Director, Customer Success

STG•Bensenville, IL

29d

About The Position

The Director of Customer Success is responsible for leading STG's customer growth strategy across the brokerage division. This role will focus on customer retention, account expansion, multi-modal penetration, and strategic relationship development. The Director of Customer Success will lead a team of Account Managers and Customer Success professionals to maximize customer value, increase wallet share, and strengthen long-term partnerships across STG's transportation portfolio.

Requirements

Bachelor’s degree in related field preferred
7+ years of transportation, logistics, or supply chain experience
5+ years of leadership experience managing Account Management, Customer Success, or Customer Development teams
Demonstrated success growing revenue within existing customer accounts
Experience building and executing strategic account growth plans
Strong understanding of brokerage, truckload, and multi-modal transportation solutions
Proven ability to develop and coach high-performing teams
Excellent communication, presentation, and executive relationship management skills
Strong problem-solving and analytical skills
Demonstrated attention to detail while helping drive the big picture
Self-driven curiosity to ask questions and seek understanding
Ability to lead through and adapt to new processes and challenges
Effective relationship building skills and communication with team members of all levels
High level of proficiency in Microsoft Excel and ability to learn new systems
Background of strong character, integrity, leadership, and sound decision-making
Strong organizational skills and ability to work independently, managing time and prioritizing tasks effectively

Responsibilities

Lead and develop Account Management and Customer Success teams across the brokerage organization
Create and execute strategic customer growth plans for key accounts
Drive customer retention and revenue growth within existing customer relationships
Identify and execute opportunities for multi-modal expansion across STG service offerings
Establish account planning processes, customer business reviews, and growth initiatives
Monitor customer profitability, revenue trends, and account performance
Partner with Commercial Sales, Operations, and Carrier Sales teams to support customer objectives
Develop key performance indicators focused on retention, growth, and customer engagement
Serve as executive sponsor for strategic customer relationships and escalations
Coach team members on account growth, relationship management, and customer strategy
Drive a culture of customer advocacy and continuous improvement