Sr. Manager, Customer Success

RDTX Transportation, 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 has become a leader in the nationwide LTL industry, specializing in transporting time and temperature-sensitive products. We handle refrigerated and LTL needs by leveraging no sailing schedules, our nationwide network of 32 strategically placed temperature-controlled facilities, our state-of-the-art tracking, and our specialized equipment and warehousing capabilities. In 2022, Roadtex was acquired by Echo Global Logistics. The acquisition brings a truckload brokerage and expanded transportation management solutions to Roadtex's customers while providing Echo with our national warehouse footprint and advanced temperature-controlled transportation solutions.

Position Summary

The Senior Manager, Customer Success is responsible for leading the day-to-day execution of customer success strategies that drive customer satisfaction, retention, and long-term growth. This role serves as the critical link between customers and internal business partners, ensuring customer objectives are achieved while supporting company goals and operational excellence. The Senior Manager is a hands-on leader responsible for managing customer success teams, optimizing processes, driving customer engagement initiatives, and delivering measurable outcomes. The Senior Manager develops strong customer relationships, identifies opportunities for service enhancement, and ensures consistent day-to-day execution of customer success programs across the organization.

Essential Duties and 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.

Education and Experience Requirements

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. Proven track record of improving customer satisfaction, retention, and service performance. Experience developing and implementing customer-focused processes and operational improvements. Experience working cross-functional with sales, operations, and leadership teams.

Required Skills and Competencies

Exceptional verbal and written communication skills. Strong relationship-building and customer engagement abilities. Excellent interpersonal and customer service skills. Strong organizational and project management capabilities. Analytical mindset with the ability to interpret data. Effective problem-solving and decision-making skills. Demonstrated leadership and team development experience. Ability to manage multiple priorities in a fast-paced environment. Proficiency with Microsoft Office Suite and CRM platforms. Strong business acumen and understanding of customer lifecycle management.

Key Success Measures

• Customer Satisfaction (CSAT) performance
• Customer retention and renewal rates
• Customer issue resolution and response times
• Team performance and employee engagement
• Achievement of customer success KPIs and service level commitments
• Process improvement and operational efficiency gains
• Growth of customer relationships and account expansion opportunities

Work environment/physical demands summary:

This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.

Benefits

For more information about our benefit offerings, please visit our careers page at https://www.echo.com/company/careers.

About Us

Since 1992, Roadtex has become a nationwide leader in Temperature-Controlled Shipping and Warehouse Services. With 33 food-grade terminals strategically located across the country, Roadtex specializes in time-definite solutions. Our network and technology simplify shipping for mass merchants, providing peace of mind to ensure shipments arrive on time, intact, and damage-free. In 2022, Roadtex was acquired by Echo Global Logistics, a provider of technology-enabled transportation management services. As a third-party logistics provider, Echo simplifies transportation management for its clients and carriers.

Mission Statement

At Roadtex, we aim to achieve continuous growth by providing exceptional services that enable our partners to be successful in their businesses. Through consistent development of customer service, communications, and advanced technology, Roadtex builds seamless partnerships between our clients and us.