Customer Success Manager

About this role

Traba is building a world where the global supply chain operates at peak efficiency. We started by connecting warehouses, manufacturers, and distributors with reliable workers, and hundreds of operators now run their sites on Traba. Now we're scaling our new AI product, Neo, that helps those operators run their entire operation more efficiently. We're backed by Founders Fund, Khosla Ventures, and General Catalyst.


As a Customer Success Manager for Neo, you'll own the sale of Traba's AI product for warehouse and 3PL operators. You'll sell to owners, COOs, and finance leaders, building the ROI case for how Neo moves their P&L and closing deals that grow into the six figures. You won't be starting cold. Traba's staffing relationships give you warm access to operators who already trust us. You'll work directly with leadership, product, and engineering to shape the GTM motion, and what you learn in the field will shape what we build next.


Key Responsibilities

• Run pilots that convert

• Lead pilot kickoffs. Agree on quantifiable success criteria, a pilot roadmap and a target number of active users with the customer
• Keep each pilot pacing to plan. Spot slippage early and fix it with the customer and the FDE
• Drive pilots to on-time conversion. Build the business case and run the conversion conversation with the economic buyer

• Drive adoption and usage

• Onboard business users and get them back into Neo week after week.
• Track adoption weekly: active and returning users, interactions, time in product. Act on the trend for each account
• Know when low app usage is a win, such as when an agent does the work or the output lands outside Neo

• Grow accounts

• Find new use cases during and after the pilot. Take them from idea to pilot to live
• Expand into new users, teams and sites within existing customers
• Own expansion revenue for your book

• Be the voice of the customer

• Bring patterns from the field to Product and Engineering, with clear asks...