About Freightmate

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Global trade keeps the world moving. Freight forwarders are the companies behind the scenes that make it possible, coordinating the movement of goods across borders, oceans, and continents. Yet despite their critical role in the global economy, much of the industry still relies on outdated software and manual processes.

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We're changing that.

Freightmate is building the AI-native freight management platform with an ambitious goal: automate over 90% of the work freight forwarders do, freeing their teams to focus on what matters most: their customers and the exceptions that need human expertise.

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Founded by leaders from Amazon Global Logistics and other global logistics technology companies, we're a fast-growing startup on a mission to transform how the industry operates. Our technology is already helping leading global logistics companies automate complex workflows, and we're just getting started.

We're building a team of ambitious, driven people who move fast, take ownership, and believe AI creates an opportunity to fundamentally rethink how enterprise software is built and delivered.

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About the Role

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We're looking for an exceptional Customer Success Lead to help build and scale our customer success function as Freightmate grows.

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This is an opportunity to join at an exciting stage, work directly with our founders and engineering team, and play a meaningful role in shaping how we deliver an outstanding customer experience.

You'll own the customer journey from implementation through adoption and ongoing success, building strong relationships with customers while helping them transform how they operate using Freightmate.

Just as importantly, you'll help us rethink how customer success itself should work in an AI-native company. We don't want to simply recreate traditional implementation and support processes. We want someone who's excited to challenge them, experiment with new approaches, and use AI and automation to deliver an exceptional customer experience as we scale.

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This is a hands-on role with significant ownership, direct exposure to customers, and the opportunity to build something from the ground up.

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What You'll Do

• Own customer implementations end to end. Lead customers through requirements gathering, configuration, testing, training, go-live, and post-launch support, ensuring a smooth transition and an outstanding experience.
• Build exceptional customer relationships. Become a trusted partner to our customers, understand their operations, and help them realize the full value of Freightmate.
• Drive adoption and customer outcomes. Proactively identify opportunities to improve how customers use our platform, remove obstacles, and help them achieve measurable operational improvements.
• Solve complex problems. Investigate technical and operational issues, identify root causes, develop solutions or workarounds, and collaborate closely with engineering to drive lasting resolutions.
• Be the voice of the customer. Bring customer feedback and insights directly into our product development process, helping shape priorities and improve the platform.
• Build for scale. Develop the processes, playbooks, and tools that will form the foundation of our customer success organization as we grow.
• Push the boundaries of AI. Identify and implement opportunities to use AI and automation to make implementation, support, and customer success faster, more efficient, and more effective.
• Own customer success metrics. Take accountability for implementation timelines, customer satisfaction, product adoption, support quality, and retention, continuously improving how we deliver results.

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What We're Looking For

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Above all, we're looking for someone with exceptional ownership, curiosity, and the drive to build something great.

• You take ownership. You see problems through to resolution, take initiative without being asked, and care deeply about the quality of your work.
• You love working with customers. You're an excellent communicator, build trust naturally, and genuinely enjoy helping people solve problems.
• You're technically curious. You enjoy understanding how software works, digging into complex issues, and collaborating with engineers to find solutions.
• You're AI-first. You're already experimenting with AI tools in your daily work and excited about using them to fundamentally improve how work gets done.
• You're comfortable with ambiguity. You thrive in a fast-moving startup environment where not everything has a playbook, and you're excited to help create one.
• You have a builder's mindset. You're constantly looking for ways to make things better, whether that's improving a customer workflow, automating a process, or developing an entirely new approach.
• You care about the details. You hold yourself to a high standard, follow through on commitments, and take pride in delivering an exceptional experience.
• You're eager to learn and grow. You seek feedback, learn quickly, and are excited to take on increasingly challenging responsibilities as the company scales.

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Bonus Points

• Experience in customer success, implementation, solutions engineering, or technical support at a B2B software company
• Background in freight forwarding, customs brokerage, logistics, or supply chain technology
• Experience building or improving customer-facing processes at an early-stage startup
• Familiarity with SQL, APIs, scripting, or automation tools
• Experience applying AI to improve internal workflows or customer experiences
• Experience mentoring others or helping build a team

We care far more about what you can do, how you think, and your potential than your years of experience or specific job titles. If you're exceptional and excited about this opportunity, we'd love to hear from you.

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Why Join Freightmate?

• Build something that matters. Help transform a massive global industry that has been underserved by modern technology.
• Join at an exciting stage. Our platform is gaining momentum with customers, and there's an enormous opportunity ahead as we scale.
• Have real ownership and impact. Work directly with the founders and engineering team, influence the product, and help shape how we grow.
• Work at the forefront of AI. Help define what customer success looks like in a world where AI fundamentally changes how software is delivered and supported.
• Grow with the company. Take on new challenges, develop your skills, and have the opportunity to help build and lead the customer success organization as Freightmate scales.

Location

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Seattle, Washington preferred. We value close collaboration, particularly at this stage of the company, and would love someone who can work regularly with our leadership and engineering teams in person.