Customer Success Enablement Manager

Role Summary

The Customer Success Enablement Manager acts as the analytical and operational bridge between Sales and Customer Success — equipping the sales team to win new business and ensuring every new customer is onboarded to a consistent, best-practice standard. This role combines commercial analysis with implementation leadership: building pricing and cost analyses, supporting discussions with potential customers through data-driven solution design, and owning the transition from signed contract to steady-state service. The successful candidate will also lead Customer Success team projects, bringing structure, clear ownership, and streamlined execution to initiatives that improve how the Company sells, onboards, and serves its customers, supporting the Company's continued growth within the logistics industry.

Key Responsibilities

Sales Enablement, Pricing & Analysis

• Partner with the sales and marketing teams, sharing relevant market insight and logistics expertise to support discussions with potential customers, as well as RFQ, RFP, and tender responses.

• Analyze prospect shipment data — volumes, lanes, modes, origin mix, and seasonality — to identify savings opportunities such as consolidation, routing and mode optimization, and build a clear business case for the Company's solutions.

• Join prospect meetings and solution-design discussions as the subject-matter expert on origin operations and pricing logic, presenting supporting analysis that clearly demonstrates the value of the Company's solutions.

• Prepare and configure systems for customer demos — including data set-up, dashboards, and reporting — using SQL, analytics, and BI tools to ensure the platform is set up correctly and the most relevant, high-impact outputs are showcased.

• Collaborate with teams across the organization to validate rate structures, origin and destination fees, and service assumptions, ensuring proposals are competitive, accurate, and profitable.

• Work with the marketing team to develop and maintain standardized sales enablement materials — proposal templates, solution presentations, pricing tools, and case studies — to ensure consistent, high-quality messaging to potential customers.

Customer Implementation & Onboarding

• Lead the end-to-end implementation of newly won customers, from contract handover through go-live and stabilization, ensuring a seamless transition from Sales to Customer Success and Operations.

• Develop implementation plans with clear milestones, owners, and success criteria, coordinating origin offices and the operations, documentation, warehouse, and IT teams to deliver on schedule.

• Ensure proven best practices are leveraged in every implementation — standardized SOPs, KPI frameworks, booking and PO management processes, reporting templates, and system integrations (e.g., EDI/API) — while adapting to customer-specific requirements.

• Monitor the early-life performance of new accounts against agreed KPIs, proactively resolving issues and handing over to the account team once steady state is achieved.

• Capture lessons learned from each implementation and continuously refine the Company's onboarding playbook, checklists, and toolkit.

Project Leadership & Team Enablement

• Lead and coordinate Customer Success team projects — process improvements, tool and system rollouts, reporting initiatives, and cross-functional programs — using a structured, streamlined approach with defined scope, timelines, and accountability.

• Establish practical project governance, including trackers, status reporting, clear roles and responsibilities, and risk and issue logs, to keep stakeholders aligned and initiatives on track.

• Identify opportunities to simplify and standardize team workflows, leveraging automation and digital tools where they add value.

• Build team capability by developing training materials and knowledge resources on pricing, analysis tools, and implementation best practices.

• Prepare and present project updates, sales support metrics, and implementation performance reports to management to support informed decision-making.

Qualifications & Requirements

Experience & Education

• Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related discipline.

• 10+ years of experience in logistics, freight forwarding, or supply chain, including experience in pricing, solution design, sales support, customer implementation, or project management.

• Working knowledge of freight forwarding products and cost structures (ocean, air, consolidation, origin and destination charges) and import and export procedures.

• Project management certification (e.g., PMP, PRINCE2) or Lean / Six Sigma experience is an asset.

Skills & Competencies

• Strong presentation skills, with the ability to tailor content and present confidently to stakeholders from different regions and cultures.

• Strong analytical and modeling skills, including advanced Excel.

• Sound technical knowledge, with hands-on experience using SQL, analytics platforms, and BI tools (e.g., Power BI, Tableau) to query and structure data, ensure systems are set up correctly for demos, and showcase the strongest possible outputs.

• Ability to translate complex data into clear, compelling commercial insights and presentations for potential customers and senior stakeholders.

• Proven track record of managing multiple projects or implementations simultaneously, delivering on time and with close attention to detail.

• Solid understanding of logistics operations and of the functions, SOPs, and KPIs of different departments.

• Excellent interpersonal, communication, and stakeholder-management skills, with the ability to influence without direct authority.

• Strong command of written and spoken English; fluency in Mandarin and/or Cantonese is an asset.

• Proficient in MS Office; familiarity with CRM, TMS, and project-management tools is an asset.

Personal Attributes

• Mature, enthusiastic, and solution-oriented, with a positive, confident approach to problem-solving.

• Highly organized and structured, able to bring clarity and momentum to complex, cross-functional work.

• Strong communicator with a global mindset and respect for diverse cultures, able to embrace and adapt to change with a positive attitude.