Customer Success Specialist

About ONRAMP 75% of our nation's freight is moved by truck and the underlying payments systems are fundamentally broken, relying on unreliable legacy technology from the 1980s. Join ONRAMP to build payments infrastructure that's purpose-built for transportation, tackling a massive opportunity in freight payments and creating a more efficient future. ONRAMP is backed by top supply chain & fintech VC firms, with executives who have led teams at AmEx and Wex. You will find a team of individuals bringing their best to the table and working together openly to challenge the highly profitable, slow-moving incumbents that have dominated for decades. What we’re looking for We’re seeking a Customer Success Associate to join our growing team. This individual will play a pivotal role in supporting and guiding our customers throughout their journey with ONRAMP, from onboarding through to full adoption. The ideal candidate is a strong communicator, skilled in relationship-building, and able to work cross-functionally to ensure customers get maximum value from our platform. You’ll partner with clients to ensure they understand and utilize the platform effectively, helping them solve challenges and achieve their goals with ONRAMP.

Responsibilities

• Onboard and Support Customers : Guide customers through the onboarding process and provide ongoing support to ensure smooth implementation and adoption of our products.
• Customer Education : Offer product education to customers, ensuring they understand and utilize ONRAMP’s solutions to their full potential.
• Customer Engagement : Establish regular touchpoints with customers to proactively identify opportunities for deeper engagement and product adoption.
• Track and Report Metrics : Monitor customer satisfaction and product usage, reporting on key metrics and identifying areas for improvement.
• Account Escalations : Act as an advocate for customer needs, managing any account escalations and ensuring timely resolution of issues.
• Collaboration Across Teams : Work closely with the Sales, Product, and Engineering teams to ensure customer needs are addressed and product feedback is shared.
• Customer Retention : Focus on building long-term, trusting relationships with customers, working to ensure continued satisfaction and account renewals. Qualifications
• 2-4 years of experience in customer success, account management, or a similar customer-facing role.
• Strong written and verbal communication skills, with the ability to present complex information clearly.
• Proven ability to build relationships and manage customer expectations, particularly in a B2B or SaaS environment.
• Strong organizational skills and the ability to manage multiple accounts and projects simultaneously.
• Detail-oriented with a strong ability to problem-solve and adapt to customer needs.
• Exposure to TMS solutions, logistics and/or fintech products is a bonus.

Benefits

• Health, dental, and vision insurance.
• Meaningful equity in an industry-changing startup.
• 401k plan. ONRAMP is an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. Please email [email protected] using the subject title “ONRAMP – Customer Success Specialist” and attach your resume.