Job Description

Position Summary

The Customer Success Professional II independently manages day-to-day customer success activities for assigned Contract Logistics accounts. This role builds on foundational experience and requires the ability to manage customer relationships, identify service or retention risks, and support incremental growth opportunities.

Reporting to the Customer Success Supervisor, the CSP II acts as a trusted point of contact for customers, supports renewals and service expansions, and contributes to consistent commercial and operational execution.

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Key Responsibilities

Customer Engagement & Account Management

• Serve as a primary day-to-day contact for assigned customer accounts. • Build strong working relationships with customer stakeholders to understand operational needs and service expectations. • Participate actively in customer meetings, performance reviews, and issue resolution discussions.

Revenue & Retention Support

• Support contract renewals, service expansions, and upsell opportunities through customer insights and operational data. • Identify potential retention risks or service gaps and proactively escalate recommendations to the Supervisor. • Assist in preparing business cases, proposals, and renewal documentation.

Performance & Financial Awareness

• Monitor service performance, volumes, and basic cost drivers for assigned accounts. • Analyze trends and performance issues and recommend corrective actions. • Ensure accurate billing inputs and coordination with Finance and Operations.

Cross-Functional Collaboration

• Coordinate closely with Operations, Solutions Design, and Finance to ensure service alignment and customer satisfaction. • Support onboarding of new customers or services within existing accounts. • Share feedback and best practices to improve customer success execution.

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Qualifications

Education & Experience

• Bachelor’s degree in Business, Supply Chain, Logistics, or a related field (or equivalent experience). • 3–5 years of experience in customer success, account management, logistics operations, or a related commercial support role. • Experience managing customer interactions in a B2B or contract logistics environment preferred.

Skills & Attributes

• Strong customer relationship and problem-solving skills. • Ability to work independently and manage multiple accounts or priorities. • Solid understanding of service performance metrics and operational drivers. • Professional communication skills with both customers and internal stakeholders.

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Travel

• Up to 10–15% travel as required to support customer engagement.

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