RWI Logistics LLC · 2 hours ago
Customer Success Manager
Fort Thomas, KY
Full-time
Onsite
Mid, Senior Level
3+ years expRWI Logistics is hiring a Customer Success Manager who will manage customer relationships and drive strategic account management. The role involves collaborating with internal teams to ensure service execution and leveraging data for performance reporting and customer growth.
Freight ServiceLogisticsTransportation
Responsibilities
Serve as the primary point of contact for assigned accounts, handling daily communication, escalations, and long-term strategy
Leverage your full-desk experience to anticipate customer needs and proactively solve problems before they escalate
Lead QBRs, strategic planning conversations, and performance reviews that drive trust and retention
Clearly communicate service performance, market conditions, and improvement opportunities
Partner with Operations and Capacity teams to ensure freight is executed to customer expectations and routing guides
Monitor service KPIs, on-time performance, and exception trends daily
Jump in to resolve service issues, understanding when to push internally and when to reset expectations with customers
Support corrective action planning for service gaps or margin erosion
Identify opportunities to grow volume, lanes, and services within existing accounts
Support pricing conversations, RFPs, and bid strategies using real market insight
Balance service excellence with margin discipline, using data to guide decisions
Introduce value-added solutions that increase stickiness and wallet share
Act as the bridge between customers and internal teams including Operations, Capacity, Finance, and Technology
Lead customer onboarding, transitions, and post-implementation reviews
Ensure internal alignment on priorities, forecasts, and service strategy
Own customer scorecards, dashboards, and performance reporting
Track KPIs including service failures, volume trends, claims, and profitability
Use data to identify risks early and recommend strategic adjustments
Qualification
Required
3–5+ years in freight brokerage, logistics, or transportation
Hands-on full-desk experience strongly preferred
Proven background managing customer relationships while balancing service and margin
Strong understanding of brokerage operations, capacity dynamics, and pricing strategy
Comfortable working in a fast-paced, high-accountability environment
Data-driven, organized, and proactive
Confident communicator who can navigate tough customer conversations
Experience with TMS platforms (MercuryGate or similar preferred)
Strong Excel and reporting skills
Familiarity with CRM tools and customer performance analytics
Company
RWI Logistics LLC
RWI Logistics is a solution-oriented logistics service provider that engages in long lasting customer partnerships located in Fort Thomas, Kentucky across the river from Cincinnati, and affiliated with the Castellini Company.
51-200 employees
Funding
Current Stage
Growth StageRecent News
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