Customer Success Manager (Logistics Tech) at Portcast – Hong Kong
Portcast
Hong Kong
Posted on
Updated on
Job Function:Customer Service
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About This Position
Customer Success Manager (Logistics Tech)
What Success Looks Like in This Role:
About Us:
Portcast is a venture-backed, Singapore-based logistics technology startup building a real-time transportation visibility platform for global supply chains. We help shippers, manufacturers, and logistics service providers turn data into decisions and decisions into measurable business impact.
Our platform goes beyond visibility. Portcast enables action at scale by surfacing the right risks early, helping teams prevent detention and demurrage, accelerate exception management, and close invoices faster with built-in evidence. We turn visibility into outcomes: reduced costs, improved operational control, and more predictable supply chains.
Founded in 2018 and backed by leading technology investors, we are building for an industry at a critical inflection point of digital transformation. Our team of software engineers, data scientists, and logistics experts is on a mission to make supply chains not just visible, but decisively actionable end to end.
About the Role:
Were looking for our Customer Success Manager to join our fully remote team. This is a commercial-facing role where youll own a portfolio of customers end-to-end, from onboarding and adoption through expansion and retention.
Youll start by owning mid-market & SMB customers, and as you ramp, youll progressively take on larger and more complex accounts, with a clear path toward owning enterprise customers independently.
At the core of this role is driving actionability. You will help customers turn data into decisions and decisions into measurable business impact. Youll also identify and lead expansion opportunities where were clearly delivering value, and youll partner closely with Sales and Product to scale what works.
This is a high-impact role for someone who enjoys owning outcomes, influencing product direction, and balancing customer success with commercial growth.
- Expansion of existing accounts (mid-market & SMBs) through a deep understanding of customer needs, identifying opportunities for growth, and consistently delivering value to drive satisfaction and retention.
- Collaboration with the Sales team to convert trial users into long-term clients, establishing a consistent stream of paid trials and successful conversions.
- Customers deeply adopt Portcast with measurable outcomes, while providing strong feedback loops that help shape our product roadmap and improve product-market fit.
- Building and maintaining strong, strategic relationships with clients to position Portcast as an essential partner, ensuring high levels of customer advocacy and positive feedback.
- Own the full customer lifecycle, from onboarding to renewal, ensuring a smooth, positive, and impactful experience.
- Serve as a trusted advisor to our clients, aligning Portcasts solutions with their strategic goals and addressing their unique challenges.
- Identify and execute expansion opportunities (upsell, cross-sell, increased usage, new teams, new regions) by deeply understanding customer goals, pain points, and internal decision processes.
- Partner closely with Sales on trial conversion and commercial conversations, ensuring smooth handovers, strong engagement, and high conversion rates.
- Collaborate with cross-functional teams, including product and engineering, to communicate customer feedback and influence improvements that enhance Portcasts value proposition.
- Develop and execute tailored success plans for each client, conducting regular check-ins, Quarterly Business Reviews (QBRs), and strategic sessions to drive adoption and satisfaction.
- Analyze customer data and metrics to provide actionable insights, continuously refining the client journey for optimal impact.
- Create and refine processes that streamline the customer journey, making it frictionless, value-driven, and measurable.
- Implement engagement strategies to drive customer retention and satisfaction, ensuring clients remain long-term advocates of Portcast.
- A Bachelor's Degree or equivalent, ideally with specialization in either Logistics, Maritime, Business, Marketing, Engineering, Computer Science, or related disciplines.
- Solid & proven experience in a commercial role (Customer Success/Account Management or Sales) of at least 3+ yrs within the logistics industry or logistics technology space.
- Strong familiarity with freight forwarding and global logistics workflows, and the ability to confidently engage customers across operations and commercial stakeholders.
- Demonstrated success in driving account expansion, including upsell and cross-sell conversations, and consistently delivering revenue growth from an existing customer base.
- Experience owning enterprise or mid-market accounts end-to-end, including onboarding, adoption, renewal, and retention.
- Strong stakeholder management skills, with the ability to build relationships and influence decision-makers across functions and seniority levels.
- Experience running QBRs and structured account success plans, using data, outcomes, and clear narratives to drive adoption and expansion.
- Excellent communication skills with a concise and structured thought process, especially when working with complex customers and multiple stakeholders.
- High ownership and independence, with the ability to operate in a lean startup environment and drive results without constant oversight.
- Strong problem-solving mindset, with a bias for action and the ability to turn product insights into customer-facing recommendations.
- Globally distributed, remote-first flexibility: Work with a fully distributed team across Asia and Europe, built on trust, accountability, and collaboration. Our diversity of perspectives fuels innovation and keeps us curious.
- Tech-first team: Youll work with like-minded individuals who share a passion for solving difficult problems using technology.
- Accelerated growth: Compress the learning curve in a couple of years by owning the web app from day one as your own baby. We are building our company to be the next B2B market leader in predictive global supply chains and youll be a major part of our story.
- Impact you can see: With a lean structure, your work is effective from the start. Youll see the results of your ideas and decisions directly moving the business forward.
- Curiosity: We stay hungry to learn and explore.
- Ownership: We act like founders and take responsibility.
- Raising the bar: We aim higher, never settling for good enough.
- Effective: We focus on impact and outcomes that matter.
Join us at Portcast and be part of a high-performing team shaping the future of the logistics and shipping industry through cutting-edge predictive analytics. Youll have the opportunity to drive meaningful impact for our customers and help build a resilient supply chain ecosystem. If youre passionate about customer success, innovation, and helping businesses unlock the power of data, we want to hear from you!
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Job Location
Hong Kong
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