Customer Success Manager

RWI Logistics is hiring a Customer Success Manager who understands what it truly means to run a full desk. This role is designed for someone who has managed customers end-to-end and knows how decisions on pricing, capacity, service, and communication directly impact margin, retention, and long-term growth. You’ll own strategic customer relationships, protect and grow accounts, and partner closely with Operations, Capacity, and Sales to ensure freight moves profitably and consistently. If you’ve lived the day-to-day of brokerage and want to focus more on strategic account management and customer outcomes, this role is a natural next step. What You’ll Do: Own the Customer Relationship 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 escalat Lead QBRs, strategic planning conversations, and performance reviews that drive trust and retention Clearly communicate service performance, market conditions, and improvement opportunities Drive Service & Execution 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 Grow and Protect the Account 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 Be the Internal Quarterback 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 Reporting & Analytics 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 What We’re Looking For Experience 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 Skills 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 Technical Experience with TMS platforms (MercuryGate or similar preferred) Strong Excel and reporting skills Familiarity with CRM tools and customer performance analytics Why RWI Logistics At RWI, we value people who understand brokerage from the inside out. You’ll have the opportunity to focus on strategic customer management, influence internal decision-making, and build long-term partnerships—without having to juggle an entire book alone. Equal Opportunity Employer . All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status. #J-18808-Ljbffr RWI Logistics, LLC