Posted 2 months ago
Customer Success Manager
@ Portless
Remote in Canada
Overview
Portless is hiring a Customer Success Manager to own a portfolio of merchants and drive adoption, value realization, expansion and renewal. The work includes running success plans, leading business reviews, identifying service upsells and escalating risks, with a required fluency in English and 3+ years in customer success.
Responsibilities:
- Drive merchant adoption and post-launch success
- Define and track account KPIs and health indicators
- Lead MBRs and QBRs to prove value
- Scope service upsells with clear ROI
- Manage churn risk and escalations
Requirements summary:
- 3+ years in customer success or account management
- Fulfillment, shipping or e-commerce operations knowledge
- 3PL experience strongly preferred
- Analytical mindset for operational data
- Experience with services-led discovery
- Fluent English, written and spoken
Tools & skills
Source and dates
Employer career site / ATS feed · workable
- Employer posting date
- 2026-09-13
- First seen by our source
- 2026-10-12
- Source record updated
- 2026-10-12
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 3+ years |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Portless
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Portless fulfills e-commerce orders directly from China, shaving months of time and saving you $$$ along the way.
Full company description
Build a healthier business with Portless. Portless fulfills e-commerce orders directly from China to your customer's front door, massively improving lead times, decreasing your shipping costs, and lowering your import tax fees. At Portless, we have shipped over 2.5 million cross-border packages with a 99.8% pick-and-pack accuracy and 98% on-time delivery rate. We pride ourselves on providing white-glove customer service and the fastest response times in the industry.
- LinkedIn followers
- 10,158
- People associated on LinkedIn
- 64
- Reported office locations
- 159 Penn Ave, Exeter, Pennsylvania 18643, US
- 120 Adelaide St West, 2500, Toronto, ON M5H 1P9, CA
- Business categories
- E-Commerce
- Logistics
- Transportation
- Other recorded names
- Portless
- Profile identifies a recruitment agency
- No
- Reported total investment
- 18,000,000
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Build a healthier business with Portless. Portless fulfills e-commerce orders directly from China to your customer's front door, massively improving lead times, decreasing your shipping costs, and lowering your import tax fees. At Portless, we have shipped over 2.5 million cross-border packages with a 99.8% pick-and-pack accuracy and 98% on-time delivery rate. We pride ourselves on providing white-glove customer…
| Field | Value |
|---|---|
| Industry | Transportation, Logistics, Supply Chain and Storage |
| Company size | 11-50 employees |
| Headquarters | Exeter, Pennsylvania |
| Organization type | Privately Held |
| Open jobs on Jobsy | 14 |
| View page |
About Portless
Portless is a dynamic and innovative 3PL provider revolutionizing how businesses manage their Direct Supply Chain. We help merchants deliver a seamless post-purchase experience through fast, reliable fulfillment and logistics—so they can grow with confidence.
About the Role
As a Customer Success Manager, you will own a portfolio of merchants and drive the full customer success flywheel: Adopt → Realize Value → Expand → Renew with Confidence This is not a "ticket routing" role. You are a strategic partner in your merchant's growth. You will be accountable for customer outcomes by proactively driving adoption, identifying paths to improve operational performance, and introducing services that deepen value. You will bridge the gap between merchant goals and operational reality, ensuring our delivery is both successful and scalable.
What You’ll Own (Responsibilities)
1. Adoption & Enablement
- Lead Post-Launch Success: Ensure merchants reach operational "go-live" and early stability through rigorous success plans.
- Drive Feature Adoption: Align merchant objectives with Portless capabilities to ensure they are utilizing the full potential of our platform.
2. Value Realization & Outcomes
- KPI Operationalization: Define success for each account (speed, cost, delivery experience) and translate it into measurable performance metrics.
- Proactive Health Monitoring: Use leading indicators like volume trends and exception rates to prevent issues before they impact the merchant.
- Strategic Business Reviews: Lead MBRs/QBRs that prove value and align on priorities for the upcoming quarter.
3. Expansion via Services & Upsells (Expand)
- Outcome-Driven Solutioning: Identify opportunities to improve merchant growth through value-added services such as order protection and inventory financing.
- Build Business Cases: Conduct discovery and scope solutions that demonstrate clear ROI for the merchant.
- Repeatable Expansion Plays: Contribute to internal playbooks for service-led growth.
4. Renewal & Risk Leadership
- Forecasting & Mitigation: Identify churn risks early and build internal alignment to deliver risk mitigation plans.
- Escalation Management: Act as the senior point for complex concerns, driving root cause identification and corrective actions.
5. Cross-Functional Leadership
- Internal Advocacy: Be the "voice of the merchant" while balancing operational constraints; drive accountability across Operations, Product, and Engineering.
- Feedback Loops: Identify recurring friction and provide structured feedback to the Product team to influence the roadmap.
Success Metrics (What “Good” Looks Like)
- Retention: Gross Retention Rate and Churn Risk Reduction.
- Adoption: Achievement of early-stage adoption milestones.
- Growth: Service attach rate and influenced upsell pipeline.
Qualifications
- Fluent in English: Exceptional written and spoken communication for an executive audience.
- 3+ Years in Customer Success: Proven experience owning renewals and growth outcomes in a relatable AM/CS role.
- Domain Expertise: Strong fulfillment, shipping, or e-commerce operations knowledge (3PL experience strongly preferred).
- Analytical Mindset: Able to interpret operational data, find trends, and turn insights into action plans.1
- Selling Comfort: Experience with services-led discovery and value articulation.
Values & Ways of Working
- Extreme Ownership: A "Merchant-First" mentality with a kind-and-caring team orientation.
- Judgment & Precision: Knows when to be strategically bold and when to be operationally precise.
- Scalability: Focuses on building repeatable systems rather than one-off heroics.6
Ideal Candidate Profile
You are tired of "surface-level" CS roles and want to own the entire lifecycle of a physical product’s journey. You are a systems-thinker who hates "one-off heroics" and would rather build a playbook that solves a problem for 100 merchants at once. You are strategically bold enough to challenge a merchant's assumptions but operationally precise enough to ensure their packages arrive on time.
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