Strategic Customer Success Manager

OneRail•Orlando, FL

5d•$102,000 - $140,000•Hybrid

About The Position

OneRail is a leading final-mile delivery orchestration platform. Our technology connects shippers to a nationwide network of delivery providers, giving enterprises real-time visibility, exception management, and the flexibility to meet customer expectations and delivery needs. We partner with some of the largest brands and carriers in the world to make final-mile logistics faster, more reliable, and more transparent. The Strategic Customer Success Manager (SCSM) owns the day-to-day health and growth of OneRail's program with FedEx and other strategic customers (Descartes, SAP, IBM, etc.). The SCSM is the connective tissue between our strategic relationships and OneRail — ensuring both sides have what they need to launch, operate, and scale across different partner verticals. This person works hand-in-hand with the AVP, Enterprise Solution Delivery — the program lead accountable for strategic customer growth — translating strategic customer strategy into flawless execution: managing the relationship, coordinating delivery across internal teams, removing blockers, and keeping every vertical moving forward. Success in this role means our customers see OneRail as an indispensable, easy-to-work-with partner, and OneRail captures the full growth potential of the relationship, as measured in concrete SaaS and transportation revenue dollars.

Requirements

5+ years in customer success, partner/account management, program management, or client-facing delivery roles, ideally within logistics, supply chain, SaaS, or enterprise technology.
Proven track record managing complex enterprise relationships and keeping multiple work streams on track simultaneously.
A bias for action and ownership: anticipates needs, removes blockers, and follows through to resolution.
Strong cross-functional coordination skills — comfortable driving alignment across product, operations, and engineering without direct authority.
Excellent communication and stakeholder management, with the credibility to work with senior partners externally and internally.
Comfort with data and technology acumen — able to track KPIs, interpret operational metrics, and translate them into clear narratives and decisions.
Adaptability and composure in a fast-moving environment where priorities shift and ambiguity is common.

Nice To Haves

Experience in final-mile, last-mile, or transportation/logistics operations.
Familiarity working with FedEx or other large carriers, retailers, or enterprise logistics partners.
Background launching or scaling new service lines or verticals within a partnership.
Final mile or logistics SaaS technology experience.

Responsibilities

Own the customer relationship. Serve as the primary day-to-day point of contact for customer stakeholders, building trusted relationships across their business and operational teams.
Drive vertical execution. Coordinate the launch and ongoing operation of strategic customer verticals, ensuring each has the requirements, resources, and alignment needed to move forward within the agreed-to timelines.
Partner with the program lead. Work closely with the AVP, Enterprise Solution Delivery to turn FedEx and other strategic customers' growth strategy into concrete plans, milestones, and deliverables.
Manage requirements and expectations. Capture what the customer and OneRail each need to succeed, document requirements clearly, and hold both sides accountable to commitments and timelines.
Orchestrate internally. Rally OneRail teams — Product, Operations, Engineering, Implementation, and Support — to deliver against customer needs, acting as the internal advocate for the customer.
Remove blockers. Proactively identify risks and obstacles, escalate when needed, and drive issues to resolution before they impact the customer's solution.
Track health and performance. Monitor partnership KPIs, operational metrics, and satisfaction; prepare and lead business reviews and status updates for our customer and internal leadership.
Support growth. Surface expansion opportunities across strategic customer verticals and geographies and help build the case and plan to pursue them alongside the program lead.