Customer Experience Director

Crossroads Courier•Saint Louis, MO

2d•Onsite

About The Position

Crossroads Courier is looking for an experienced Director of Customer Experience to lead strategic customer relationships, improve retention, strengthen loyalty, and identify opportunities for long-term account growth. This is a highly visible leadership role for someone who thrives on building executive-level partnerships, solving complex customer challenges, and collaborating across departments to deliver exceptional service. Our team is guided by five core values: Customer First, Helping Others, Fun, Trustworthy, and Commitment to Excellence. If these values reflect how you lead, we'd love to meet you.

Requirements

Bachelor of Science in Business Management or related field.
5+ years of experience in Customer Success, Account Management, Customer Experience, Business Development, or a related leadership role.
Proven success managing strategic B2B customer relationships.
Experience working with executive-level stakeholders.
Strong business, financial, analytical, communication, and negotiation skills.
Experience using CRM systems for account management and forecasting.
Ability to influence cross-functional teams and lead customer-focused initiatives.

Nice To Haves

Logistics, transportation, courier, distribution, or other service-based B2B industry experience preferred.
Customer Success or Customer Experience leadership
Strategic Account Management
Executive Relationship Management
Revenue Retention
Contract Renewals
Business Reviews (QBRs)
Customer Escalation Management
Logistics or Transportation
CRM Platforms (Salesforce, HubSpot, Microsoft Dynamics, or similar)

Responsibilities

Serve as the executive relationship owner for key customer accounts.
Develop strategic account plans that improve retention, customer satisfaction, and profitability.
Conduct Quarterly Business Reviews (QBRs) and executive customer meetings.
Proactively identify renewal risks and lead customer retention strategies.
Resolve escalated customer concerns and lead service recovery efforts.
Identify opportunities to expand existing customer relationships in partnership with Revenue Growth.
Monitor revenue, gross profit, contract renewals, pricing opportunities, and account health.
Maintain accurate CRM documentation, forecasting, and customer activity.
Partner with Operations, Finance, Technology, Customer Support, and Sales to improve the customer experience.
Lead, coach, and develop two Customer Experience Specialists.