Customer Success Manager

OIA Global•Chicago, OH

13d•Hybrid

About The Position

The 4PL Customer Success Manager is accountable for customer outcomes, strategic alignment, and value realization within a control tower environment. The role connects customer objectives with operational performance by governing visibility, deployment coordination, material readiness, delivery blockers, and customer-impacting exceptions. The role provides commercial ownership, performance governance, prioritization, and escalation support while operational execution remains with Operational Excellence Specialist and Coordinator roles. It uses control tower insights to drive structured improvement, cost optimization, retention, and partnership growth.

Requirements

Bachelor’s degree is preferred in Supply Chain Management, Logistics, Business Administration, International Business, Operations Management, or a related discipline; equivalent relevant experience may also be considered.
Strong understanding of SAP S/4HANA-enabled supply chain environments, order lifecycle visibility, integration touchpoints, and workflow dependencies.
Typically requires 8+ years of relevant experience in logistics, supply chain, 4PL/control tower, customer success, account management, or customer governance roles.
At least 3 years of experience managing senior customer relationships, performance governance, escalations, and continuous improvement initiatives.
Proven customer success, account management, or 4PL governance experience with ownership of retention, growth, and value realization.
Strong analytical skills, translating KPI performance, dashboard insights, operational risk, and service trends into actionable recommendations.
Experience leading performance governance, including KPI frameworks, dashboards, attribution, and business reviews.
Familiarity with deployment, control tower, 4PL, or complex supply chain operating models.
Experience supporting continuous improvement roadmaps and leading or contributing to Root Cause Corrective Action reviews.
Ability to operate across global or regional stakeholders, including follow-the-sun or multi-region service models.
Strategic Relationship Management: Builds and expands senior customer relationships aligned to objectives, retention priorities, and growth opportunities.
Governance and Performance Management: Structures governance cadences, manages dashboards, and supports clear business review discussions.
Data-Driven Insight and Decision Support: Interprets KPI performance, dashboard insights, operational risk, and service trends to provide clear recommendations for customers and internal stakeholders.
Continuous Improvement Leadership: Drives structured improvement roadmaps based on performance insights, Root Cause Corrective Action outcomes, customer priorities, and measurable value opportunities.
Deployment and Service Governance: Understands order lifecycle visibility, deployment orchestration, material readiness, delivery blockers, and service continuity.
Multi-Stakeholder Alignment: Aligns customer, internal, operational, and partner stakeholders across regions, functions, and operating models to support effective governance and decision-making.
Customer Communication and Influence: Communicates complex operational and performance topics clearly, engages senior decision-makers, and influences outcomes through fact-based, customer-focused dialogue.
Escalation and Exception Management: Provides escalation leadership, exception trend management, and prioritization during critical customer-impacting issues.
Commercial and Value Orientation: Identifies cost savings, cost avoidance, cost-to-serve improvements, and value-realization opportunities supported by clear business cases and measurable outcomes.
Collaborative and Adaptable: Works effectively across diverse teams, regions, and service models, adapting to evolving customer priorities while maintaining discipline in governance and follow-through.
Customer-Centric and Results-Driven: Maintains a strong focus on customer value, measurable business outcomes, and sustainable partnership success.

Responsibilities

Own the customer relationship, including strategic alignment, performance, retention, and expansion.
Lead growth and value-realization discussions with customers, supported by operational data and insights.
Act as the senior customer contact, ensuring alignment between customer objectives and company solutions.
Own the governance cadence, including weekly, monthly, and quarterly reviews, ensuring discussions are insight-led, action-oriented, and aligned to agreed performance frameworks.
Translate performance, deployment progress, exception trends, material readiness risks, and delivery blockers into actionable recommendations.
Maintain governance action logs and ensure timely follow-up of commitments, improvement actions, escalations, and corrective actions.
Govern deployment milestones across suppliers, customer sites, and logistics partners, aligning readiness, capacity, and customer priorities.
Maintain control tower visibility through dashboards, KPI frameworks, exception reporting, and governance standards.
Identify, sponsor, and deliver cost-saving, cost-avoidance, and cost-to-serve initiatives that create measurable customer value.
Develop business cases for structural improvement, automation, and process optimization with Operations, Solutions, and Commercial teams.
Own the continuous improvement roadmap by converting performance insights, RCCA outcomes, and customer priorities into measurable value initiatives.
Ensure transparent performance attribution, distinguishing internal and external performance drivers to support objective governance discussions.
Provide prioritization and escalation support for customer-impacting issues, deployment risks, material constraints, and recovery actions.
Lead customer-facing escalations and Hypercare management during critical issues.
Participate in operational and partner performance reviews from a customer impact and escalation perspective, with execution led by the Operational Excellence Specialist.
Lead RCCA reviews and exception trend management, translating recurring issues into sustainable improvements.
Maintain clear separation between customer success governance and operational execution.
Coordinate internal stakeholders to ensure customer priorities are clearly understood and effectively addressed.
Assign incoming customer inquiries to the appropriate Operational Excellence Specialists to ensure timely resolution and customer satisfaction.
Support global operating model governance, including follow-the-sun continuity, regional alignment, and handover discipline.