Enterprise CSM

Raft is the intelligent logistics platform that’s rewriting the technology playbook for freight forwarders and customs brokers in the automation era. A dynamic UK-based technology company with a global impact across logistics, we’re searching for a Enterprise CSM who is excited by the prospect of working in a rapidly growing international scale-up. We have significant runway thanks to our most recent Series B funding, which we raised from some of the best investors in the space: Eight Roads (Alibaba, Spendesk, Toast), Bessemer Venture Partners (LinkedIn, Twilio, Shopify), Episode 1 (Zoopla, Betfair, Shazam) and Dynamo Ventures (Sennder, Stord, Gatik).

Job Overview:

As an Enterprise Customer Success Manager, you will be responsible for building and maintaining relationships with large enterprise clients, ensuring customer satisfaction and managing long-term account strategies. You will act as the primary point of contact for your clients, working closely with cross-functional teams to deliver solutions that meet their needs. This role requires a deep understanding of the client's business, excellent communication and negotiation skills, and the ability to identify opportunities for upselling and cross-selling.

Key Responsibilities:

• Client Relationship Management:
• Develop and maintain deep, trusting relationships with key stakeholders at enterprise-level clients.
• Act as the primary point of contact and trusted advisor for all client-related matters.
• Strategic Account Planning:
• Develop and execute strategic account plans to achieve both client and company objectives.
• Understand clients' business goals, challenges, and industry trends to provide tailored solutions.
• Customer Satisfaction & Retention:
• Ensure customers maximize the value received through Raft
• Monitor and improve client satisfaction through regular feedback, ensuring issues are addressed promptly.
• Work with internal teams (e.g., product, marketing, customer success) to ensure a seamless customer experience.
• Problem Resolution:
• Address and resolve any client concerns or issues quickly, coordinating with internal teams as necessary.
• Provide creative solutions to meet the clients' evolving needs.
• Reporting & Analytics:
• Track and report on key account metrics (e.g., revenue growth, customer satisfaction).
• Provide regular updates on account health and future opportunities to leadership.

Qualifications & Experience:

• Required:
• Bachelor’s degree in Business, Marketing, or related field (MBA preferred).
• 5+ years of experience in account management, sales, or customer success, with enterprise clients.
• Proven track record of managing and growing key accounts.
• Experience working with CRM systems (e.g., Salesforce, HubSpot).
• Strong communication, negotiation, and interpersonal skills.
• Ability to build relationships with stakeholders at all levels, including C-suite executives.
• Strong analytical and problem-solving abilities.
• Preferred:
• Experience with SaaS software 
• Experience with contract negotiations and renewals for enterprise clients.
• Familiarity with customer success tools (e.g., Gainsight, Totango) and data analytics platforms.

Key Competencies:

• Customer-Centric Approach: Commitment to understanding and exceeding customer expectations.
• Strategic Thinking: Ability to develop and execute long-term plans for key accounts.
• Sales & Business Acumen: Ability to identify business opportunities and drive revenue growth.
• Problem-Solving: Creative and proactive in addressing customer issues and delivering solutions.
• Collaboration: Effective working with cross-functional teams to ensure client success.
• Communication: Excellent verbal and written communication skills to influence and engage stakeholders.