Customer Success Manager

About Us

YQN is a leading one-stop international logistics online services platform, offering comprehensive international logistics services, including FCL, LCL, air freight, rail service, trucking, customs clearance, warehousing, cargo insurance, bulk cargo service, port of destination services, etc.

We are designed to apply the internet and digital technology to visualize and optimize cross-border supply chain logistics to achieve the same efficiency and convenience as express delivery. 'Simple shipping and easy freight' is the mission of YQN. We have developed strategic cooperative partnerships with leading ocean carriers and logistics service providers such as COSCO Shipping, Maersk Line, Sinotrans, etc.

About This Role

YQN is seeking a proactive and customer-oriented Customer Success Manager（Remote） to support and grow relationships with our clients and partners. This role is responsible for ensuring customer satisfaction, driving account retention, resolving operational issues, and coordinating cross-functional communication between clients and internal teams.

The ideal candidate is highly organized, responsive, solution-driven, and experienced in managing customer relationships in a fast-paced environment. Experience in logistics, supply chain, e-commerce, SaaS, or 3PL warehouse operations is strongly preferred.

Responsibilities

• Manage day-to-day communication with assigned customers via email, phone, and online meetings
• Build strong long-term relationships with clients and act as the primary point of contact
• Monitor customer accounts to ensure service quality, operational performance, and customer satisfaction
• Proactively identify customer needs, issues, and business opportunities
• Coordinate with operations, warehouse, dispatch, and internal support teams to resolve customer concerns efficiently
• Track and follow up on customer requests, escalations, and service issues
• Conduct regular business reviews and provide operational updates to customers
• Support onboarding and training for new customers
• Maintain accurate records in CRM systems and internal tracking tools
• Collect customer feedback and collaborate with leadership to improve processes and service quality
• Assist with account expansion and retention initiatives

Qualifications

• Bachelor's degree preferred
• 3+ years of experience in Customer Success, Account Management, Client Services, or related roles
• Experience in logistics, transportation, 3PL, supply chain, or e-commerce industries preferred
• Strong communication and interpersonal skills
• Excellent problem-solving and organizational abilities
• Ability to manage multiple accounts and priorities simultaneously
• Comfortable working independently in a remote environment
• Proficient in Microsoft Office, Google Workspace, and CRM systems
• Bilingual in English and Chinese is strongly preferred

Preferred Skills

• Experience working with cross-border logistics or warehouse operations
• Data analysis and reporting experience
• Familiarity with KPI tracking and SLA management
• Ability to handle customer escalations professionally and efficiently

Work Type

Full-time, Remote (U.S.-based)

Compensation & Benefits

• Pay: $80k - $120k
• Paid time off and holidays, Medical/Dental/Vision insurance, 401(K)
• Career growth opportunities within a fast-growing company
• Flexible remote work environment