Application Deadline: 07/31/2026
The OpportunityThe Carrier Success Representative is responsible for retaining and growing DAT's carrier customer base within a dedicated territory. This role manages retention outcomes, executes upsell and cross-sell strategies, maintains territory health, and cultivates strong customer relationships. The representative serves as the primary point of contact for their territory, translating field intelligence into actionable insights for product, marketing, and support teams.
What You'll DoCustomer Retention- Own churn quota and proactively manage at-risk accounts using Einstein reports and territory data.
- Ensure all new fleets of 10+ trucks are fully onboarded; manage completion rates and build onboarding packages.
- Develop reactivation strategies for non-pays and churned accounts, segmented by rep, territory, and product.
- Track and report on self-service reactivation rates; build profiles of successful reactivations to inform strategy.
- Maintain a 30-day-plus reactivation program with defined conversion targets and outreach cadences.
- Use C-Sat scores, surveys, and other tools to understand churn drivers and close feedback loops.
Upsell & Cross-Sell- Achieve budgeted growth targets for ancillary services including DAT IQ, Outgo, TMS integrations, Trucker Tools Tracking, and CMS.
- Develop and document best practices for obtaining product upgrades; share and train across the team.
- Drive penetration of new services and partnership offers within the existing carrier base.
Territory & Account Intelligence- Maintain a working understanding of each territory: economic factors, competition, penetration rates, churn rates and reasons, equipment types, and customer mix.
- Ensure top 100 fleet accounts per territory are fully profiled, covering: number of employees, decision makers, TMS in use, competitive presence, growth potential, risks, revenue, and load types.
- Use territory data to build growth strategies and identify expansion opportunities.
Customer Feedback & Voice of the Customer- Own the method and cadence for collecting and reporting customer feedback to Product Management and Product Marketing.
- Represent the customer perspective in UAT cycles and PM discussions.
- Analyze and synthesize feedback into actionable reporting with sufficient detail for product decisions.
Team Management- Hire, develop, and retain Carrier Success Representatives; manage PIPs and attendance as needed.
- Conduct 1:1s twice per month with each direct report.
- Lead team meetings twice per month and territory-focused meetings once per month.
- Ensure reps understand and can execute basic Salesforce reporting; advanced reporting continues through Sales Analysts.
Cross-Functional Alignment- Ensure processes, training, and job focus align with Sales, Product, and Support teams.
- Participate in OKR cycles, Quarterly Business Reviews, and weekly supervisor meetings.
The Skills and Experience You'll Bring- Highly effective account manager who will build and maintain relationships with customers in a B2B environment.
- Deep understanding of the freight and logistics industry.
- Strategic thinker with demonstrated experience developing profitable relationships with customers.
- Detail oriented and adaptable multi-tasker who can manage multiple projects in a fast-paced environment.
- Medical, Dental, Vision, Life, and AD&D insurance
- Parental Leave
- Up to 15 days of paid time off starting in year one
- An additional 10 holidays of paid time off per calendar year
- 401k matching (immediately vested)
- Employee Stock Purchase Plan
- Short- and Long-term disability sick leave
- Flexible Spending Accounts
- Health Savings Accounts
- Employee Assistance Program
- Additional programs - Employee Referral, Internal Recognition, and Wellness
- Free TriMet transit pass (Beaverton Office)
- Competitive salary and benefits package
- Work on impactful projects in a cutting-edge environment
- Collaborative and supportive team culture
- Opportunity to make a real difference in the trucking industry
- Employee Resource Groups
For Colorado-based candidates, in compliance with the Colorado Equal Pay for Equal Work Act, the salary range for this role is $33.07 - $53.07/hour + commission. DAT considers factors such as scope and responsibilities of the position, candidate's work experience, education and training, core skills, internal equity, and market and business elements when extending an offer.
