Customer Success Manager

The world depends on logistics—but most of it still happens out of sight. We, here at Aviro360, are changing that. Our proprietary Yard Visibility System (YVS) combines AI and computer vision to turn the world’s hardest-to-see logistics yard operations into automation our customers can safely rely on. We believe clarity drives progress—for operators, customers, and the global supply chain.

At Aviro360, you will join a team that experiments boldly, executes with discipline, and builds technology that helps our customers operate their yards intelligently.

The Customer Success Manager provides direct support to assigned sites ensuring that our customers have positive experiences adopting and interacting with our products throughout all phases of the technology adoption and usage lifecycle. Individuals in this role provide a familiar, reliable presence through the customer adoption journey; they drive adoption and usage rates with our customers; and they manage issue resolution with our deployed products. Individuals in this role also represent the voice of the customer by providing critical customer feedback during internal discussions regarding product enhancements.

This full-time role is based in Chicago, IL or Tampa, FL, or Salt Lake City, UT. Travel is variable and may be up to 75%.

1. Manage Customer Experience and Relationships

• Be a strategic partner and trusted advisor to customer end users.
• Lead customers’ on-site onboarding experience ensuring rapid adoption and activation of solutions.
• Manage user acceptance testing process ensuring products have been thoroughly assessed for optimal functionality and confirming customer acceptance of the products.
• Execute project plans through coordination with all stakeholders and assume responsibility for achieving project objectives.
• Lead customer project status meetings updating external stakeholders on project status, timelines, and next steps.
• Coordinate with internal organizations such as sales, product development and operations to ensure a positive customer experience and satisfy all commitments to customers.
• Educate customers on best practices and product features to maximize solution adoption.
• Document solutions to be provided for successful deployment of Aviro360’s technologies.

2. Manage Issue Resolution

• Serve as a primary point of contact for assigned customer sites.
• Support the end-to-end issue resolution process, both with the customer and with internal stakeholders.
• Serve as internal escalation point for issue resolution.
• Ensure issues are resolved according to company process and target metrics.

3. Drive Customer Adoption and Usage

• Work with the customer to develop detailed site SOP’s and support customer sites in the implementation of those SOPs.
• Track customer usage metrics and identify opportunities for improving usage of our products.
• Ensure as-is and to-be operational workflows are identified early in the implementation and are maintained as new solutions are implemented. Also utilizes learnings from prior implementations to ensure success as product solutions are improved and implemented.
• Track key performance indicators and use indicators to drive successful results for the customer.
• Create and administer training to customers for safe and successful usage of our products.

4. Assist with Product Roadmap Planning and Product Improvement

• Relay rapid product feedback for enhancement.
• Provide input on product roadmap planning.

Ideal Background Skill Sets

• Bachelor’s degree from an accredited university, or equivalent combination of education and experience.
• 3+ years of experience in Customer Success, Account Management, or related customer-facing role.
• Operations experience in a logistics, supply chain, or transportation environment.
• Understanding of Transportation Management (YMS), Warehouse Management (WMS), or Yard Management (YMS) systems.
• Demonstrated success supporting deployment of technology solutions to customer sites.
• Excellent interpersonal and communication skills, oral and written, for interaction at all levels, both within and outside the company, to achieve goals and objectives.
• Proven ability to work with cross-functional departments and personnel, including influencing without authority, success working in a matrixed organization, and as an individual contributor.
• Excellent analytical, problem solving, and communication skills.
• Strong engagement management and influencing skills.
• A high degree of emotional intelligence with external and internal interpersonal situations.
• Deep empathy for customers and end-users—can translate operational complexity into simple, elegant workflows.
• Demonstrates business acumen; data-driven, commercial-minded, and fluent in product architecture.
• Thrives in high-growth, entrepreneurial environments and can balance structure with agility.
• Background in supply chain, industrial automation, logistics technology, or mobility infrastructure preferred.