Fuel · 7 hours ago
Manager, Customer Success
Chicago, IL
Full-time
Onsite
Mid, Senior Level
7+ years expFuel is a company that thrives on creativity and challenges, aiming to transform the logistics sector. The Manager, Customer Success is tasked with retaining and expanding the customer portfolio while ensuring high service performance and satisfaction.
RailroadTransportation
Responsibilities
Own the overall health, performance, and profitability of the assigned customer portfolio
Develop and execute account growth strategies, including expansion into new markets and cross-selling opportunities
Identify upsell, cross-sell, and expansion opportunities to maximize revenue and customer value
Lead, mentor, and develop Team Leads and Account Managers, fostering a high-performing and motivated team
Set clear goals, priorities, and service standards for the team to ensure consistent delivery of excellent customer experiences
Maintain strong executive-level relationships with key customers, acting as a trusted advisor
Serve as the primary escalation point for complex customer issues and service concerns, ensuring timely resolution
Deliver quarterly and annual portfolio growth targets, including revenue, gross profit, and customer profitability metrics
Monitor key performance indicators (KPIs) for the portfolio, including revenue trends, profitability, and customer satisfaction
Partner with internal teams such as Operations, Pricing, and Sales to ensure seamless service delivery and strategic account alignment
Conduct regular business reviews with customers to identify needs, risks, and opportunities for collaboration
Analyze customer performance data to make informed recommendations for process improvements and operational efficiency
Provide customer feedback to marketing and product teams to support new service offerings
Ensure compliance with company policies, contractual obligations, and regulatory requirements in all customer interactions
Other tasks as required by the business
Qualification
Required
Bachelor's degree in Business Administration required, Supply Chain Management, Logistics, Sales, Marketing, or a related field
7–12+ years of experience in Customer Success, Account Management, or Strategic Accounts within logistics or freight brokerage
2–5+ years of people leadership experience managing Team Leads and/or Account Managers
Working knowledge of Microsoft Excel and Word; experience using data and documentation tools to support reporting, analysis, and client communication is considered an asset
Strong brokerage operations background with a proven track record of managing complex customer portfolios
Benefits
Comprehensive benefit plans
Generous paid time off
Company sponsored events
Other creative perks
Company
Fuel
Fuel is a logistics company offering hybrid transportation solutions for a wide variety of industries across North America.
201-500 employees
Funding
Current Stage
Growth StageRecent News
Mexico Business
2025-12-24
2025-12-16
2025-12-16
Company data provided by crunchbase