Customer Success Manager
Zencargo
2 days ago
Full-time
Remote friendly (London, England, United Kingdom)
United Kingdom
Customer Success Manager
Customer Success Manager
Application Deadline: 18 December 2026
Department: Customer Success
Employment Type: Full Time
Location: London
Reporting To: Samantha Brocklehurst
Description
Job Purpose & Summary
The Customer Success Manager (CSM) serves as a trusted commercial advisor to our enterprise clients, delivering a high-touch, white-glove experience that drives account integration, stickiness and long-term customer longevity.
Operating with a continuous margin-optimisation mindset, the CSM balances external customer advocacy with internal commercial discipline - facing into Pricing & Procurement, Operations and the wider business to foster a culture of ongoing margin improvement while delivering consistently against Gross Profit(GP) and Volume targets.
By orchestrating Zencargo’s cross-functional expertise and aligning with customer supply chain strategies, the CSM expands Share of Wallet (SOW) and product adoption, ensuring mutual growth and maximum account profitability.
The Customer Success Manager (CSM) serves as a trusted commercial advisor to our enterprise clients, delivering a high-touch, white-glove experience that drives account integration, stickiness and long-term customer longevity.
Operating with a continuous margin-optimisation mindset, the CSM balances external customer advocacy with internal commercial discipline - facing into Pricing & Procurement, Operations and the wider business to foster a culture of ongoing margin improvement while delivering consistently against Gross Profit(GP) and Volume targets.
By orchestrating Zencargo’s cross-functional expertise and aligning with customer supply chain strategies, the CSM expands Share of Wallet (SOW) and product adoption, ensuring mutual growth and maximum account profitability.
Key Responsibilities
1. White-Glove Customer Experience & Account Stickiness
- High-Touch Account Leadership: Deliver an exceptional, tailored white-glove experience across all touch points, acting as the primary entry point, advocate and lead for the customer within Zencargo.
- Customer Stickiness & Retention: Deepen operational and technology integration to embed Zencargo into the customer's core supply chain workflows - building long-term client dependency, driving retention, and securing multi-year account longevity.
- Proactive Experience Management: Anticipate customer needs, market disruptions and supply chain friction before they impact performance, maintaining elite customer satisfaction and brand advocacy.
- Executive Operating Rhythm: Own and conduct high-impact Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs) and other account management operating system meetings that reinforce Zencargo’s value proposition and influence long-term customer roadmaps.
2. Dual-Facing Commercial & Margin Optimisation
- Delivery Against Targets: Accountable for directly delivering against Gross Profit (GP), Volume and Revenue targets across the assigned enterprise account portfolio.
- Internal Margin Leadership: Champion continuous GP growth and protection, working with cross-functional teams to systematically identify and execute margin improvement opportunities.
- Collaborative Value Creation: Partner directly with customer decision-makers as a trusted commercial advisor, analysing supply chain data to identify efficiencies (e.g. mode shifts, routing optimisations, consolidation) that lower total customer cost while increasing Zencargo’s GP and Volume output.
- Commercial Terms & Pricing Governance: Lead internal negotiations with Procurement & Pricing (P&P) via internal systems (e.g. Prometheus) to establish optimal sell rates, maintaining accurate Rate Cards to protect baseline revenues and gross margins.
3. Pipeline Cultivation, Tenders & Capacity Strategy
- Pipeline Cultivation & Expansion: Cultivate, nurture and convert a robust pipeline of upsell opportunities to expand Zencargo’s Share of Wallet (SOW) across new lanes, geographies, and transport modes.
- Tender Ownership & Contract Renewals: Lead annual RFP/tender processes, contract extensions, and index-linked rate adjustment cycles for assigned accounts to safeguard existing volumes, lock in multi-year commitments and defend account profitability.
- Peak Season Planning & Capacity Allocation: Lead annual Peak Season forecasting and readiness strategies with clients to lock in volume commitments, secure space allocation, and optimize GP margins during volatile or constrained market periods.
- Quantified ROI Roadmaps: Build and own living Value Creation Plans per customer, tracking quantified ROI levers (e.g. trans