Director, Customer Success / Account Management

Focus•Dallas, TX

1d•Hybrid

About The Position

Metropolitan Warehouse & Delivery is a leading provider of third-party logistics, warehousing, distribution, and white glove final mile delivery services for big and bulky consumer goods. They are seeking an experienced, customer-focused leader to join their Commercial team as Director, Customer Success. This role serves as the executive owner of strategic customer relationships, ensuring exceptional service delivery while driving long-term customer growth and profitability across Metropolitan's national network. This position is ideal for someone who enjoys building executive relationships, solving complex operational challenges, and partnering with Operations, Transportation, Engineering, Finance, and Business Development teams to create value for customers. The Director, Customer Success, leads Metropolitan's largest and most strategic customer relationships from implementation through ongoing operations, serving as the primary strategic relationship owner while balancing operational excellence, financial performance, and commercial growth. Success in this role requires the ability to develop trusted executive relationships, proactively identify opportunities, navigate complex operational environments, negotiate commercial agreements, and collaborate across multiple functional teams.

Requirements

Bachelor's degree in Business, Supply Chain, Logistics, Operations, or a related field, or equivalent professional or military experience.
Seven (7)+ years of progressive experience in Account Management, Customer Success, Supply Chain, Logistics, or Operations.
Experience managing strategic or national customer accounts within a complex operational environment.
Demonstrated ability to lead strategic customer initiatives, manage executive relationships, and deliver measurable commercial value.
Proven experience supporting pricing strategy, contract negotiations, Statements of Work (SOWs), RFP responses, and commercial agreements.
Strong business acumen with the ability to balance customer satisfaction, operational execution, and financial performance.
Exceptional customer relationship management, communication, negotiation, and presentation skills.
Proven ability to collaborate across multiple functional teams and influence stakeholders without direct authority.
Strong analytical and problem-solving skills with the ability to interpret operational and financial data to drive business decisions.
Excellent organizational and project management skills with the ability to prioritize multiple initiatives in a fast-paced environment.
Proven ability to lead cross-functional initiatives across multiple locations.

Nice To Haves

Ten (10)+ years of progressive account management or customer leadership experience, including national 3PL account management.
Experience within third-party logistics (3PL), warehousing, transportation, distribution, or final mile operations.
Experience managing enterprise or Fortune 500/1000 customer relationships across multiple locations.
Experience supporting furniture, big and bulky retail, home furnishings, appliance, or consumer goods customers.
Experience managing multi-site or national logistics programs.
Experience with network optimization, distribution strategy, or supply chain consulting.
Experience supporting large, complex customer implementations and network expansions.
Working knowledge of Warehouse Management Systems (WMS), Transportation Management Systems (TMS), and supply chain performance metrics.
Demonstrated success identifying and executing organic growth opportunities within existing customer accounts.
Strong executive presence with a consultative mindset that balances growth opportunities against operational excellence and customer satisfaction.

Responsibilities

Serve as executive relationship owner for a portfolio of strategic national accounts.
Build trusted partnerships with customer executives, supply chain leaders, and operations teams.
Lead Quarterly Business Reviews (QBRs), executive business reviews, and strategic planning sessions.
Champion the Voice of the Customer across Metropolitan's organization.
Proactively identify risks, resolve escalated issues, and ensure a best-in-class customer experience.
Develop account strategies that drive customer retention and profitable growth.
Identify opportunities for additional warehousing, transportation, final mile, value-added services, and network expansion.
Partner with Sales/Business Development on customer expansion opportunities.
Lead contract renewals, pricing discussions, and commercial negotiations.
Support RFP responses, Statements of Work (SOWs), implementation planning, and commercial proposals.
Partner closely with Regional Operations leadership to ensure customer commitments are achieved.
Monitor KPIs, SLAs, customer scorecards, financial performance, and operational metrics.
Drive continuous improvement initiatives that improve service, productivity, and profitability.
Coordinate cross-functional resources to resolve customer challenges quickly and effectively.
Support implementation of new business launches, network expansions, and operational transitions.
Understand customer performance and profitability.
Monitor pricing compliance and identify opportunities for margin improvement.
Support budgeting, forecasting, and annual business planning.
Collaborate with Finance on billing, contract administration, and commercial analysis.
Influence cross-functional teams without direct authority.
Coach and mentor Account Managers as the organization continues to grow.
Foster a culture of accountability, customer focus, collaboration, and continuous improvement.