Senior Manager, Customer Success & Growth

Echo Global Logistics, Inc; Greenfield (IN); On-site; USD 110,000 - 160,000; Full time

Job summary

Roadtex Transportation, part of Echo Global Logistics, seeks a Senior Manager, Customer Success to lead day-to-day customer success strategies that drive satisfaction, retention, and growth.

The role manages CS teams, partners with sales, operations and business development, and implements processes to improve onboarding, engagement, and service performance. 5–7 years in CS with 3+ years leadership required.

Qualifications

• Bachelor's degree preferred; or equivalent experience.
• Minimum of 5-7 years of customer success, customer service, account management, or related experience.
• At least 3 years of leadership experience managing customer-facing teams.

Responsibilities

• Lead and manage the Customer Success team, providing coaching, development, and performance management.
• Serve as the primary operational bridge between customer success, sales, operations, and business development teams.
• Execute customer success strategies that align customer goals with organizational objectives.
• Develop, implement, and continuously improve customer success processes and SOPs.
• Monitor customer health metrics, satisfaction scores, and service performance indicators.
• Analyze customer feedback and operational data to identify improvement opportunities.
• Drive customer onboarding, adoption, engagement, and retention initiatives.
• Partner with cross-functional teams to resolve customer issues effectively.
• Establish customer communication plans, business reviews, and escalation processes.
• Identify opportunities to expand customer relationships and value.
• Recruit, onboard, train, and develop customer success team members.
• Manage team workloads and performance expectations.
• Prepare and present customer success metrics and reports to leadership.
• Foster a customer-centric culture focused on continuous improvement.

Skills

Verbal and written communication

Relationship-building

Customer engagement

Interpersonal skills

Project management

Analytical mindset

Leadership and team development

Multitasking

CRM platforms

Business acumen

Education

Bachelor's degree preferred; or equivalent experience

Tools

CRM software

Microsoft Office Suite

Job description

Roadtex Transportation, part of Echo Global Logistics, seeks a Senior Manager, Customer Success to lead day-to-day customer success strategies that drive satisfaction, retention, and growth.

The role manages CS teams, partners with sales, operations and business development, and implements processes to improve onboarding, engagement, and service performance. 5–7 years in CS with 3+ years leadership required.