YOUR ROLE

The Customer Success Director provides visionary leadership for the Contract Logistics Customer Success organization within a designated industry or region. This role is accountable not only for retaining and expanding strategic customer accounts, but also for proactively identifying, pursuing, and securing new business opportunities for existing customers that fuel long-term, profitable growth.

The Director builds and sustains C-suite level relationships, drives operational excellence, ensures financial performance across assigned accounts, and champions a high-performance culture. Success in this role requires a leader who thrives in a fast-paced, competitive environment and consistently delivers measurable commercial results.

WHAT ARE YOU GOING TO DO?

Strategic Growth & Revenue Expansion

• Serve as the executive owner for designated accounts, accountable for retention, renewal, and expansion of revenue, contract value, and service scope.
• Lead and execute proactive account growth strategies, uncover and advance expansion opportunities, and close incremental business that fuels revenue growth, deepens customer engagement, and solidifies long-term relationships.
• Partner with internal stakeholders to create and execute aggressive growth plans, including new service launches, cross-selling, and regional/global account expansion.
• Lead executive-level pursuits, pricing strategy, commercial negotiations, and contract structuring to secure sustainable, high-margin wins.
• Monitor market dynamics, customer investments, and competitive positioning to strategically capitalize on emerging opportunities.

Customer Leadership & Advocacy

• Maintain and elevate executive relationships, ensuring continuous alignment with evolving customer priorities and strategic initiatives.
• Serve as the senior escalation point to resolve issues and protect business continuity and customer trust.
• Lead executive business reviews, strategic roadmap conversations, and multi-year account planning.

Operational & Financial Excellence

• Ensure operational execution meets or exceeds SLAs, cost objectives, and continuous improvement targets.
• Drive data-based decision making; rigorously track KPIs across retention, growth, profitability, and customer satisfaction.

Leadership & Organizational Development

• Lead, develop, and inspire a high-performing customer success team capable of supporting aggressive growth objectives.
• Build a culture of accountability, commercial acumen, customer advocacy, and operational excellence.
• Mentor and prepare future leaders; ensure talent development, capability expansion, and succession planning.

WHAT ARE WE LOOKING FOR?

Education & Experience

• Bachelor's degree in Business, Sales, Supply Chain, Logistics, or a related field (or equivalent work experience)
• 10+ years in customer success, commercial operations, or strategic account leadership within logistics or a related industry.
• Proven track record of winning new business, expanding strategic accounts, and exceeding multi-million-dollar growth targets.
• Demonstrated ability to lead and scale multi-level teams across complex, global environments.
• Extensive experience leading high-value contract negotiations, shaping solutions and strategic pricing models, and mitigating commercial risk to optimize profitability and customer success.

Skills & Attributes

• Exceptional executive communication and negotiation skills.
• High-level strategic thinker with strong commercial instincts and business acumen.
• Ability to influence senior stakeholders, drive strategic decisions, and operate under pressure.
• Entrepreneurial mindset and relentless drive for growth, innovation, and competitive advantage.

Travel

• Travel approximately 25% or as required to support customer and growth objectives.

WHAT DO WE HAVE TO OFFER?

With a genuine culture of recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package with a focus on your wellbeing. This includes competitive Paid Time Off, 401(k), health insurance and an employee benefits platform that offers discounts on gym memberships and a diverse range of retail, travel, car and hospitality brands, including important offerings like pet insurance.

We are a team in every sense, and we support each other and work collaboratively to achieve our goals together.

It is our goal that you will be compensated for your hard work and commitment, so if you'd like to work for one of the top Logistics providers in the world then let's work together to help you find your new role.

Outstanding benefits for employee and family including multiple health plans(company contribution to health savings account), prescription, dental and vision coverage.
Company paid life insurance, accident insurance, short- and long-term disability coverage and employee assistance plan.
Voluntary benefits including additional life insurance, AD&D coverage, buy-up short- and long-term disability, critical illness, identify theft & legal plan.
401(k) with company match.
Flexible Paid Time Off programs including company paid holidays.
Tuition reimbursement program.