Customer Success Associate

Overview

Beans Route powers over 6 million deliveries daily across Fed Ex Ground, Papa John’s, and Cook Unity fleets providing route optimization, driver management, and dispatch automation. Our mission is to make last-mile delivery effortless for ISPs and logistics operators worldwide.

We’re looking for a Enterprise CS Representative to manage 50 active accounts, drive renewals, ensure payment follow-ups, and deliver exceptional product training and weekend support coverage. This is a hands-on role for someone who can multitask, communicate effectively, and deeply understand the operational workflow of delivery businesses.

• Account Management (Core Function)
  • Own relationships with the key accounts
  • Monitor health metrics (route usage, performance dashboards, NPS).
  • Conduct quarterly business reviews (QBRs) and retention check-ins.
  • Identify upsell/cross-sell opportunities for additional modules.
• Product Training and Enablement
  • Conduct monthly product training webinars and refreshers for new customers or features.
  • Create and maintain guides, Loom videos, and FAQs for self-service training.
  • Capture customer feedback to guide product improvements.
  • Participate in a 1-day-per-month weekend support cycle to handle urgent tickets or escalations.
  • Ensure smooth coverage transitions with weekday CS staff.
• Internal Collaboration
  • Partner closely with Sales (for expansions), Support (for escalations), and Product (for feedback).
  • Maintain a high level of product expertise to troubleshoot and coach customers independently.

• 3 years of experience in SaaS account management or customer success.
• Excellent written and verbal communication skills.
• Strong time management able to handle 8-hour workdays with multitasking
• Experience with CRM tools (Hub Spot, Salesforce, or equivalent).

• Full-time (8-hour workdays) and in office.
• This is not a “check-in/check-out” role. Success depends on proactive ownership of accounts.
• Candidates must be comfortable with accountability for renewals, payment hygiene, and customer health.
• Weekend rotation (one day/month) and monthly live training sessions are mandatory.