[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. HOPTEK is building an AI-powered platform for modern transportation companies to enhance freight decision-making. The Customer Success Manager will ensure customers derive maximum value from the platform by engaging with their operations, identifying gaps, and providing actionable recommendations.

Responsibilities

• Own a portfolio of customer accounts and serve as their primary point of contact at HOPTEK
• Run regular customer check-ins to review usage, performance, adoption, blockers, and opportunities
• Review each customer’s current state against the outcomes they care about, then make clear recommendations to drive more value
• Help customers improve how they use tools like Freight Finder, Load Acceptor, and HOPTEK Exchange
• Support pilots, rollouts, and expansions by helping customers define goals, track results, and understand business impact
• Help customers move toward better freight decision-making, stronger adoption, more automation, and measurable results
• Identify adoption gaps, workflow issues, training needs, customer risk, and product friction early
• Spot expansion opportunities and help turn them into action
• Serve as the voice of the customer internally with Product, Engineering, Sales, and Leadership
• Help build repeatable playbooks for pilots, onboarding, adoption, business reviews, customer health, and value realization
• Track commitments and make sure customer issues do not get lost between teams

Skills

• 3+ years in customer success, account management, implementation, operations, or another customer-facing role at a B2B software or technology company
• Strong preference for experience in transportation, logistics, freight brokerage, carrier operations, 3PL, freight tech, or logistics technology
• Comfort working with operations, pricing, brokerage, capacity, and executive teams
• Ability to review data, understand usage patterns, and turn insights into practical customer recommendations
• Experience with customer pilots, rollouts, implementations, business reviews, or proof-of-value engagements
• Strong communication skills. You can hold a working session with a VP of Operations and a dispatcher, broker, or pricing leader in the same conversation
• Self-directed and comfortable operating in a startup environment where the playbook is still being built
• Strong follow-through. You do not let customer issues disappear
• Comfortable learning new technology and explaining it clearly to non-technical users
• Curiosity about AI, automation, freight tech, and how software can improve freight decisions
• Willingness to travel to customer sites as needed
• Familiarity with TMS platforms, EDI, APIs, freight pricing, spot freight, tender management, capacity sourcing, or freight matching

Company Overview