Senior Customer Success Manager

Senior Customer Success Manager

Hybrid – Chicago, IL; Seattle, WA; San Francisco, CA; New York, NY

Reporting to: Director of Customer Success

About Parade

Parade is revolutionizing freight logistics with automation, AI, and machine learning—making freight more efficient, scalable, and future-ready. With over $36M in venture funding, we’re rapidly expanding and redefining digital freight. Our team is passionate, driven, and dedicated to empowering freight brokers with cutting-edge technology. If you’re excited to shape the future of freight, we’d love to have you on board!

About The Role

As a Senior Customer Success Manager, you will own and drive net retention by strengthening relationships and unlocking growth opportunities across Parade’s customer base. You will serve as a trusted advisor to freight brokers, helping them maximize the value of Parade’s platform and optimize their brokerage operations.

You'll work closely with Customer Success, Solutions, and Product teams to ensure customers experience continued success and see tangible ROI from our technology. Your role is pivotal in delivering consultative insights, expanding adoption, and driving revenue growth through renewals and expansions.

This is a hybrid role reporting to the Director of Customer Success. Freight brokerage experience or direct work with freight brokers is highly preferred.

What You’ll Do

• Own and grow a portfolio of customers, ensuring high net retention and renewal success.
• Partner and collaborate with a team of high-performing CSMs.
• Build deep relationships with freight brokers, understanding their goals, challenges, and operational needs.
• Develop and execute account strategies that drive product adoption, value realization, and expansion.
• Craft and present business cases that connect Parade’s solutions to customers' bottom-line impact.
• Lead high-level negotiations for renewals and expansions, using data-driven insights to drive decisions.
• Act as a strategic consultant, helping customers optimize digital freight operations and gain competitive advantages.
• Collaborate cross-functionally with Customer Success, Marketing, Product, and Engineering to ensure seamless customer experiences.
• Stay ahead of industry trends, using your expertise to guide customers through digital transformation in freight.
  
  

What Success Looks Like In Your First 3-6 Months

• Engage with all assigned customers to understand their business, workflows, and success metrics.
• Develop and execute account plans to optimize retention and uncover growth opportunities.
• Master Parade’s platform and freight industry trends to position yourself as a subject matter expert.
• Build strong internal partnerships with the Sales, Customer Success, and Product teams.
• Develop a 3x pipeline coverage of your expansion target within your portfolio.
  
  

What We’re Looking For

Must-Have Skills & Experience:

• Proven track record of managing and expanding relationships in complex accounts.
• Experience handling contract negotiations for deals ~$150K+ (renewals, expansions, new business).
• Ability to use data and reporting to identify trends and opportunities in a customer portfolio.
• Exceptional communication and relationship-building skills with stakeholders at all levels.
• Strong consultative and problem-solving mindset, with a passion for helping customers succeed.
• Ability to navigate complex organizations and develop strategic account plans.
  
  

Preferred Qualifications

• Experience in Challenger or Sandler sales methodologies.
• 3-5+ years of experience in truckload freight logistics (ideally at a freight brokerage or logistics tech company).
• Advanced technical aptitude and ability to deeply understand Parade’s platform.
• Entrepreneurial mindset with strong accountability for delivering results.
  
  

Perks & Benefits

• Competitive salary and compensation package (OTE: $120K - $160K).
• Full Medical, Dental, and Vision benefits.
• 401k plan for long-term financial planning.
• Unlimited Paid Time Off – and we want you to take it.
• Hybrid work environment for work-life balance.
• Company offsites and team-building events.
  
  

Compensation

The expected on-target compensation for this role is between $120,000 to $160,000 for work performed in the United States. Salary is based on a variety of factors including experience, location, and business needs. This range may be modified in the future.

Why Join Parade?

• Industry-Leading Freight Tech: Join a company shaping the future of freight.
• Impact-Driven Work: Your contributions directly impact customer success and retention.
• Collaborative Culture: Work with an engaged, supportive team dedicated to innovation.
• Career Growth: As we scale, so will your opportunities.