Customer Experience Director

Crossroads Courier, Inc.; St. Louis (MO); On-site; USD 125,000 - 135,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Retirement Plan

Career Growth

Job summary

Crossroads Courier, Inc. is seeking a Director of Customer Experience to lead strategic customer relationships, boost retention, and identify long-term growth opportunities. This leadership role reports to senior leadership and collaborates across Operations, Finance, Technology, and Sales.

You will manage two Customer Experience Specialists, drive quarterly business reviews, and oversee CRM-based forecasting and account health to enhance profitability and client satisfaction.

Qualifications

• Bachelor of Science in Business Management or related field.
• 5+ years of experience in Customer Success, Account Management, Customer Experience, Business Development, or related leadership role.
• Proven success managing strategic B2B customer relationships.
• Experience working with executive-level stakeholders.
• Logistics, transportation, courier, distribution, or other service-based B2B industry experience preferred.
• Strong business, financial, analytical, communication, and negotiation skills.
• Experience using CRM systems for account management and forecasting.
• Ability to influence cross-functional teams and lead customer-focused initiatives.

Responsibilities

• Serve as the executive relationship owner for key customer accounts.
• Develop strategic account plans that improve retention, customer satisfaction, and profitability.
• Conduct Quarterly Business Reviews (QBRs) and executive customer meetings.
• Proactively identify renewal risks and lead customer retention strategies.
• Resolve escalated customer concerns and lead service recovery efforts.
• Identify opportunities to expand existing customer relationships in partnership with Revenue Growth.
• Monitor revenue, gross profit, contract renewals, pricing opportunities, and account health.
• Maintain accurate CRM documentation, forecasting, and customer activity.
• Partner with Operations, Finance, Technology, Customer Support, and Sales to improve the customer experience.
• Lead, coach, and develop two Customer Experience Specialists

Skills

Executive relationships

CRM systems

Strategic account management

Education

Bachelor of Science in Business Management

Tools

CRM Platforms

Job description

Crossroads Courier is a privately held, nationwide company, based in St. Louis, that provides time-critical, ground and air courier services to a wide spectrum of local and national companies. The company is a customer-service driven organization that focuses on quality service for its clients and provides a positive workplace that encourages individual growth and professional development for employees and contractors.

Crossroads Courier, Inc. is an equal opportunity employer and equal opportunity provider for independent contractor positions. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, pregnancy, genetic information, gender, veteran status, or any other status protected under applicable federal, state or local law.

Job Description

Location: In Office

Schedule: Monday–Friday | 8:30 AM–5:00 PM (after-hours availability as needed for critical customer situations)

Travel: Up to 50%

Pay: $125,000 to $135,000 annually

Lead Customer Retention and Strategic Growth

Crossroads Courier is looking for an experienced Director of Customer Experience to lead strategic customer relationships, improve retention, strengthen loyalty, and identify opportunities for long-term account growth.

This is a highly visible leadership role for someone who thrives on building executive-level partnerships, solving complex customer challenges, and collaborating across departments to deliver exceptional service.

Our team is guided by five core values: Customer First, Helping Others, Fun, Trustworthy, and Commitment to Excellence.

If these values reflect how you lead, we'd love to meet you.

What You'll Do

• Serve as the executive relationship owner for key customer accounts.
• Develop strategic account plans that improve retention, customer satisfaction, and profitability.
• Conduct Quarterly Business Reviews (QBRs) and executive customer meetings.
• Proactively identify renewal risks and lead customer retention strategies.
• Resolve escalated customer concerns and lead service recovery efforts.
• Identify opportunities to expand existing customer relationships in partnership with Revenue Growth.
• Monitor revenue, gross profit, contract renewals, pricing opportunities, and account health.
• Maintain accurate CRM documentation, forecasting, and customer activity.
• Partner with Operations, Finance, Technology, Customer Support, and Sales to improve the customer experience.
• Lead, coach, and develop two Customer Experience Specialists

Qualifications

• Bachelor of Science in Business Management or related field.
• 5+ years of experience in Customer Success, Account Management, Customer Experience, Business Development, or a related leadership role.
• Proven success managing strategic B2B customer relationships.
• Experience working with executive-level stakeholders.
• Logistics, transportation, courier, distribution, or other service-based B2B industry experience preferred.
• Strong business, financial, analytical, communication, and negotiation skills.
• Experience using CRM systems for account management and forecasting.
• Ability to influence cross-functional teams and lead customer-focused initiatives.

Preferred Experience

• Customer Success or Customer Experience leadership
• Strategic Account Management
• Executive Relationship Management
• Revenue Retention
• Contract Renewals
• Business Reviews (QBRs)
• Logistics or Transportation
• CRM Platforms (Salesforce, HubSpot, Microsoft Dynamics, or similar)

Success in This Role

• Increase customer retention and renewal rates.
• Grow revenue within existing accounts.
• Build trusted executive customer relationships.
• Deliver consistent Quarterly Business Reviews.
• Maintain accurate forecasting and CRM activity.
• Create exceptional customer experiences that strengthen long‑term partnerships.

Why Join Crossroads Courier?

• Make a direct impact on customer retention and company growth.
• Partner with senior leadership on strategic initiatives.
• Build long‑term relationships with key customers.
• Influence the future of the customer experience function.
• Medical, dental, and vision insurance
• Paid time off and company holidays
• Retirement savings plan
• Career growth within a growing organization

If you're a strategic, relationship-focused leader who enjoys helping customers succeed while driving business growth, we'd love to hear from you.

Crossroads Courier, Inc. is an equal opportunity employer and equal opportunity provider for independent contractor positions. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, pregnancy, genetic information, gender, veteran status, or any other status protected under applicable federal, state or local law.