Customer Success Manager

Fort Thomas, KY - USA

Monthly Salary: Not Disclosed

Posted on: 26-10-2025

Vacancies: 1 Vacancy

Job Summary

Customer Success Manager

Description

The Customer Success Manager (CSM) is responsible for ensuring long-term customer satisfaction retention driving operational excellence and identifying strategic opportunities for account growth and margin improvement. As the primary point of contact between customers and internal teams the CSM ensures service levels are consistently met performance is monitored and operational barriers are resolved in a timely proactive manner. This role plays a key part in the companys mission to deliver consistent reliable logistics solutions solutions and drive sustainable growth through proactive account management and cross-functional alignment across Operations Sales and Carrier Procurement.

Duties and responsibilities

Essential duties and responsibilities of the position include but are not limited to:

Customer Relationship Management

Serve as the primary point of contact for assigned customer accounts managing day-to-day communication service escalations and partnership development.
Develop a deep understanding of each customers business shipping needs and service expectations.
Proactively communicate updates performance metrics and recommendations that demonstrate RWIs value.
Conduct regular customer check-ins QBRs and planning sessions to maintain alignment and transparency.

Service Execution & Performance Oversight

Collaborate with internal Operations and Carrier teams to ensure freight moves according to customer expectations and contract requirements.
Monitor customer KPIs and load-level performance daily; investigate exceptions track trends and escalate service issues when needed.
Partner with leadership to build action plans for accounts with recurring service challenges or margin pressure.
Support clean data entry billing accuracy and process compliance related to customer-specific SOPs.

Growth Strategy & Opportunity Development

Identify opportunities to grow customer accounts through increased volume added services or expanded lane coverage.
Collaborate with Financial Analysts and Capacity teams to support proposal development rate reviews and bid activity.
Build internal business cases and provide data-driven justification for account-level expansion strategies.
Champion value-added services (e.g. routing guide support custom reporting TMS utilization) to strengthen retention.

Cross-Functional Coordination

Act as a liaison between the customer and internal stakeholders across Operations Capacity Accounting and Technology.
Ensure internal alignment on service strategy volume expectations load prioritization and communication protocol.
Facilitate internal customer kickoff meetings post-implementation reviews and customer transition efforts.
Communicate changes to customer expectations contacts or scope to all relevant internal departments.

Reporting & Analysis

Monitor and manage reporting tools to provide internal and external stakeholders with clear visibility into performance.
Implement regular scorecards or customized reports that highlight KPIs such as on-time performance service failures volume trends and claims.
Utilize reporting insights to identify risks opportunities or strategic shifts in the customers freight network.
Participate in customer audits and ensure supporting documentation is accurate and timely.
Support after-hours and weekend requirements as needed.
Other duties as required and assigned.

Qualifications

Qualifications to perform the job successfully include:

Education & Experience:

Bachelors degree in Business Supply Chain or a related field preferred.
35 years of experience in logistics transportation brokerage operations or customer-facing account management.

Technical Skills:

Proficiency in Microsoft Excel PowerPoint and Outlook required.
Experience using Transportation Management Systems (TMS); MercuryGate or similar platform preferred.
Familiarity with CRM systems BI tools and customer reporting dashboards is a plus.

Core Competencies:

Strong customer service orientation and relationship management skills.
Excellent written and verbal communication skills across varying levels of internal and external stakeholders.
Analytical thinker with the ability to assess performance data and translate insights into actionable strategies.
Highly organized with the ability to prioritize and manage multiple accounts and competing tasks.
Proactive collaborative and accountableable to work cross-functionally to solve problems and deliver results.

Working conditions

This position is performed in a general office setting.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee must be able to operate a computer/laptop and telephone and ability to talk and hear.

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

Required Experience:

Manager

Customer Success ManagerDescriptionThe Customer Success Manager (CSM) is responsible for ensuring long-term customer satisfaction retention driving operational excellence and identifying strategic opportunities for account growth and margin improvement. As the primary point of contact between custom...