Customer Success Manager

RWI Logistics is seeking a Customer Success Manager (CSM) with a strong focus on strategic account growth customer retention and operational excellencewithin 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 customers 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 RWIs 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

• Bachelors degree in Business Supply Chain Logistics or a related field preferred.

• 35 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.