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Enterprise Customer Success Manager

Remote

About our company

Optimal Dynamics is on a mission to automate and optimize the logistics industry through the use of advanced analytics. We are built on over four decades of groundbreaking research and development at Princeton University, representing the pinnacle of technological advancement in the logistics and transportation industry. Our customers experience sustained, tangible results with double-digit revenue lift after integration. Optimal Dynamics is a high-growth early-stage company with ~60 employees and $55M in funding. 

About our team

We are a team of bright, kind, and solution-oriented people focused on creating value for our customers. We can solve problems individually, but understand that the best solutions are found when the team brainstorms ideas together. We are excited about balancing the need to deploy new solutions quickly and designing solutions that are secured, reliable, maintainable and scalable for the long run.

Role Overview

As an Enterprise Customer Success Manager at Optimal Dynamics, you will own the customer relationship throughout the post-implementation lifecycle, ensuring that our enterprise clients achieve meaningful outcomes and long-term success with our AI-powered logistics platform.

Once the platform is live, you will lead the customer’s journey through onboarding into support, operational ramp-up, value realization, and strategic growth. You’ll act as the customer’s primary advocate—driving adoption, monitoring performance, resolving issues, and unlocking new opportunities for impact and expansion.

Key Responsibilities

Customer Value Realization

  • Guide customers through the value delivery phase after implementation
  • Align platform usage with business goals and operational KPIs
  • Ensure customers adopt key functionality, follow best practices, and see tangible ROI

Strategic Relationship Management

  • Build deep, trusted relationships with executive sponsors, business owners, and operational leads
  • Conduct regular check-ins and QBRs to assess progress, share insights, and reinforce strategic alignment
  • Serve as a partner in planning and operational optimization

Platform Engagement & Adoption

  • Monitor customer health metrics, user engagement, and feature adoption
  • Drive in-scope resource usage and help customers embed OD’s platform into daily operations
  • Create and manage “Path to Green” plans for accounts showing risk or underperformance

Expansion & Account Growth

  • Identify and shape opportunities to expand into additional OD capabilities (e.g., Source, Bid, Planning)
  • Collaborate with Sales and Product teams to develop, propose, and launch new value streams
  • Support the development of internal champions and customer advocates

Cross-Functional Alignment

  • Act as the central customer point of contact, collaborating with Support, Product, and Engineering to resolve issues and optimize platform performance
  • Ensure internal teams are aware of customer priorities, milestones, and feedback
  • Escalate issues appropriately and close the loop on resolutions

Enablement & Change Management

  • Facilitate training and onboarding for new teams and users during expansion or leadership transitions
  • Support change management efforts by reinforcing value, workflows, and strategic use cases
  • Maintain and contribute to reusable training assets and onboarding materials

Feedback Loop & Product Evolution

  • Capture structured customer feedback to identify platform gaps, enhancement needs, and process improvements
  • Share insights with internal teams to influence product roadmap and support model improvements
  • Contribute to OD’s customer success playbooks and operational best practices

Reporting & KPI Accountability

  • Track and report on customer success metrics, including:
    • Platform Adoption vs. In-Scope Utilization
    • Product Expansion Milestones
    • QBR Execution and Value Impact
    • Churn Prevention & Recovery Plans
    • Case Study/Testimonial Development
    • Hub Account Engagement and Maturity
    • Execution of Clear Path to Green Plans

Experience

  • Bachelor’s degree in Business, Supply Chain Management, Logistics, or a related field. Advanced degrees (MBA or relevant certifications) are a plus but not typically required.
  • Customer Success or Account Management Experience: 5+ years in customer success, account management, or related roles, preferably within a SaaS environment.
  • Industry Experience: Understanding of the freight, logistics, or for-hire or dedicated carrier sector. Direct experience in freight tech SaaS deployment, transportation management, or similar technology solutions is highly desirable.

Pay Range

$130,000 - $160,000 USD

Benefits

  • Competitive compensation, including Series B level equity
  • Health / Dental / Vision 100% covered for employee and 50% for dependents
  • Life Insurance, with optional supplemental insurance
  • Flexible Spending Account (FSA)
  • Health Spending Account (HSA)
  • 401(k) with match
  • Unlimited PTO (vacation, personal days, sick days, jury duty, military leave, bereavement)
  • 11 Holidays
  • Paid Parental Leave for all employees
  • Short-term and Long-term Disability Insurances, and AD&D Insurance
  • Fitness membership reimbursement
  • Commuter benefits
  • Flexible work from home policy
  • Employee discounts

Optimal Dynamics is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

Optimal Dynamics is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to careers@optimaldynamics.com once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

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