Customer Success Manager, Broker Services

OTR Solutions is an innovator in the transportation industry providing a suite of factoring, fuel, and business management focused solutions. We help new and established companies get fast access to the funds they need for daily operations. As a Private Equity backed FinTech company, we are looking to grow our best-in-class financial organization.

OTR has been recognized as a “Top Workplace” by the Atlanta Journal-Constitution since 2016!

We are seeking a strategic and customer-focused Customer Success Manager, to lead adoption, customer support and account growth efforts for our Broker Services portfolio, including Epay Manager, back-office automation solutions, carrier payments, and related technology offerings.

As a Customer Success Manager, you will drive customer satisfaction, retention, and product adoption by understanding customer needs and carrying out exceptional experience. This role builds strong client relationships and partners closely with Sales, Product and Operations to help customers maximize the value of our solutions. The ideal candidate is passionate about customer service, satisfaction and success, with excellent communication skills

Responsibilities:

• Lead customer success initiatives focused on retention, adoption, exceptional long-term account growth
• Develop and maintain strong relationships with Broker Service Clients, serving as a trusted advisor and strategic partner
• Monitor customer health, usage trends, onboarding progress, and engagement metrics to proactively identify risks and opportunities
• Conduct regular business reviews with key accounts to align OTR solutions with customer goals and operational needs
• Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
• Work in partnership with Sales team to promote OTRs additional brokerage focused products and services and support cross-sale efforts.
• Drive customer education efforts, including training, best practices, and process optimization recommendations
• Track and manage customer retention, renewal, and expansion opportunities
• Identify and escalate customer challenges while coordinating cross-functional resolution efforts
• Maintain accurate customer data, activity tracking, and account documentation within Salesforce and other internal systems
• Gather and communicate customer feedback to Product and Leadership teams to support future enhancements and innovation
• Develop customer success processes, playbooks, and reporting to improve scalability and consistency across the customer base

What We Look For:

• Minimum of 2 years of experience in transportation, logistics, freight technology, financial technology, or customer success/account management roles
• Experience managing strategic customer relationships
• Strong understanding of freight brokerage operations, carrier payments, back-office processes, or transportation technology solutions
• Proven ability to drive customer retention, adoption, and revenue growth
• Strong analytical and problem-solving skills with a data-driven approach to customer management
• Excellent communication, customer support and relationship-building skills
• Ability to navigate complex customer organizations
• Highly organized with strong project management and execution capabilities
• Experience with Salesforce or other CRM/customer success platforms
• Customer-first mindset combined with a strong sense of accountability and ownership
• Experience in brokerage, transportation technology, or logistics is strongly preferred

Perks and Benefits:

OTR provides a competitive, comprehensive compensation package for our full-time employees:

• Eligibility for Individual and Company bonus programs
• Medical, Dental, Vision, Life/ AD&D Insurance, Short-Term Disability
• Pet Insurance, Paid Family Leave, Employee Assistance Program
• Fully Paid Maternity Leave
• 401(k) with Company Matching
• Generous PTO, Sick/Mental Health Days, Flex Holidays + Company Paid Holidays
• Travel Stipend to support Work Life Balance
• Leadership Development and Training
• Continuous Learning + Professional enhancements
• Weekly Catered Lunches + Casual Dress Code
• Company Paid Fitness Membership
• Volunteer Days and Opportunities with Company-Partnered Charities
• Internal Inclusion programs

OTR’s mission is to create exceptional value for our clients by providing industry leading financing and back-office solutions. Three pillars that are crucial to supporting that mission are outstanding customer service, technology that creates efficiency for ourselves and our customers, and a culture that provides the opportunity for employees to achieve greatness.

OTR Solutions is an Equal Opportunity Employer