Senior Enterprise CS Leader — Growth & Retention

Ofload; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work

Learning budget

Summer camp

Job summary

Ofload moves freight for Australia’s top food, beverage, retail and manufacturing brands. As a Senior Customer Success Manager you will own a portfolio of our largest and most complex customers, and you will own them commercially, not just relationally.

You’ll build strategic relationships across functions, set the commercial and operational strategy, and lead conversations with executives to drive retention, growth and profitability.

Qualifications

• Five+ years in senior account management in transport, logistics or supply chain.
• Real commercial ownership: managed a portfolio to a margin target and led pricing conversations.
• Experience building executive-level relationships inside complex organisations.
• Tender and contract experience; influenced an RFP.
• Strong analytical skills; able to explain margin issues to non-data people.
• Track record of growing share of wallet and mitigating churn.
• High EQ, adaptability, and ownership.

Responsibilities

• Own a portfolio of strategic and enterprise customers, driving retention, growth and profitability.
• Build relationships from the warehouse floor to the C-suite across operations, procurement, finance and supply chain.
• Set commercial and operational strategy for accounts, owning end-to-end outcomes.
• Know account economics using lane-level insights to unlock pricing, efficiency and profitability.
• Proactively identify optimisation opportunities across customers' supply chains.
• Lead high-impact business reviews that uncover growth opportunities and align on next steps.
• Resolve problems with data-backed insights and widen the impact across the business.
• Elevate the team, coaching junior CSMs and shaping customer success strategy.

Skills

Senior account management

Commercial ownership

Executive relationships

Tender & contracts

Analytical skills

Churn mitigation

High EQ

Job description

Ofload moves freight for Australia’s top food, beverage, retail and manufacturing brands. As a Senior Customer Success Manager you will own a portfolio of our largest and most complex customers, and you will own them commercially, not just relationally.

You’ll build strategic relationships across functions, set the commercial and operational strategy, and lead conversations with executives to drive retention, growth and profitability.