Customer Success Executive

About the role

Cargoz is seeking a Customer Success Executive to drive product adoption, engagement and workflow reliability across its digital logistics platform. The role bridges customers, product and operations, turning real‑user behavior into actionable improvements.

Key responsibilities

• Conduct regular 1:1 conversations with customers to capture qualitative insights and understand usage patterns.
• Own user activation, onboarding success and progression through key workflows.
• Identify, analyse and resolve drop‑offs and friction points in customer journeys.
• Track product adoption, engagement trends and feature usage across workflows.
• Monitor end‑to‑end workflow health, reliability and performance issues.
• Detect, troubleshoot and escalate bugs, UX issues and integration failures.

Required profile

• 3–5 years of experience in Customer Success, Product Operations, Product Analytics or similar roles.
• Background in SaaS, marketplace, logistics tech or digital‑first environments.
• Proven track record of improving product adoption, engagement and retention.
• Strong analytical and structured thinking with ability to work across systems.
• Excellent written and verbal communication in English.

Required skills

• Proficiency with dashboards and CRM tools.
• Basic SQL knowledge.
• Familiarity with analytics tools such as Hotjar, FullStory or Gong.
• Experience with WhatsApp Business API and customer communication platforms.
• Knowledge of ERP systems (e.g., Odoo) and API/integration concepts.