Director, Customer Success / Account Management

About the role

Metropolitan Warehouse & Delivery is seeking an experienced, customer-focused leader to join our Commercial team as Director, Customer Success. This role serves as the executive owner of strategic customer relationships, ensuring exceptional service delivery while driving long-term customer growth and profitability across Metropolitan's national network.

Responsibilities

• Serve as executive relationship owner for a portfolio of strategic national accounts.
• Build trusted partnerships with customer executives, supply chain leaders, and operations teams.
• Lead Quarterly Business Reviews (QBRs), executive business reviews, and strategic planning sessions.
• Champion the Voice of the Customer across Metropolitan's organization.
• Proactively identify risks, resolve escalated issues, and ensure a best-in-class customer experience.
• Develop account strategies that drive customer retention and profitable growth.
• Partner with Sales/Business Development on customer expansion opportunities.
• Lead contract renewals, pricing discussions, and commercial negotiations.
• Support RFP responses, Statements of Work (SOWs), implementation planning, and commercial proposals.
• Partner closely with Regional Operations leadership to ensure customer commitments are achieved.
• Monitor KPIs, SLAs, customer scorecards, financial performance, and operational metrics.
• Drive continuous improvement initiatives that improve service, productivity, and profitability.
• Coordinate cross-functional resources to resolve customer challenges quickly and effectively.
• Support implementation of new business launches, network expansions, and operational transitions.
• Understand customer performance and profitability.
• Monitor pricing compliance and identify opportunities for margin improvement.
• Support budgeting, forecasting, and annual business planning.
• Collaborate with Finance on billing, contract administration, and commercial analysis.
• Influence cross-functional teams without direct authority.
• Coach and mentor Account Managers as the organization continues to grow.
• Foster a culture of accountability, customer focus, collaboration, and continuous improvement.

Qualifications

Bachelor's degree in Business, Supply Chain, Logistics, Operations, or a related field, or equivalent professional or military experience. Seven (7)+ years of progressive experience in Account Management, Customer Success, Supply Chain, Logistics, or Operations.

• Experience managing strategic or national customer accounts within a complex operational environment.
• Demonstrated ability to lead strategic customer initiatives, manage executive relationships, and deliver measurable commercial value.
• Proven experience supporting pricing strategy, contract negotiations, Statements of Work (SOWs), RFP responses, and commercial agreements.
• Strong business acumen with the ability to balance customer satisfaction, operational execution, and financial performance.
• Exceptional customer relationship management, communication, negotiation, and presentation skills.
• Proven ability to collaborate across multiple functional teams and influence stakeholders without direct authority.
• Strong analytical and problem-solving skills with the ability to interpret operational and financial data to drive business decisions.
• Excellent organizational and project management skills with the ability to prioritize multiple initiatives in a fast-paced environment.
• Proven ability to lead cross-functional initiatives across multiple locations.

Preferred Qualifications

• Ten (10)+ years of progressive account management or customer leadership experience, including national 3PL account management.
• Experience within third-party logistics (3PL), warehousing, transportation, distribution, or final mile operations.
• Experience managing enterprise or Fortune 500/1000 customer relationships across multiple locations.
• Experience supporting furniture, big and bulky retail, home furnishings, appliance, or consumer goods customers.
• Experience managing multi-site or national logistics programs.
• Experience with network optimization, distribution strategy, or supply chain consulting.
• Experience supporting large, complex customer implementations and network expansions.
• Working knowledge of Warehouse Management Systems (WMS), Transportation Management Systems (TMS), and supply chain performance metrics.
• Demonstrated success identifying and executing organic growth opportunities within existing customer accounts.
• Strong executive presence with a consultative mindset that balances growth opportunities against operational excellence and customer satisfaction.

Location & Travel

Must reside in a major U.S. metropolitan market with convenient access to a major commercial airport. Ability to travel approximately 40%–50% throughout Metropolitan's national warehouse network and customer locations. Relocation assistance is available for qualified candidates.

Benefits

Compensation: $130,000–$150,000 base salary plus annual performance bonus (target 20%).