Sr. Manager, Customer Success

Echo Global Logistics•Greenfield, IN

6d•Onsite

About The Position

Roadtex Transportation has become a leader in the nationwide LTL industry, specializing in transporting time and temperature-sensitive products. We handle refrigerated and LTL needs by leveraging no sailing schedules, our nationwide network of 32 strategically placed temperature-controlled facilities, our state-of-the-art tracking, and our specialized equipment and warehousing capabilities. In 2022, Roadtex was acquired by Echo Global Logistics. The acquisition brings a truckload brokerage and expanded transportation management solutions to Roadtex's customers while providing Echo with our national warehouse footprint and advanced temperature-controlled transportation solutions. Position Summary The Senior Manager, Customer Success is responsible for leading the day-to-day execution of customer success strategies that drive customer satisfaction, retention, and long-term growth. This role serves as the critical link between customers and internal business partners, ensuring customer objectives are achieved while supporting company goals and operational excellence. The Senior Manager is a hands-on leader responsible for managing customer success teams, optimizing processes, driving customer engagement initiatives, and delivering measurable outcomes. The Senior Manager develops strong customer relationships, identifies opportunities for service enhancement, and ensures consistent day-to-day execution of customer success programs across the organization.

Requirements

Bachelor's degree preferred; or equivalent experience
Minimum of 5–7 years of customer success, customer service, account management, or related experience.
At least 3 years of leadership experience managing customer-facing teams.
Proven track record of improving customer satisfaction, retention, and service performance.
Experience developing and implementing customer-focused processes and operational improvements.
Experience working cross-functionally with sales, operations, and leadership teams.
Exceptional verbal and written communication skills.
Strong relationship-building and customer engagement abilities.
Excellent interpersonal and customer service skills.
Strong organizational and project management capabilities.
Analytical mindset with the ability to interpret data.
Effective problem-solving and decision-making skills.
Demonstrated leadership and team development experience.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office Suite and CRM platforms.
Strong business acumen and understanding of customer lifecycle management.

Responsibilities

Lead and manage the Customer Success team, providing coaching, development, and performance management.
Serve as the primary operational bridge between customer success, sales, operations, and business development teams.
Execute customer success strategies that align customer goals with organizational objectives.
Develop, implement, and continuously improve customer success processes and SOPs.
Monitor customer health metrics, satisfaction scores, and service performance indicators.
Analyze customer feedback and operational data to identify improvement opportunities.
Drive customer onboarding, adoption, engagement, and retention initiatives.
Partner with cross-functional teams to resolve customer issues effectively.
Establish customer communication plans, business reviews, and escalation processes.
Identify opportunities to expand customer relationships and value.
Recruit, onboard, train, and develop customer success team members.
Manage team workloads and performance expectations.
Prepare and present customer success metrics and reports to leadership.
Foster a customer-centric culture focused on continuous improvement.