Customer Success Manager

Customer Success ManagerAbout the RoleRWI Logistics is hiring a Customer Success Manager who understands what it truly means to run a full desk. This role is designed for someone who has managed customers end-to-end and knows how decisions on pricing, capacity, service, and communication directly impact margin, retention, and long-term growth.You'll own strategic customer relationships, protect and grow accounts, and partner closely with Operations, Capacity, and Sales to ensure freight moves profitably and consistently. If you've lived the day-to-day of brokerage and want to focus more on strategic account management and customer outcomes, this role is a natural next step.What You'll Do:Own the Customer RelationshipServe as the primary point of contact for assigned accounts, handling daily communication, escalations, and long-term strategyLeverage your full-desk experience to anticipate customer needs and proactively solve problems before they escalateLead QBRs, strategic planning conversations, and performance reviews that drive trust and retentionClearly communicate service performance, market conditions, and improvement opportunitiesDrive Service & ExecutionPartner with Operations and Capacity teams to ensure freight is executed to customer expectations and routing guidesMonitor service KPIs, on-time performance, and exception trends dailyJump in to resolve service issues, understanding when to push internally and when to reset expectations with customersSupport corrective action planning for service gaps or margin erosionGrow and Protect the AccountIdentify opportunities to grow volume, lanes, and services within existing accountsSupport pricing conversations, RFPs, and bid strategies using real market insightBalance service excellence with margin discipline, using data to guide decisionsIntroduce value-added solutions that increase stickiness and wallet shareBe the Internal QuarterbackAct as the bridge between customers and internal teams including Operations, Capacity, Finance, and TechnologyLead customer onboarding, transitions, and post-implementation reviewsEnsure internal alignment on priorities, forecasts, and service strategyReporting & AnalyticsOwn customer scorecards, dashboards, and performance reportingTrack KPIs including service failures, volume trends, claims, and profitabilityUse data to identify risks early and recommend strategic adjustmentsWhat We're Looking ForExperience3–5+ years in freight brokerage, logistics, or transportationHands-on full-desk experience strongly preferredProven background managing customer relationships while balancing service and marginSkillsStrong understanding of brokerage operations, capacity dynamics, and pricing strategyComfortable working in a fast-paced, high-accountability environmentData-driven, organized, and proactiveConfident communicator who can navigate tough customer conversationsTechnicalExperience with TMS platforms (MercuryGate or similar preferred)Strong Excel and reporting skillsFamiliarity with CRM tools and customer performance analyticsWhy RWI LogisticsAt RWI, we value people who understand brokerage from the inside out. You'll have the opportunity to focus on strategic customer management, influence internal decision-making, and build long-term partnerships—without having to juggle an entire book alone.RWI Logistics is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.