Customer Success Manager

Job Description

Job Description

About Riverstone Logistics

Riverstone Logistics (RLX) is a big and bulky supply chain powerhouse delivering seamless final mile, middle mile, warehousing, fulfillment, and storage solutions through a nationally integrated platform.

Founded in 2017 by five partners who believed logistics could be built around something bigger than moving freight, we began with furniture delivery and grew into a nationwide provider serving complex supply chains across the United States.

We are a purpose-driven company. We exist to use our God-given talents and opportunities to love our neighbors, serve our communities, and improve our industry. That purpose shapes how we lead our teams, how we partner with our customers, and how we take ownership of every delivery.

Our people — who we call Extra Milers — bring genuine integrity and care to every mile. If you lead with heart, communicate with honesty, and want your work to mean something, we want to meet you.

Role Overview

• Mission: To build and sustain long-term, high-value customer partnerships by ensuring consistent delivery, driving measurable outcomes, and positioning Riverstone as a critical enabler of our customers’ success.
• Core Objective: Own the full post-sale customer lifecycle for strategic product accounts— swift onboarding, maximizing retention, driving expansion, and ensuring customers realize continuous value from the Onward platform. The Account Manager operates at the intersection of customer success and product operations ensuring commitments made translate into durable, long-term partnerships.

Who You Are (“The Ideal Candidate”)

• You are a trusted advisor who builds credibility quickly and maintains it through consistency, insight, and results.
• You think beyond transactions—you focus on long-term partnerships and sustained customer value.
• You are highly accountable and take ownership of both customer outcomes and internal alignment.
• You are proactive and solutions-oriented, anticipating risks and acting before they become issues.
• You are comfortable navigating complexity, aligning multiple stakeholders, and driving clarity.
• You are able to pick up new systems quickly have a bend towards understanding product development and engineering.
• You communicate effectively across all levels—from frontline operators to executive leadership.
• You balance customer advocacy with operational realities, ensuring both sides are aligned and successful.

Key Characteristics We’re Looking For

• Customer-First Mentality: Deep commitment to delivering value and building lasting customer relationships.
• Strategic Ownership: Ability to own the full account lifecycle and connect customer needs to business outcomes.
• Influence & Alignment: Skilled at driving alignment across Sales, Operations, and Product without direct authority.
• Execution Focus: Ensures follow-through on commitments and delivers consistent, high-quality outcomes.
• Problem Solver: Effectively manages escalations, identifies root causes, and drives sustainable solutions.
• Commercial Acumen: Understands how to identify and drive expansion opportunities while protecting retention.
• Data-Driven Mindset: Uses performance metrics and customer insights to guide decisions and recommendations.
• Resilience & Composure: Maintains professionalism and urgency in high-pressure or ambiguous situations.

Key Responsibilities:

Customer Relationship Ownership

• Serve as the primary point of contact for assigned customer accounts post-sale
• Build trusted relationships with customer stakeholders across operations, supply chain, and leadership
• Collaborate cross-functionally with internal Operations, Sales, Finance, and IT teams to deliver consistent, high-quality service and measurable results for customers
• Lead regular check-ins, business reviews, and performance discussions

Retention & Expansion

• Ensure customers are actively using and receiving value from the Onward platform
• Work with clients to understand the functionality of Onward and how to leverage it within their solutions process.
• Identify opportunities for account expansion, additional markets, or increased usage
• Partner with Sales and leadership on renewals, upsells, and expansions
• Coordinate with Product leadership to ensure secure, compliant, and scalable technical integration.

Operational Alignment & Issue Resolution

• Coordinate internally to resolve customer issues and escalations
• Work closely with Account Coordinators, Shared Services, and Operations to ensure reliable execution
• Ensure customer expectations are aligned with operational reality and platform capabilities
• Monitor and analyze account activity to identify trends, challenges, and opportunities for improvement
• Ensure all integrations meet technical acceptance criteria.
• Ensure new releases and configurations within client instances work described
• Coach and train customers on how to work with a new release within the product

Voice of the Customer

• Gather and synthesize customer feedback
• Translate customer needs into clear input for Product and Operations
• Write technical stories of those needs for Product to use
• Advocate internally for customer-driven improvements and prioritization

Minimum Qualifications (Education, Knowledge, Skills, and Abilities)

• 1-2 years of technical, product-based, account management / customer-facing role. Preferably with a logistics, transportation, or brokerage product.
• Proven ability to manage multiple priorities and high-volume operations in a fast-paced environment.
• Strong working knowledge of TMS platforms and logistics lifecycle processes.
• Excellent verbal and written communication skills, with a customer-first approach.
• Demonstrated problem-solving skills and ability to think strategically.
• Proficient in Microsoft Office, especially Excel; ability to learn new systems quickly.
• Bachelor's degree in business, Supply Chain, or related field.
• Experience managing or supporting enterprise-level accounts.
• Prior exposure to final mile or dedicated delivery operations is preferred.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to effectively with coworkers and outside stakeholders in person both on the telephone and via email and other computer-related messaging. The employee is occasionally required to maneuver about the work areas and move/manipulate various objects and there may be an occasional need to lift up to 50 pounds. This position may require extended work hours and travel.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Riverstone Logistics is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Riverstone Logistics also complies with the Immigration Reform & Control Act and E-Verify, so we ask that you bring the appropriate documents to confirm your authorization to work in the United States with you upon request.