Strategic Customer Success Manager

OneRail is a leading final-mile delivery orchestration and omnichannel fulfillment platform that combines software with logistics services. The Strategic Customer Success Manager owns the day-to-day health, execution, and growth of strategic enterprise customer relationships, coordinating cross-functional delivery, managing requirements, removing blockers, tracking performance, and identifying expansion opportunities.

Responsibilities:

• Own the customer relationship. Serve as the primary day-to-day point of contact for customer stakeholders, building trusted relationships across their business and operational teams
• Drive vertical execution. Coordinate the launch and ongoing operation of strategic customer verticals, ensuring each has the requirements, resources, and alignment needed to move forward within the agreed-to timelines
• Partner with the program lead. Work closely with the AVP, Enterprise Solution Delivery to turn FedEx and other strategic customers' growth strategy into concrete plans, milestones, and deliverables
• Manage requirements and expectations. Capture what the customer and OneRail each need to succeed, document requirements clearly, and hold both sides accountable to commitments and timelines
• Orchestrate internally. Rally OneRail teams — Product, Operations, Engineering, Implementation, and Support — to deliver against customer needs, acting as the internal advocate for the customer
• Remove blockers. Proactively identify risks and obstacles, escalate when needed, and drive issues to resolution before they impact the customer's solution
• Track health and performance. Monitor partnership KPIs, operational metrics, and satisfaction; prepare and lead business reviews and status updates for our customer and internal leadership
• Support growth. Surface expansion opportunities across strategic customer verticals and geographies and help build the case and plan to pursue them alongside the program lead

Requirements:

• • 5+ years in customer success, partner/account management, program management, or client-facing delivery roles, ideally within logistics, supply chain, SaaS, or enterprise technology
• • Proven track record managing complex enterprise relationships and keeping multiple work streams on track simultaneously
• • A bias for action and ownership: anticipates needs, removes blockers, and follows through to resolution
• • Strong cross-functional coordination skills — comfortable driving alignment across product, operations, and engineering without direct authority
• • Excellent communication and stakeholder management, with the credibility to work with senior partners externally and internally
• • Comfort with data and technology acumen — able to track KPIs, interpret operational metrics, and translate them into clear narratives and decisions
• • Adaptability and composure in a fast-moving environment where priorities shift and ambiguity is common
• • Experience in final-mile, last-mile, or transportation/logistics operations
• • Familiarity working with FedEx or other large carriers, retailers, or enterprise logistics partners
• • Background launching or scaling new service lines or verticals within a partnership
• • Final mile or logistics SaaS technology experience