Strategic Customer Success Manager

Strategic Customer Success Manager

OneRail is a leading final-mile delivery orchestration platform. Our technology connects shippers to a nationwide network of delivery providers, giving enterprises real-time visibility, exception management, and the flexibility to meet customer expectations and delivery needs. We partner with some of the largest brands and carriers in the world to make final-mile logistics faster, more reliable, and more transparent.

The Strategic Customer Success Manager (SCSM) owns the day-to-day health and growth of OneRail's program with FedEx and other strategic customers (Descartes, SAP, IBM, etc.). The SCSM is the connective tissue between our strategic relationships and OneRail — ensuring both sides have what they need to launch, operate, and scale across different partner verticals. This person works hand-in-hand with the AVP, Enterprise Solution Delivery — the program lead accountable for strategic customer growth — translating strategic customer strategy into flawless execution: managing the relationship, coordinating delivery across internal teams, removing blockers, and keeping every vertical moving forward. Success in this role means our customers see OneRail as an indispensable, easy-to-work-with partner, and OneRail captures the full growth potential of the relationship, as measured in concrete SaaS and transportation revenue dollars.

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.

Qualifications

• 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.

Preferred Qualifications

• 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.

Work Location

Remote or Hybrid, (U.S.) Compensation: $102,000 - $140,000 dependent upon experience + performance bonus.

About OneRail OneRail is a leading omnichannel fulfillment solution pairing best-in-class software with logistics as a service to provide dependability and speed to help businesses meet their delivery promise. With a real-time connected network of 12 million drivers, OneRail matches the right vehicle for the right delivery so brands lower expenses and increase capacity to rapidly scale their businesses. This people-plus-platform approach features a 24/7 USA-based exceptions team who maintain a 98% on-time delivery rate. By optimizing fulfillment processes, reducing costs and improving order accuracy with store-shelf-to-doorstep visibility, OneRail is committed to empowering clients and improving the customer experience.