Manager Customer Success

Duties And Responsibilities

• Lead and develop a high-performing Customer Success team, driving accountability, exceptional service, and operational excellence in a fast-paced, global environment
• Partner with customers to understand strategic goals, align resources, and deliver executive-level business reviews that maximize value and long-term growth
• Build trusted relationships with senior customer stakeholders, serving as a strategic advisor and escalation point across global regions
• Drive organic revenue growth through cross-selling, upselling, freight expansion, and supply chain solution adoption while managing account profitability and P&L performance
• Collaborate cross-functionally to identify and implement cost savings, process improvements, and customer-focused innovation initiatives
• Champion customer satisfaction by optimizing NPS performance, resolving complex issues, and leading continuous improvement efforts based on customer feedback and service trends
• Oversee transportation operations for life sciences customers, ensuring compliant, secure, temperature-controlled shipment execution and an outstanding customer experience
• Analyze operational and customer performance metrics to drive service excellence, improve efficiency, and achieve key business objectives
• Recruit, develop, and retain diverse talent through coaching, performance management, succession planning, and employee engagement initiatives that foster a culture of collaboration and continuous improvement

Qualifications

• Required: Bachelor’s degree from accredited college or university
• Minimum 5 years of related industry experience
• Minimum 2 years of leading and managing teams
• Preferred: Advanced proficiency in Microsoft Office Suite of programs
• Knowledge of Supply Chain and/or Logistics industry
• Experience in consultative and strategic sales
• Strong negotiation and conflict resolution skills
• Strong written and verbal communication skills, including experience presenting to internal and external key decision makers
• Demonstrates skill of managing internal and external customer expectations
• Values a diverse and inclusive work environment