Customer Success Manager
About Portless
Portless is a dynamic and innovative 3PL provider revolutionizing how businesses manage their Direct Supply Chain. We help merchants deliver a seamless post-purchase experience through fast, reliable fulfillment and logistics—so they can grow with confidence.
About the Role
As a Customer Success Manager, you will own a portfolio of merchants and drive the full customer success flywheel: Adopt → Realize Value → Expand → Renew with Confidence This is not a "ticket routing" role. You are a strategic partner in your merchant's growth. You will be accountable for customer outcomes by proactively driving adoption, identifying paths to improve operational performance, and introducing services that deepen value. You will bridge the gap between merchant goals and operational reality, ensuring our delivery is both successful and scalable.
What You’ll Own (Responsibilities)
1. Adoption & Enablement
- Lead Post-Launch Success: Ensure merchants reach operational "go-live" and early stability through rigorous success plans.
- Drive Feature Adoption: Align merchant objectives with Portless capabilities to ensure they are utilizing the full potential of our platform.
2. Value Realization & Outcomes
- KPI Operationalization: Define success for each account (speed, cost, delivery experience) and translate it into measurable performance metrics.
- Proactive Health Monitoring: Use leading indi
