Director, Client Success

Role Overview

• Own the value realization and growth strategy for a large portfolio of strategic, enterprise transportation clients.
• Develop multi-year account growth roadmaps aligned to customer supply chain strategy, cost optimization goals, and service objectives.
• Identify opportunities across mode expansion, cross-border, managed transportation, and technology enablement.
• Serve as the commercial owner for assigned accounts, building trusted C-suite relationships.
• Lead structured quarterly and annual executive business reviews focused on ROI, optimization strategy, and forward-looking innovation.
• Act as a strategic advisor on network design, carrier strategy, procurement events, and transportation technology.
• Own gross profit expansion, contract renewals, and revenue retention targets.
• Proactively mitigate churn risk through predictive performance monitoring and stakeholder mapping.
• Lead pricing strategy discussions, contractual renegotiations, and value-based upsell initiatives.
• Translate transportation data (mode mix, cost-to-serve, service KPIs, claims, accessorial trends) into actionable executive insights.
• Champion continuous improvement initiatives including routing guide optimization, mode shifts, and automation opportunities.
• Leverage TMS, BI platforms, and CRM tools to drive data-backed decision making and storytelling.
• Lead, mentor, and develop a high-performing Client Success team focused on growth, accountability, and client advocacy.
• Partner closely with Sales, Operations, Procurement, Carrier Management, and Finance to deliver seamless execution.
• Serve as the internal voice of the customer, influencing product development and process innovation.
• Stay ahead of freight market dynamics, capacity shifts, pricing trends, and regulatory impacts. Guide customers through market cycles with proactive strategy rather than reactive reporting.

Requirements

• 8+ years in transportation and logistics with progressive leadership across sales, account management, managed transportation, or solution design.
• Demonstrated success managing enterprise accounts ($100M+ Freight Spend or $10M+ Gross Profit portfolios preferred).
• Strong understanding of all transportation modes including LTL, TL, intermodal, international, parcel, and cross-border freight.
• Proven track record driving margin expansion, contract renewals, and net revenue growth.
• Experience leading executive-level negotiations and complex pricing conversations.
• Ability to quantify and communicate ROI in transportation cost savings, service improvements, and working capital optimization.
• Highly polished communicator comfortable influencing stakeholders from warehouse managers to C-suite executives.
• Exceptional storytelling skills using data visualization tools (Tableau, Power BI, etc.).
• Advanced working knowledge of TMS platforms, BI tools, Salesforce, and ERP/WMS integrations.
• Strong command of KPIs including cost-per-mile, mode optimization, routing guide compliance, tender acceptance, OTIF, claims ratio, and accessorial leakage.
• Ability to interpret contract language and translate into operational execution and profitability management.
• Experience building, coaching, and retaining high-performing teams.
• Skilled at navigating matrixed organizations and influencing without direct authority.
• High accountability, ownership mentality, and bias toward action.
• Bachelors degree required.
• Authorized to work in the U.S.
• Willingness to travel up to 40%, including occasional international travel.

Tech Stack

• ERP
• Tableau

Benefits

• Access to experts and resources for your Learning & Development journey
• Opportunity for internal mobility
• Employee referral bonus program
• Employee Resource Groups (ERGs)
• Annual fundraising and volunteer events to give back to communities
• Paid time off, floating holidays, time off to volunteer and rollover
• Paid parental leave
• Medical, dental, vision and 401k plans (with match)
• Flexible spending account, mass transit and dependent care plans available
• Health savings account, with a annual company contribution for plan participants
• Short-term and long-term disability; life insurance policies subsidized by company
• Additional benefits including pet insurance, accident care, access to legal advice and more