Customer Success Operations Specialist enabling customer - facing teams at Cardata, which automates vehicle reimbursement programs. Creating training, communications and resources that drive product adoption.
About the role
- Customer Success Manager owning merchant adoption, retention, and expansion for Portless, a 3PL fulfillment provider. Driving operational outcomes across fulfillment, shipping, and e-commerce services.
Responsibilities
- Own a portfolio of merchants and drive the full customer success lifecycle: adoption, value realization, expansion, and renewal.
- Ensure merchants reach operational go-live and early stability through success plans.
- Drive adoption of Portless platform capabilities based on merchant objectives.
- Define account success through measurable metrics for speed, cost, and delivery experience.
- Monitor volume trends and exception rates to proactively prevent issues.
- Lead monthly and quarterly business reviews to demonstrate value and align priorities.
- Identify opportunities for value-added services such as order protection and inventory financing.
- Conduct discovery and build ROI-focused business cases.
- Contribute to internal playbooks for service-led growth.
- Identify churn risks, create mitigation plans, and support renewal forecasting.
- Manage complex escalations, root-cause analysis, and corrective actions.
- Represent merchant needs across Operations, Product, and Engineering.
- Provide structured product feedback to influence the roadmap.
Requirements
- Fluent in English: Exceptional written and spoken communication for an executive audience.
- 3+ years in Customer Success, with proven experience owning renewals and growth outcomes in a relatable AM/CS role.
- Strong fulfillment, shipping, or e-commerce operations knowledge; 3PL experience strongly preferred.
- Ability to interpret operational data, identify trends, and turn insights into action plans.
- Experience with services-led discovery and value articulation.
- Merchant-first mentality with a kind-and-caring team orientation.
- Strategic judgment and operational precision.
- Focus on building repeatable systems rather than one-off solutions.
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Degree requirement
No Education Requirement
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