VP, Customer Growth

Department: Sales/Business Development Reports to: Chief Commercial Officer Location: Remote FLSA Status: Salaried (Exempt) Overview OneRail combines delivery orchestration technology, a connected logistics network, and operational expertise to help enterprises improve fulfillment and last mile delivery. As Vice President, Customer Growth, you will turn that capability into durable customer partnerships and profitable growth across our existing enterprise customer base. You will be integral to OneRail’s pilot-to-SaaS motion, leading the customer journey from initial proof of value to recurring SaaS revenue and long-term expansion. You will own customer growth strategy across retention, renewals, upsell, and cross-sell, aligning senior customer executives and OneRail teams around adoption, measurable value, and commercial outcomes. Responsibilities Customer growth and commercial performance Own account growth plans and renewal strategies, with clear revenue objectives, expansion opportunities, decision makers, milestones, and accountability for results. Build and manage a qualified expansion pipeline. Lead commercial strategy and negotiations in partnership with Sales, balancing growth, pricing discipline, customer value, and account profitability. Establish a rigorous operating cadence for renewal readiness, revenue forecasting, account health, and churn risk. Surface risks early and mobilize focused retention and recovery plans. Executive relationships and customer strategy Build trusted relationships with C-level executives and senior leaders across operations, supply chain, technology, finance, and digital commerce. Establish executive sponsorship and broad stakeholder support for conversion and growth. Serve as a strategic advisor on delivery transformation, fulfillment optimization, and customer experience. Translate customer priorities into joint business plans that connect OneRail capabilities to measurable business outcomes. Lead quarterly business reviews (QBRs) and executive strategy sessions that demonstrate results, address barriers, and secure alignment on investment priorities and expansion decisions. Pilot to SaaS conversion Quarterback the conversion journey from pilot signature, translating customer commitments into a joint success plan with measurable outcomes, accountable owners, milestones, and a target SaaS decision date. Align Implementation, Product, Technology, and Customer Success on launch readiness, adoption, and customer-validated value. Lead Customer Growth’s participation in the weekly Pilot-to-SaaS Conversion Council. Use the Ops-managed scorecard to assess implementation, technology, adoption, value, commercial readiness, and overall conversion confidence; turn every risk into an issue, owner, action, and due date. Adoption and value realization Expand adoption across business units, locations, fulfillment nodes, and geographies. Translate new use cases and delivery volume opportunities into successful launches, sustained usage, and profitable growth, aligned with operational capacity and service quality. Define success measures with customers and establish a consistent approach to documenting value, including delivery cost savings, margin improvement, operational efficiency, service performance, revenue enablement, and end-customer satisfaction. Translate adoption, delivery, financial data, and insights into credible business cases for SaaS conversion and expansion. Champion the end-to-end customer experience and serve as an executive escalation leader when issues threaten trust or retention. Align teams on resolution, communication, and prevention. Cross-functional leadership and customer influence Align Sales, Customer Success, Product, Marketing, and Finance around shared account priorities, clear ownership, and coordinated execution. Present portfolio performance, risks, and investment recommendations to OneRail’s executive leadership. Bring a structured voice of the customer into product roadmap and service decisions. Distinguish individual requests from scalable market opportunities, and prioritize recommendations based on customer impact, commercial potential, and delivery feasibility. Build a repeatable customer growth discipline through executive engagement standards, value reviews, and coaching. Partner with Marketing to develop customer advocacy, references, and evidence of business impact. Qualifications A demonstrated record of leading customer growth, strategic account management, customer success, or business development in complex B2B enterprise environments, with direct accountability for retention and revenue expansion. Success converting enterprise pilots or proofs of value into recurring SaaS agreements, navigating complex buying processes, and partnering with Sales on negotiation and close. Strong financial and analytical judgment, including account economics, forecasting, return on investment, and the ability to translate operational performance into an executive business case. Experience driving adoption and growth for technology platforms, technology-enabled services, or network-based businesses. Experience in logistics, supply chain, retail, distribution, or omnichannel fulfillment is strongly preferred. The ability to lead across functions, coach others, and influence priorities without relying on reporting authority. Clear communication, executive presence, and sound judgment in complex customer situations are essential. A strategic perspective paired with hands-on execution, high emotional intelligence, and a strong sense of ownership for customer outcomes and commercial commitments. How success will be measured Success will be measured through pilot-to-SaaS conversion rate, time to conversion, converted recurring revenue, and milestone attainment, alongside gross and net revenue retention, renewal performance, profitable expansion, adoption, and documented customer value. Forecast accuracy and timely resolution of conversion risks will be central to execution. Work location: Remote