Customer Success Manager

Location:G Hub, Mandaluyong, Manila

Type:Full-time

Department: Customer Success

Reports To: Associate Operations Manager

Job Summary

The Command Customer Success Manager (CSM) is responsible for onboarding,

supporting, and retaining fleet customers using the Trucker Path Command Platform.

This role ensures customers fully understand and adopt Command featuresincluding

fleet management, routing, load board integration, and Nav Pro seat assignmentswhile

delivering an exceptional customer experience that drives satisfaction, retention, and

account growth.

Key Responsibilities

Customer Onboarding & Enablement

Lead end-to-end onboarding for new Command customers, including account

setup, driver and truck configuration, and seat assignment.

Conduct live walkthroughs and training sessions to ensure customers understand

platform capabilities and best practices.

Validate customer readiness before go-live, ensuring all configurations are correctly

set.

Customer Support & Relationship Management

Serve as the primary point of contact for Command customers post-onboarding.

Proactively monitor account health and usage to ensure feature adoption.

Address customer concerns, identify root causes, and provide accurate resolutions

in a timely manner.

Build trusted relationships with fleet owners, dispatchers, and operations teams.

Platform Expertise & Troubleshooting

Maintain deep product knowledge of the Command Platform, Nav Pro, and related

Trucker Path tools.

Troubleshoot issues related to routing, subscriptions, seat assignments, driver

access, and load board integration.

Collaborate with Technical Support, Product, and Engineering teams for escalations

and issue resolution.

Retention & Growth

Identify upselling and cross-sell opportunities based on customer needs and usage

patterns.

Support renewals and prevent churn by addressing risks proactively.

Collect and relay customer feedback to internal teams to support product

improvements.

Documentation & Reporting

Document all customer interactions, onboarding progress, and support activities

accurately in CRM or ticketing systems.

Track KPIs such as onboarding completion, CSAT, retention, and product adoption.

Provide insights and recommendations to leadership based on customer trends and

feedback.

Qualifications & Skills

Required Qualifications

2+ years of experience in Customer Success, Account Management, or SaaS

Support

Strong understanding of fleet operations, logistics, or transportation technology

(preferred)

Excellent verbal and written communication skills

Ability to manage multiple accounts and priorities effectively

Preferred Skills

Experience with fleet management platforms, navigation software, or load boards

Strong problem-solving and analytical skills

Customer-focused mindset with attention to detail

Comfortable delivering live demos, training, and presentations

Key Competencies

Customer advocacy and relationship-building

Technical and product aptitude

Process-oriented and detail-driven

Adaptability in a fast-paced environment

Collaboration and cross-functional teamwork

Success Metrics

Onboarding completion rate

Customer satisfaction (CSAT)

Product adoption and usage

Customer retention and renewal rates

Quality and accuracy of documentation