills, uncanny interpersonal ability, and operational expertise. As our Customer Success Manager, you will be responsible for the following:
- Building strong customer relationships and ensuring they derive value from the product.
- Leading on-site and virtual trainings to ensure users can leverage the product to enhance their workflows.
- Monitoring user engagement and measuring usage, engagement, discrepancies, and responsiveness via various software tools.
- Developing and delivering regular business reviews, working to expand the depth of customer partnerships and wallet share.
- Partnering with customers to roll out new features, coordinating training sessions, gathering feedback, and helping prioritize the product roadmap.
- Serving as the customer’s first point of contact; driving specific and quantified feedback to the tech team.
- Conducting product demos with new and existing users; learning, documenting, and communicating key operational workflows.
We are excited about you because…
Customers come first:
You possess a high aptitude for understanding customer needs, and in-depth experience operationalizing processes to improve customer satisfaction.
Engagement is at an all-time high:
Speed, understanding, and accuracy are key across customer communications, and you maintain a strong bias for resolving customer inquiries quickly and correctly. You set time-records for resolving customer inquiries.
Processes are significant:
You recognize that experience and flow matter and can be improved with the right steps. You naturally envision, design, and implement the appropriate engagement process to ensure maximum resolution for the customer and maximum context for the organization.
Self-starting is your only mode:
This role requires extreme ownership to overcome the obstacles associated with creating change across an industry. You thrive in an environment in which you have an idea, develop a plan to execute, and own the completion of each project end-to-end.
You become the eyes, ears, and hands of the product:
You bring the product to life by ensuring it is adopted with initial users, while funneling critical user research perspectives directly to our engineers to ensure proper iteration.
Pioneering products excite you:
You love building, advancing, and launching new products from 0 to 1.
To be successful at Telegraph, you must bring…
Depth of Experience:
6+ years of operational and customer experience, often serving as the designated relationship owner for enterprise-wide relationships.
Systems:
Experience with operating platforms, CRM (we use HubSpot!), ticketing, and workflow management systems.
Analytical Mindset:
Solid quantitative and problem-solving skills, with the ability to gather and analyze data to inform operational decisions and prioritization.
Communication:
Exceptional written and visual abilities with the ability to engage tactically with customers and deliver monthly business reviews.
Logistics Expertise:
Experience working in SaaS, supply chain and/or mobility technologies modernizing the way goods and people are transported.
Bonus points!
Understanding of and appreciation for the culture and impact of freight railroads.
More Bonus points!
Fluent in Spanish for our ever-growing international customer base.
Why you will love being a Telegrapher…
- We Begin with the Customer: It all starts with the user. We judge our impact on whether our customers enjoy the product, find value in its daily use, and are more successful from its existence.
- We are Always Creating: Progress is not a thought exercise – it is the result of consistent and persistent effort. We develop as people and as a company by documenting and doing.
- We Simplify, Simplify, Simplify: It is easier to create complexity than simplicity. We bring the ease, efficiency, and effectiveness the industry yearns for.
- We Build for the Long Term: Quality compounds, errors erode. We develop relationships and products that are foundational, reliable, and known for being innovative and durable.
- We Love Problems, Not Solutions: Our existence is defined by our ability and willingness to solve hard problems – not replicate solutions. Our perennial grit and curiosity are why customers choose us.
- We Empower and Serve Others: A team that serves one another daily serves its customers exponentially. Give others the tools, perspective, and support to do the best work of their careers.
Reasons it pays to work at Telegraph (in addition to the pay itself!)…
- Remote Friendly: Distributed team focused on culture + results v. proximity. Availability to collaborate on U.S. timezone–friendly hours is a must, with a high preference for CST.
- Offsites: Quarterly company get-togethers with a hackathon theme.
- PTO: Unlimited – and a culture that empowers you to take it.
- Benefits: Health, Vision, Dental + 401k.
- Parental Leave: 12 weeks of paid time.
- Co-working stipend: Every employee is offered monthly access to a local co-working facility.
- Equity: Above market equity and compensation packages.
- Sabbatical: 1 month, paid, beginning after 4 years of employment.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every. single. qualification. At Telegraph, we are dedicated to building a diverse, inclusive and just workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with 100% of the qualifications listed, we encourage you
Apply Now