Sr. Manager Customer Success

DHL eCommerce; United States; On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

401k match

Tuition reimbursement

Paid time off

Life insurance

Job summary

DHL eCommerce is seeking a Senior Manager, Customer Success to lead a high-performing team focused on delivering exceptional customer experiences and driving long‑term growth. You will own strategic customer relationships, champion advocacy, and partner cross‑functionally to enhance service delivery, retention, and expansion opportunities.

The ideal candidate will be a customer-centric leader with a proven track record of developing teams, managing complex relationships, leveraging data‑driven

Qualifications

• 7+ years in Customer Success with leadership experience.
• Experience coaching and developing high-performing teams.
• Strong communication and executive presentation skills.
• Proven track record of driving retention and account growth.
• Experience in logistics, transportation, or supply chain helpful.

Responsibilities

• Lead and develop a high-performing Customer Success team.
• Develop and execute strategies focused on retention and growth.
• Build and maintain executive relationships with key stakeholders.
• Proactively identify risks and implement solutions to improve outcomes.
• Collaborate with Sales, Operations, Product and other teams to maximize success.
• Establish KPIs, dashboards, and reporting to measure outcomes.

Skills

Customer Success

Leadership

Strategic thinking

Communication

Data-driven

Education

Bachelor’s degree

MBA

Tools

Salesforce

Job description

At DHL, our people are our greatest asset! Everyone’s contribution drives us to be the world's #1 logistics company.

Certified as a Great Place to Work, we’re dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we’re all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career.

About the Role

DHL eCommerce is seeking a Senior Manager, Customer Success to lead a high-performing team focused on delivering exceptional customer experiences and driving long‑term customer growth. In this leadership role, you will own strategic customer relationships, champion customer advocacy, and partner cross‑functionally to enhance service delivery, retention, and expansion opportunities.

The ideal candidate is a customer-centric leader with a proven track record of developing teams, managing complex customer relationships, leveraging data‑driven insights, and driving measurable business results.

What You’ll Do

Leadership & Team Development

• Lead, coach, and develop a Customer Success team while fostering a collaborative, high-performance culture.
• Establish clear goals, performance expectations, and development plans for team members.
• Hire, onboard, mentor, and retain top talent to support organizational growth.

Customer Success Strategy

• Develop and execute customer success strategies focused on customer satisfaction, retention, and account growth.
• Build and maintain trusted relationships with key customer stakeholders and executive contacts.
• Anticipate customer needs, identify risks, and proactively implement solutions to improve outcomes.
• Serve as an escalation point for customer concerns and ensure timely issue resolution.

Customer Growth & Retention

• Drive customer retention through proactive engagement, strategic account planning, and value realization.
• Identify opportunities for upselling and cross-selling based on customer goals and business needs.
• Partner with Sales, Operations, Product, and other internal teams to maximize customer success.
• Leverage customer data, feedback, and operational metrics to identify trends and improvement opportunities.
• Establish and monitor KPIs, dashboards, and reporting processes to measure team and customer performance.
• Communicate customer insights, successes, challenges, and recommendations to senior leadership.
• Drive process improvements that enhance customer experience and operational efficiency.

What Success Looks Like

• High levels of customer satisfaction and advocacy, including strong NPS performance.
• Improved customer retention and expansion results.
• Increased team engagement, productivity, and development.
• Strong executive relationships with key customer accounts.
• Data-driven decision making that leads to measurable business improvements.
• Effective cross‑functional collaboration that enhances customer outcomes.

What We’re Looking For

Required Qualifications

• Bachelor’s degree or equivalent experience; MBA preferred.
• 7+ years of Customer Success experience, including 3+ years leading and developing teams.
• Experience utilizing CRM platforms such as Salesforce.
• Proven success managing complex customer relationships and delivering strong retention and growth results.
• Demonstrated experience coaching, developing, and managing high-performing teams.
• Experience working directly or indirectly within the logistics, transportation, or supply chain industry.
• Strong leadership skills with the ability to motivate and inspire teams.
• Exceptional communication and executive presentation skills.
• Strategic thinker with strong analytical and problem-solving capabilities.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to manage competing priorities in a fast-paced environment.
• Collaborative approach to working across departments and functions.
• Process-oriented with a continuous improvement mindset.
• Passion for technology, innovation, and ongoing learning.
• Demonstrates DHL leadership attributes, including:
• Results Orientation
• Leveraging Strengths
• Providing Purpose
• Building Trust
• Focusing on Priorities
• Maintaining a Positive Mindset Through Change

Travel Requirements

• Up to 25% travel required.

Why Join DHL eCommerce?

As a leading logistics company in one of the fastest growing industries, at DHL eCommerce, we offer our employees, and their dependents benefits and incentives to make them successful at work and home.

Competitive Pay Bonus Programs

Retirement Savings - 401k with company match

FSA/HSA availability

Tuition Reimbursement

Paid Time Off including vacation and sick time Company Paid Holidays and Floating Holidays

Employee Discount Program Employee Assistance & Work Life Program

Short Term and Long-Term Disability

Life Insurance

Annual Salary listed below. This compensation range is provided as a reasonable estimate of the salary range for this role. Factors that may be used to determine your actual salary may include but are not limited to your specific skills, your work location, how many years of experience you have, and comparison to other employees already in this role.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience. Equal Opportunity Employer - Veterans/Disability