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Customer Success Manager

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About Us

Logistics is broken. Let’s fix it.

We are a team of engineers, product designers, and customer champions applying the most transformative technology of our times, AI, to one of the largest industries in the world: logistics. Our mission is to streamline freight brokerage, carrier management, and 3PL operations through automation, freeing teams to focus on high-value strategic work.

We are looking for customer success leaders with deep expertise in freight, logistics, and technology implementation to help scale our impact. If you're excited about managing a high-performing team and optimizing customer workflows with AI-driven solutions, we want to hear from you.

Overview

As a Customer Success Manager at Augment, you will be both a leader and an individual contributor, directly engaging with customers while coaching and developing a team of Customer Success Representatives (CSRs). We believe that managing is not just overseeing—it means doing the work alongside the team. We expect you to spend 30%+ of your time doing the work of CSRs. You’ll be expected to make calls, write emails, follow up, and take ownership of customer success efforts just as much as your team.

Your goal will be to ensure customer adoption, drive satisfaction, and work hands-on with brokerages, carriers, and 3PLs to integrate AI-driven automation into their workflows.

What You’ll Do

Do what it takes; emails; calls; follow-ups; escalations; log in to systems, download, and customer visits to get work done on behalf of our customers.
Manage, mentor, and develop a team of CSRs to drive customer adoption and satisfaction.
Oversee customer support processes, ensuring fast response times and issue resolution.
Optimize workflows for freight brokerages, carriers, and 3PLs, ensuring seamless AI integration.
Monitor client performance and engagement, proactively addressing adoption gaps.
Standardize training and best practices to help CSRs enhance customer onboarding and ongoing support.
Act as an escalation point for customer concerns, working cross-functionally with engineering and product teams to resolve challenges.
Analyze customer data and feedback to improve AI-driven automation and identify process improvement opportunities.
Collaborate with the Customer Success Leader (CSL) to align strategies and ensure smooth communication across teams.

Experience

Ability to roll up your sleeves and personally handle customer interactions—this is not just a leadership role, it's a doer role.
Must be located in the Chicago area and be willing to work in a hybrid capacity.
5+ years of experience in freight brokerage, logistics, transportation technology, or 3PL operations.
5+ years in customer success, client support, or account management roles.
3+ years of experience leading customer-facing teams, preferably within logistics or SaaS environments.
Strong knowledge of TMS systems, 3rd-party logistics platforms, and workflow automation tools.
Experience managing large-scale customer integrations and AI-driven automation solutions.
Background in process optimization, program management, and cross-functional leadership.

What We’re Looking For

Freight Brokerage / 3PL Experience
Team Leadership & Customer Success Strategy
AI & Automation Experience in Logistics
Ability to Own Customer Success as an IC First, Leader Second

Bonus Points For:

Lean, Six Sigma, or process improvement expertise
Experience scaling AI-driven workflows for logistics teams
Background in both program management and customer operations

Why Join Us?

Competitive Salary + Stock Options
Comprehensive Health, Vision, and Dental Benefits
Flexible PTO
On-site Gym

About Augment

At Augment, we set out to create a fully autonomous AI platform that streamlines operations and reclaims the human element in logistics. Our founders recognized a pattern: talented professionals were stuck handling manual data entry, phone calls, and repetitive tasks, instead of focusing on high-impact problem-solving and strategic decision-making.

That insight became our mission—to free logistics professionals from busywork so they can focus on what truly drives business growth. Augment isn’t just about efficiency; it’s about transforming an entire industry by empowering teams with AI-driven solutions that make logistics smarter, faster, and more adaptive.

Join us on this journey!

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected status. Augment is committed to providing reasonable accommodations for candidates with disabilities through the hiring process.

Average salary estimate

$100000 / YEARLY (est.)

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$80000K

$120000K

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What You Should Know About Customer Success Manager, Augment

Are you ready to take your talents to the next level? Augment is on the lookout for a Customer Success Manager in Chicago who is passionate about revolutionizing the logistics industry. At Augment, we believe logistics is broken, and we’re determined to fix it with cutting-edge AI technology. As our Customer Success Manager, you won’t just be leading; you’ll be right in the mix, working alongside a dynamic team of Customer Success Representatives (CSRs), engaging directly with clients, and optimizing workflows. You will spend over 30% of your time doing on-the-ground work—making calls, sending emails, and connecting with customers to ensure they’re getting the most out of our AI-driven solutions. Your role will involve training and mentoring your team, managing customer support processes, and addressing any challenges that come up with cross-functional teams. If you have a solid 5+ years in freight brokerage, logistics, or transportation technology, and a knack for client success, then this is the chance to make a real impact at Augment. We're all about hands-on involvement and understanding our clients’ needs, making every day exciting as you monitor client performance, standardize training, and inspire your team to excel. We're offering you more than just a salary; we have competitive compensation, stock options, comprehensive health benefits, and a fun flexibility with PTO. Join us in transforming logistics!

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Augment

What are the key responsibilities of a Customer Success Manager at Augment?

The key responsibilities of a Customer Success Manager at Augment include leading and mentoring a team of Customer Success Representatives (CSRs), actively engaging with customers to enhance their experience, managing support processes to ensure quick issue resolution, and optimizing workflows for freight brokerages and 3PLs. The role also requires hands-on involvement in customer interactions, analysis of performance data, and collaboration with other teams.