Customer Success & Implementation Manager (CSIM)
About GoComet:
GoComet is the world’s most easy-to-use, intuitive multi-modal logistics platform, empowering enterprises with the latest technology to innovate their logistics operations and reduce costs. Backed by leading investors, GoComet is expanding its global presence and redefining logistics management through data science and machine intelligence.
Job Description:
The Customer Success Manager (CSIM) plays a pivotal role in driving customer success by overseeing project implementation, business analysis, and strategic execution. The role requires managing the end-to-end implementation of GoComet’s solutions, from requirement gathering to execution, ensuring customer satisfaction and long-term retention. The CSM will act as a bridge between clients, internal teams, and stakeholders, ensuring smooth project rollout, process mapping, and continuous product adoption.
Key Responsible Area:
Project Implementation & Business Analysis
· Lead and oversee the end-to-end project implementation lifecycle for new and existing clients.
· Finalize Business Requirement Documents (BRD) and obtain necessary approvals/sign-offs.
· Develop and execute implementation plans, ensuring alignment with client objectives.
· Map customer processes (flow charts, SOPs) and align them with GoComet's solutions.
· Conduct gap analysis and provide recommendations to enhance operational efficiency.
Customer Success & Relationship Management
· Serve as the primary point of contact for customers, ensuring seamless onboarding and adoption.
· Foster strong relationships with C-level executives (CXOs, COOs) and key stakeholders.
· Work proactively to identify challenges and provide solutions to optimize customer experience.
· Monitor customer health scores, ensuring product utilization and satisfaction.
Project Documentation & Reporting
· Maintain detailed project documentation, ensuring clarity and compliance.
· Provide weekly/monthly project status updates to internal teams and clients.
· Track key project metrics, ensuring timely execution and quality delivery.
Process Optimization & Internal Collaboration
· Identify areas of process improvement and implement best practices.
· Work cross-functionally with product, sales, and tech teams to drive innovation.
· Contribute to internal process improvement initiatives and team knowledge sharing.
Key Performing Index
· Customer onboarding & activation TAT
· Project implementation success rate
· BRD completion & approval timelines
· Customer engagement & product adoption rates
· CSAT (Customer Satisfaction) score
· Process improvement contributions
Requirements
Must-Have Skills & Qualifications
· 2+ years of experience in customer success, business analysis, or project management.
· Strong understanding of project implementation methodologies and process mapping.
· Experience in preparing and finalizing BRDs, project documentation, and implementation plans.
· Proficiency in MS Excel, project management tools (JIRA, Asana, Trello, etc.).
· Excellent communication, problem-solving, and stakeholder management skills.
· Ability to analyse data, derive insights, and present findings to clients and internal teams.
· Strong emotional intelligence, adaptability, and a customer-centric mindset.
Bonus Points
· Knowledge of the logistics and supply chain industry.
· Experience in business process automation and digital transformation projects.
· Familiarity with CRM tools (Salesforce, HubSpot, Zoho, etc.).
Why Join Us?
· Work with a fast-growing, innovative tech company transforming the global logistics industry.
· Opportunity to engage with international clients and industry leaders.
· Be part of a collaborative and dynamic team focused on growth and excellence.
· Competitive salary, career growth opportunities, and a flexible work environment.
If you're passionate about customer success, project management, and business analysis, we’d love to hear from you!
Why GoComet?
GoComet is a dynamic SaaS start-up that provides AI-powered transportation visibility solutions to revolutionize the trillion-dollar logistics sector. At GoComet, we are revolutionizing the logistics sector one day at a time, and every team member is committed to making it a reality.
We're seeking individuals who embody our core values, character, and attitude. While we recognize that skills can be developed with the right mindset and learnability, we prioritize those who share our philosophy. Our recruitment processes reflect this belief.
Look no further if you're looking for a diverse, talented, and vibrant workplace that recognizes and rewards hard work. We're ambitious, fast-paced, and unafraid to experiment, fail, learn, and ultimately succeed. This is us! Join our team if you share our culture and values.
We're an equal-opportunity employer. We welcome qualified applicants from all races, colors, religions, sexes, nationalities, sexual orientations, gender identities, and abilities.
We are hiring for multiple positions.
For any queries, feel free to write to careers@gocomet.com
