Customer Onboarding and Success Manager

Cabrella Shipping Insurance Intelligence is a fast-growing company that helps e-commerce brands and logistics providers protect their shipments. They are seeking a Customer Onboarding & Success Manager to guide new customers through the onboarding process and ensure a successful launch on the Cabrella platform.

Responsibilities:

• Customer onboarding and implementation
• Take ownership of the customer relationship immediately after the sales process
• Guide customers through onboarding, setup, integrations, and implementation
• Work directly with customers to gather operational, shipping, and technical information required for onboarding
• Coordinate with internal technology and operations teams to ensure successful implementation
• Help identify and troubleshoot onboarding issues, integration gaps, or workflow challenges
• Ensure shipping volume and operational data align with onboarding information and expectations
• Assist customers in understanding platform functionality and onboarding requirements
• Cross-Functional Coordination
• Serve as a bridge between sales, customers, technology, and operations teams
• Help communicate customer needs, technical requirements, and implementation priorities internally
• Gather customer feedback and communicate enhancement opportunities to leadership and development teams
• Coordinate smooth handoff of accounts to operations once onboarding is completed and accounts are stable
• Customer Experience & Relationship Management
• Build strong relationships with customers during the onboarding process
• Conduct customer check-ins to ensure satisfaction and successful adoption
• Help create a positive overall customer experience
• Encourage customer reviews, referrals, and testimonials where appropriate

Requirements:

• Strong communication and relationship-building skills
• Comfortable leading phone calls and guiding customer conversations
• Tech-savvy and capable of understanding operational and technical workflows
• Ability to gather detailed information from customers and communicate it clearly internally
• Strong organizational and problem-solving abilities
• Detail-oriented with strong follow-through
• Positive, professional, and customer-focused personality
• Comfortable working in a fast-paced, entrepreneurial environment
• Experience in customer onboarding, customer success, implementation, account management, operations, or client services
• Parcel, shipping, logistics, or ecommerce industry knowledge strongly preferred
• Insurance industry experience is a plus
• Experience working with SaaS platforms, integrations, APIs, or operational systems is helpful