Customer Success Manager

Pando (www.pando.ai) is pioneering the future of autonomous logistics with innovative AI capabilities. Trusted by Fortune 500 enterprises with global customers across North America, Europe, and Asia Pacific regions, we are leading the global disruption of supply chain software, with our AI-powered, no-code, & unified platform empowering Autonomous Supply Chain®. We have been recognized by Gartner for our transportation management capabilities, by the World Economic Forum (WEF) as a Technology Pioneer, by G2 as a Market Leader in Freight Management, and named one of the fastest-growing technology companies by Deloitte. Why Pando? We are one of the fastest growing companies reimagining supply chain and logistics for Manufacturers & Retailers scaling up globally. We are a growing team, unrelenting and enthusiastic about building great products. We have folks who are pragmatic, imaginative or a quirky combination of both. We yearn for purpose in our work & support each other to grow. Role We are seeking an experienced and analytical Customer Success Manager (CSM) to drive value realization, adoption, and growth. Reporting to the Customer Success Lead, the CSM will act as a strategic advisor, ensuring customers achieve their business outcomes through Pando’s platform. Key Responsibilities · Proactively quantify and report business value delivered, including savings, efficiency gains, and service improvements · Use product usage data to identify adoption gaps and optimize value delivery · Own customer relationships across operational and executive levels · Create and execute success plans tied to customer goals and KPIs · Conduct regular business reviews, product roadmap discussions, and training sessions · Resolve issues by coordinating with Support & Technical teams · Identify upsell and expansion opportunities in partnership with Sales · Promote Customer Advocacy through case studies and reference programs · Ensure smooth renewals, invoicing, and collections · Share customer insights with internal teams to inform product development Requirements · 2+ years of experience in Customer Success, Consulting, or Account Management roles · Prior experience with enterprise SaaS products (CSM experience preferred · Supply chain, logistics, or transportation domain experience is a must · Strong consulting background with an analytical and problem-solving mindset · Exceptional communication and relationship-building skills · Comfortable with data analysis, dashboards, and customer health metrics · Ability to manage multiple accounts and prioritize tasks effectively