Customer Success Manager

Application Deadline: 18 December 2026

Department: Customer Success

Employment Type: Full Time

Location: London

Reporting To: Samantha Brocklehurst

Description

Key Responsibilities

• High-Touch Account Leadership: Deliver an exceptional, tailored white-glove experience across all touch points, acting as the primary entry point, advocate and lead for the customer within Zencargo.
• Customer Stickiness & Retention: Deepen operational and technology integration to embed Zencargo into the customer's core supply chain workflows - building long-term client dependency, driving retention, and securing multi-year account longevity.
• Proactive Experience Management: Anticipate customer needs, market disruptions and supply chain friction before they impact performance, maintaining elite customer satisfaction and brand advocacy.
• Executive Operating Rhythm: Own and conduct high-impact Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs) and other account management operating system meetings that reinforce Zencargo’s value proposition and influence long-term customer roadmaps.

• Delivery Against Targets: Accountable for directly delivering against Gross Profit (GP), Volume and Revenue targets across the assigned enterprise account portfolio.
• Internal Margin Leadership: Champion continuous GP growth and protection, working with cross-functional teams to systematically identify and execute margin improvement opportunities.
• Collaborative Value Creation: Partner directly with customer decision-makers as a trusted commercial advisor, analysing supply chain data to identify efficiencies (e.g. mode shifts, routing optimisations, consolidation) that lower total customer cost while increasing Zencargo’s GP and Volume output.
• Commercial Terms & Pricing Governance: Lead internal negotiations with Procurement & Pricing (P&P) via internal systems (e.g. Prometheus) to establish optimal sell rates, maintaining accurate Rate Cards to protect baseline revenues and gross margins.

• Pipeline Cultivation & Expansion: Cultivate, nurture and convert a robust pipeline of upsell opportunities to expand Zencargo’s Share of Wallet (SOW) across new lanes, geographies, and transport modes.
• Tender Ownership & Contract Renewals: Lead annual RFP/tender processes, contract extensions, and index-linked rate adjustment cycles for assigned accounts to safeguard existing volumes, lock in multi-year commitments and defend account profitability.
• Peak Season Planning & Capacity Allocation: Lead annual Peak Season forecasting and readiness strategies with clients to lock in volume commitments, secure space allocation, and optimize GP margins during volatile or constrained market periods.
• Quantified ROI Roadmaps: Build and own living Value Creation Plans per customer, tracking quantified ROI levers (e.g. transport spend reduction, working capital optimisation, productivity gains, CO2 reduction) to justify ongoing investment and expansion.
  
  

• Internal Team Facilitation: Serve as the central entry point into Zencargo, mobilising and coordinating a tailored account team across Solutions, Operations, Product, Finance, Pricing & Procurement and Executive leadership to deliver on the customer's strategic goals.
• Escalation Accountability: Act as the single point of internal accountability for inbound escalations, providing rapid, white-glove customer communication while coordinating cross-functional root-cause analyses and resolution plans.
• Risk & Service Oversight: Partner with Customer Excellence o monitor daily shipment flows, dwell times and Early Warning System (EWS) alerts to mitigate operational, commercial, or reputational risks.

• Credit & AR Governance: Monitor outstanding customer balances through tools such as UpFlow, ensuring Accounts Receivable stays strictly within Credit and Insurance limits.
• AP Relationship Management: Develop strong working relationships with customer Accounts Payable teams to streamline payment cycles, resolve billing queries swiftly, and minimise commercial risk.

Skills, Knowledge and Expertise

• Trusted Advisor Mindset: Exceptional ability to build trust up and down the scale, positioning yourself as an indispensable commercial and supply chain advisor to the customer.
• White-Glove Customer Focus: Uncompromising dedication to delivering elite customer experiences, with the empathy, poise and responsiveness required for enterprise accounts.
• Dual-Facing Commercial Strategy: Ability to navigate both internal and external stakeholders - building value-driven relationships with clients while fearlessly advocating internally for operational efficiency, margin discipline and GP optimisation.
• Cross-Functional Leadership: Proven capability to lead without formal authority, orchestrating specialists across Solutions, Operations, Product, and Leadership to execute complex customer strategies.
• Growth & Retention Drive: Strong instinct for cultivating sales pipelines, managing tender cycles, insulating accounts from competitors and driving long-term renewals.
• Logistics & Freight Forwarding Mastery: Deep knowledge of international freight forwarding, peak season
  dynamics, global supply chains, transport modes and market trends.
• Data & Financial Analysis: Skilled in extracting commercial insights from data to build compelling business cases and track margin performance.
• Systems Proficiency: Highly proficient in Google Workspace, data visualisation tools (e.g. ThoughtSpot), CRM systems, and internal operational platforms.
• Digital & AI Capability: High digital curiosity and adaptability, with a proven ability to leverage AI-driven tools, predictive analytics and automated logistics workflows to drive operational speed, enhance customer insights, and elevate the digital customer experience.

Benefits

• 25 days holiday plus 8 days Bank and Public holidays annually
• Free eye tests, and contribution to eyewear (with qualifying conditions)
• One-off working from home set up budget of £150
• Company socials

• Workplace pension: employer contribution 3% and employee 5% of qualifying earnings. The employer contribution rises to 4% from your year 2 and 5% from year 3
• Private medical insurance, through salary sacrifice you can add dependents to the scheme 
• Salary sacrifice Bike2Work scheme
• Salary sacrifice Nursery Fees scheme
• Generous Referral Scheme
• Personal Learning and Development budget of £750 per 12 months
• 2 paid volunteering days annually
• Option to work 60 days per 365, self-funded, outside your country of residence

• Enhanced Maternity, Paternity, Adoption and Shared Parental Leave and Pay