Carrier Success Manager

Role Overview

• Own churn quota and proactively manage at-risk accounts using Einstein reports and territory data.
• Ensure all new fleets of 10+ trucks are fully onboarded; manage completion rates and build onboarding packages.
• Develop reactivation strategies for non-pays and churned accounts, segmented by rep, territory, and product.
• Track and report on self-service reactivation rates; build profiles of successful reactivations to inform strategy.
• Maintain a 30-day-plus reactivation program with defined conversion targets and outreach cadences.
• Use C-Sat scores, surveys, and other tools to understand churn drivers and close feedback loops.
• Achieve budgeted growth targets for ancillary services including DAT IQ, Outgo, TMS integrations, Trucker Tools Tracking, and CMS.
• Develop and document best practices for obtaining product upgrades; share and train across the team.
• Drive penetration of new services and partnership offers within the existing carrier base.
• Maintain a working understanding of each territory: economic factors, competition, penetration rates, churn rates and reasons, equipment types, and customer mix.
• Ensure top 100 fleet accounts per territory are fully profiled, covering: number of employees, decision makers, TMS in use, competitive presence, growth potential, risks, revenue, and load types.
• Use territory data to build growth strategies and identify expansion opportunities.
• Own the method and cadence for collecting and reporting customer feedback to Product Management and Product Marketing.
• Represent the customer perspective in UAT cycles and PM discussions.
• Analyze and synthesize feedback into actionable reporting with sufficient detail for product decisions.
• Hire, develop, and retain Carrier Success Representatives; manage PIPs and attendance as needed.
• Conduct 1:1s twice per month with each direct report.
• Lead team meetings twice per month and territory-focused meetings once per month.
• Ensure reps understand and can execute basic Salesforce reporting; advanced reporting continues through Sales Analysts.
• Ensure processes, training, and job focus align with Sales, Product, and Support teams.
• Participate in OKR cycles, Quarterly Business Reviews, and weekly supervisor meetings.

Requirements

• Highly effective account manager who will build and maintain relationships with customers in a B2B environment.
• Deep understanding of the freight and logistics industry.
• Strategic thinker with demonstrated experience developing profitable relationships with customers.
• Detail oriented and adaptable multi-tasker who can manage multiple projects in a fast-paced environment.

Benefits

• Medical, Dental, Vision, Life, and AD&D insurance
• Parental Leave
• Up to 15 days of paid time off starting in year one
• An additional 10 holidays of paid time off per calendar year
• 401k matching (immediately vested)
• Employee Stock Purchase Plan
• Short
• and Long-term disability sick leave
• Flexible Spending Accounts
• Health Savings Accounts
• Employee Assistance Program
• Additional programs
• Employee Referral, Internal Recognition, and Wellness
• Free TriMet transit pass (Beaverton Office)
• Competitive salary and benefits package
• Work on impactful projects in a cutting-edge environment
• Collaborative and supportive team culture
• Opportunity to make a real difference in the trucking industry
• Employee Resource Groups