Senior Manager, Customer Success — Lead Growth & Retention

Roadtex; Greenfield (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

Roadtex Transportation, a leader in nationwide LTL, seeks Senior Manager, Customer Success to drive satisfaction, retention, and growth across our organization. This role partners with sales, operations and leadership to implement scalable programs and achieve customer objectives.

The Senior Manager will lead customer success teams, optimize processes, and deliver measurable outcomes, while developing strong customer relationships and identifying opportunities for service enhancements across the

Qualifications

• Bachelor's degree or equivalent experience.
• 5-7 years in customer success, customer service, account management, or related field.
• At least 3 years leading customer-facing teams.
• Proven track record improving customer satisfaction, retention, and service performance.
• Experience cross-functional with sales, operations, and leadership teams.

Responsibilities

• Lead and manage the Customer Success team with coaching and performance management.
• Bridge between customer success, sales, operations, and business development.
• Execute strategies aligning customer goals with org objectives.
• Develop and improve customer success processes and SOPs.
• Monitor customer health metrics and satisfaction scores.
• Analyze feedback and data to identify improvements.
• Drive onboarding, onboarding, engagement, and retention initiatives.
• Collaborate with cross-functional teams to resolve issues.
• Establish communication plans, business reviews, and escalation processes.
• Identify opportunities to expand relationships and value.
• Recruit, onboard, train, and develop team members.
• Manage workloads and performance expectations.
• Prepare and present customer success metrics to leadership.
• Foster a customer-centric culture focused on continuous improvement.

Skills

Communication

Relationship building

Organization

Data analysis

Leadership

CRM proficiency

Problem solving

Education

Bachelor's degree

Tools

Microsoft Office

CRM platforms

Job description

Roadtex Transportation, a leader in nationwide LTL, seeks Senior Manager, Customer Success to drive satisfaction, retention, and growth across our organization. This role partners with sales, operations and leadership to implement scalable programs and achieve customer objectives.

The Senior Manager will lead customer success teams, optimize processes, and deliver measurable outcomes, while developing strong customer relationships and identifying opportunities for service enhancements across the