iCustoms.ai
Customer Success Manager
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About iCustoms.ai
iCustoms is a leading-edge AI-driven platform revolutionising the world of trade compliance and customs clearance. We help businesses navigate the complexities of global trade by automating customs entries, classification, and document management using proprietary AI technology. As we scale our customer base across the UK, Ireland, and beyond, we're looking for a Customer Success Manager who can combine real customs domain expertise with a genuine enthusiasm for technology.
The Role
We are seeking a Customer Success Manager to own the post-sale relationship with our customers — customs brokers, freight forwarders, and importers/exporters — ensuring they get maximum value from the iCustoms platform. This is a hybrid role: part relationship manager, part customs advisor, part product champion. You'll need enough customs brokerage knowledge to speak the customer's language and troubleshoot real compliance workflows, paired with the technical fluency to guide customers through a fast-evolving SaaS/AI platform.
Key Responsibilities
Customer Relationship Management
- Own the end-to-end customer relationship post-onboarding — driving adoption, retention, and expansion across your book of accounts.
- Act as the primary point of contact for customers, building trusted, consultative relationships with operations and compliance teams.
- Run regular business reviews to track customer health, surface value delivered, and identify growth opportunities.
- Proactively monitor usage and engagement signals to flag churn risk and intervene early.
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Onboarding & Implementation
- Guide new customers through onboarding, ensuring their customs workflows, entry types, and compliance requirements are correctly mapped within the platform.
- Translate customer-specific customs brokerage processes into effective platform configuration and best practice.
- Partner with the implementation and product teams to ensure a smooth, low-friction go-live.
Technical & Compliance Support
- Support customers in troubleshooting entry rejections, data mapping issues, and broader platform inquiries with confidence and speed.
- Apply working knowledge of customs brokerage and trade compliance to diagnose root causes — not just symptoms — behind customer issues.
- Liaise with the product and engineering teams to escalate systemic issues and represent the voice of the customer in the roadmap.
Advocacy & Enablement
- Champion customer feedback internally, helping shape product improvements and new features.
- Support training sessions for customers and internal teams on platform capabilities, customs fundamentals, and regulatory updates.
- Contribute to customer-facing content — playbooks, FAQs, and best-practice guides — that scale customer success across the book.
Required Qualifications & Skills
- Customs Brokerage Knowledge: Experience in customs brokerage, freight forwarding, or trade compliance strongly preferred — you understand entries, classification, and the operational realities customers face.
- Technology Proficiency: High comfort working with SaaS and AI-driven platforms; able to learn new systems quickly and translate technical concepts for non-technical users.
- Customer Success Experience: A track record of managing customer relationships, driving retention, and delivering measurable value in a B2B SaaS or trade/logistics environment.
- Communication: Ability to explain complex customs and platform “nuances” to customers clearly, confidently, and without jargon.
- Problem-Solving: A proactive, analytical approach to investigating issues and identifying root-cause fixes rather than workarounds.
- Systems Knowledge (a plus): Familiarity with CDS, AIS/AES, NCTS, or ICS2 is a strong advantage.
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Why Join iCustoms.ai?
- Be at the forefront of the “Digital Customs” revolution.
- Work in a fast-paced, high-growth environment where your input directly shapes the customer experience and product.
- Collaborate with a global team of AI specialists and trade professionals.
- Exceptional benefits and genuine growth opportunities.
iCustoms.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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