Customer Success Professional II

CEVA Logistics; Jonestown (Lebanon County); Hybrid; USD 60,000 - 90,000; Full time

Job summary

CEVA Logistics in Jonestown, PA is seeking a Customer Success Professional II to independently manage day-to-day customer success activities for assigned Contract Logistics accounts. This role builds on foundational experience, maintains relationships with customer stakeholders, and supports renewals and service expansions to drive retention and growth.

Reporting to the Customer Success Supervisor, you will serve as the primary day-to-day contact, collaborate with Operations, Solutions Design,

Qualifications

• Bachelor’s degree in Business, Supply Chain, Logistics, or a related field (or equivalent experience).
• 3–5 years of experience in customer success, account management, logistics operations, or a related commercial support role.
• Experience in a B2B or contract logistics environment is preferred.

Responsibilities

• Serve as a primary day-to-day contact for assigned customer accounts.
• Build strong working relationships with customer stakeholders to understand operational needs and service expectations.
• Participate actively in customer meetings, performance reviews, and issue resolution discussions.
• Support contract renewals, service expansions, and upsell opportunities through customer insights and operational data.
• Identify potential retention risks or service gaps and proactively escalate.
• Assist in preparing business cases, proposals, and renewal documentation.
• Monitor service performance, volumes, and basic cost drivers for assigned accounts.
• Analyze trends and performance issues and recommend corrective actions.
• Ensure accurate billing inputs and coordination with Finance and Operations.

Skills

Customer relationship

Problem-solving

Communication

Independent work

Education

Bachelor's degree in Business / Supply Chain / Logistics

Job description

Shift: Monday - Friday 8:00am to 5:00pm EST

• Hybrid scheduled: 4 days onsite / 1 day remote

Location: 80 Micro Dr., Jonestown, PA 17038

Position Summary

The Customer Success Professional II independently manages day-to-day customer success activities for assigned Contract Logistics accounts. This role builds on foundational experience and requires the ability to manage customer relationships, identify service or retention risks, and support incremental growth opportunities.

Reporting to the Customer Success Supervisor, the CSP II acts as a trusted point of contact for customers, supports renewals and service expansions, and contributes to consistent commercial and operational execution.

Key Responsibilities

• Serve as a primary day-to-day contact for assigned customer accounts.
• Build strong working relationships with customer stakeholders to understand operational needs and service expectations.
• Participate actively in customer meetings, performance reviews, and issue resolution discussions.

Revenue & Retention Support

• Support contract renewals, service expansions, and upsell opportunities through customer insights and operational data.
• Identify potential retention risks or service gaps and proactively escal ...
• Assist in preparing business cases, proposals, and renewal documentation.
• Monitor service performance, volumes, and basic cost drivers for assigned accounts.
• Analyze trends and performance issues and recommend corrective actions.
• Ensure accurate billing inputs and coordination with Finance and Operations.

Cross-Functional Collaboration

• Coordinate closely with Operations, Solutions Design, and Finance to ensure service alignment and customer satisfaction.
• Support onboarding of new customers or services within existing accounts.
• Share feedback and best practices to improve customer success execution.

Qualifications

Education & Experience

• Bachelor’s degree in Business, Supply Chain, Logistics, or a related field (or equivalent experience).
• 3–5 years of experience in customer success, account management, logistics operations, or a related commercial support role.
• Experience managing customer interactions in a B2B or contract logistics environment preferred.

Skills & Attributes

• Strong customer relationship and problem-solving skills.
• Ability to work independently and manage multiple accounts or priorities.
• Solid understanding of service performance metrics and operational drivers.
• Professional communication skills with both customers and internal stakeholders.

Travel

• Up to 10–15% travel as required to support customer engagement.