Carrier Success Manager

DAT

1d•$33 - $53•Hybrid

About The Position

The Carrier Success Representative is responsible for retaining and growing DAT's carrier customer base within a dedicated territory. This role manages retention outcomes, executes upsell and cross-sell strategies, maintains territory health, and cultivates strong customer relationships. The representative serves as the primary point of contact for their territory, translating field intelligence into actionable insights for product, marketing, and support teams.

Requirements

Highly effective account manager who will build and maintain relationships with customers in a B2B environment.
Deep understanding of the freight and logistics industry.
Strategic thinker with demonstrated experience developing profitable relationships with customers.
Detail oriented and adaptable multi-tasker who can manage multiple projects in a fast-paced environment.

Responsibilities

Own churn quota and proactively manage at-risk accounts using Einstein reports and territory data.
Ensure all new fleets of 10+ trucks are fully onboarded; manage completion rates and build onboarding packages.
Develop reactivation strategies for non-pays and churned accounts, segmented by rep, territory, and product.
Track and report on self-service reactivation rates; build profiles of successful reactivations to inform strategy.
Maintain a 30-day-plus reactivation program with defined conversion targets and outreach cadences.
Use C-Sat scores, surveys, and other tools to understand churn drivers and close feedback loops.
Achieve budgeted growth targets for ancillary services including DAT IQ, Outgo, TMS integrations, Trucker Tools Tracking, and CMS.
Develop and document best practices for obtaining product upgrades; share and train across the team.
Drive penetration of new services and partnership offers within the existing carrier base.
Maintain a working understanding of each territory: economic factors, competition, penetration rates, churn rates and reasons, equipment types, and customer mix.
Ensure top 100 fleet accounts per territory are fully profiled, covering: number of employees, decision makers, TMS in use, competitive presence, growth potential, risks, revenue, and load types.
Use territory data to build growth strategies and identify expansion opportunities.
Own the method and cadence for collecting and reporting customer feedback to Product Management and Product Marketing.
Represent the customer perspective in UAT cycles and PM discussions.
Analyze and synthesize feedback into actionable reporting with sufficient detail for product decisions.
Hire, develop, and retain Carrier Success Representatives; manage PIPs and attendance as needed.
Conduct 1:1s twice per month with each direct report.
Lead team meetings twice per month and territory-focused meetings once per month.
Ensure reps understand and can execute basic Salesforce reporting; advanced reporting continues through Sales Analysts.
Ensure processes, training, and job focus align with Sales, Product, and Support teams.
Participate in OKR cycles, Quarterly Business Reviews, and weekly supervisor meetings.