Customer Success Manager

2 weeks ago

Fort Thomas, KY, United States RWI Logistics Full time
Customer Success Manager

Description

RWI Logistics is seeking a Customer Success Manager (CSM) with a strong focus on strategic account growth, customer retention, and operational excellence within the logistics and transportation industry. This role is responsible for managing key customer relationships, ensuring high service performance, identifying upsell and cross-sell opportunities, and driving long-term revenue and margin improvement.

The ideal candidate is a customer-focused, data-driven account manager who thrives in a fast-paced logistics environment and excels at cross-functional collaboration with Operations, Sales, Carrier Procurement, Finance, and Technology teams.

This position plays a critical role in delivering reliable freight solutions, improving customer satisfaction, and supporting sustainable business growth through proactive account management.
Key Responsibilities
Customer Relationship & Account Management
  • Serve as the primary point of contact for assigned customer accounts, managing daily communication, service escalations, and long-term partnership development.
  • Build a deep understanding of each customer's shipping network, freight lanes, service requirements, and business objectives.
  • Conduct regular customer check-ins, Quarterly Business Reviews (QBRs), and strategic planning sessions.
  • Proactively communicate performance metrics, service updates, and improvement recommendations that reinforce RWI's value proposition.
Service Execution & Performance Oversight
  • Collaborate with Operations, Carrier Procurement, and Capacity teams to ensure freight execution aligns with customer expectations and contractual agreements.
  • Monitor load-level performance, service KPIs, and on-time delivery metrics daily.
  • Identify trends, investigate service exceptions, and escalate issues as needed.
  • Partner with leadership to develop corrective action plans for accounts experiencing service disruptions or margin pressure.
  • Ensure accurate data entry, billing accuracy, and compliance with customer-specific SOPs.
Strategic Account Growth & Revenue Expansion
  • Identify and develop account growth opportunities through increased shipment volume, expanded lane coverage, and value-added logistics services.
  • Support rate reviews, RFPs, bids, and proposal development in collaboration with Finance and Capacity teams.
  • Build data-driven business cases to justify pricing strategies and account expansion initiatives.
  • Champion value-added services such as routing guide optimization, custom reporting, and TMS utilization to improve retention and wallet share.
Cross-Functional Collaboration
  • Act as a liaison between customers and internal stakeholders across Operations, Sales, Accounting, Capacity, and Technology.
  • Ensure internal alignment on service strategy, volume forecasts, load prioritization, and communication protocols.
  • Lead customer onboarding, kickoff meetings, post-implementation reviews, and account transitions.
  • Communicate changes in customer scope, expectations, or contacts across all relevant departments.
Reporting & Data Analysis
  • Manage and deliver customer performance reporting, scorecards, and dashboards.
  • Track KPIs including on-time performance, service failures, volume trends, claims, and margin performance.
  • Use analytics to identify risks, opportunities, and strategic shifts within customer freight networks.
  • Support customer audits and ensure documentation is accurate and timely.
  • Provide after-hours or weekend support as required.
Qualifications
Education & Experience
  • Bachelor's degree in Business, Supply Chain, Logistics, or a related field preferred.
  • 3-5 years of experience in logistics, transportation, freight brokerage, or customer-facing account management.
Technical Skills
  • Proficiency in Microsoft Excel, PowerPoint, and Outlook.
  • Experience using Transportation Management Systems (TMS); MercuryGate or similar platforms preferred.
  • Familiarity with CRM systems, BI tools, and customer reporting dashboards.
Core Competencies
  • Strong customer success, account management, and relationship-building skills.
  • Excellent verbal and written communication skills.
  • Analytical mindset with the ability to translate performance data into actionable strategies.
  • Highly organized with strong time management and prioritization abilities.
  • Proactive, collaborative, and accountable with experience working cross-functionally.
Working Conditions & Physical Requirements
  • Position is based in a general office environment.
  • Ability to operate a computer, phone, and standard office equipment.
  • Reasonable accommodations will be provided in accordance with ADA guidelines.
Equal Opportunity Employer

RWI Logistics is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.

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