Customer Success Associate leading client engagement and satisfaction for nebulaONE. Collaborating across teams to address client needs and promote product value.
About the role
- Director of Client Success at Redwood Logistics driving revenue growth and customer retention across enterprise transportation clients. Leading a team to optimize logistics execution and build C-suite relationships.
Responsibilities
- Own the value realization and growth strategy for a large portfolio of strategic, enterprise transportation clients.
- Develop multi-year account growth roadmaps aligned to customer supply chain strategy, cost optimization goals, and service objectives.
- Identify opportunities across mode expansion, cross-border, managed transportation, and technology enablement.
- Serve as the commercial owner for assigned accounts, building trusted C-suite relationships.
- Lead structured quarterly and annual executive business reviews focused on ROI, optimization strategy, and forward-looking innovation.
- Act as a strategic advisor on network design, carrier strategy, procurement events, and transportation technology.
- Own gross profit expansion, contract renewals, and revenue retention targets.
- Proactively mitigate churn risk through predictive performance monitoring and stakeholder mapping.
- Lead pricing strategy discussions, contractual renegotiations, and value-based upsell initiatives.
- Translate transportation data (mode mix, cost-to-serve, service KPIs, claims, accessorial trends) into actionable executive insights.
- Champion continuous improvement initiatives including routing guide optimization, mode shifts, and automation opportunities.
- Leverage TMS, BI platforms, and CRM tools to drive data-backed decision making and storytelling.
- Lead, mentor, and develop a high-performing Client Success team focused on growth, accountability, and client advocacy.
- Partner closely with Sales, Operations, Procurement, Carrier Management, and Finance to deliver seamless execution.
- Serve as the internal voice of the customer, influencing product development and process innovation.
- Stay ahead of freight market dynamics, capacity shifts, pricing trends, and regulatory impacts. Guide customers through market cycles with proactive strategy rather than reactive reporting.
Requirements
- 8+ years in transportation and logistics with progressive leadership across sales, account management, managed transportation, or solution design.
- Demonstrated success managing enterprise accounts ($100M+ Freight Spend or $10M+ Gross Profit portfolios preferred).
- Strong understanding of all transportation modes including LTL, TL, intermodal, international, parcel, and cross-border freight.
- Proven track record driving margin expansion, contract renewals, and net revenue growth.
- Experience leading executive-level negotiations and complex pricing conversations.
- Ability to quantify and communicate ROI in transportation cost savings, service improvements, and working capital optimization.
- Highly polished communicator comfortable influencing stakeholders from warehouse managers to C-suite executives.
- Exceptional storytelling skills using data visualization tools (Tableau, Power BI, etc.).
- Advanced working knowledge of TMS platforms, BI tools, Salesforce, and ERP/WMS integrations.
- Strong command of KPIs including cost-per-mile, mode optimization, routing guide compliance, tender acceptance, OTIF, claims ratio, and accessorial leakage.
- Ability to interpret contract language and translate into operational execution and profitability management.
- Experience building, coaching, and retaining high-performing teams.
- Skilled at navigating matrixed organizations and influencing without direct authority.
- High accountability, ownership mentality, and bias toward action.
- Bachelors degree required.
- Authorized to work in the U.S.
- Willingness to travel up to 40%, including occasional international travel.
Benefits
- Access to experts and resources for your Learning & Development journey
- Opportunity for internal mobility
- Employee referral bonus program
- Employee Resource Groups (ERGs)
- Annual fundraising and volunteer events to give back to communities
- Paid time off, floating holidays, time off to volunteer and rollover
- Paid parental leave
- Medical, dental, vision and 401k plans (with match)
- Flexible spending account, mass transit and dependent care plans available
- Health savings account, with a annual company contribution for plan participants
- Short-term and long-term disability; life insurance policies subsidized by company
- Additional benefits including pet insurance, accident care, access to legal advice and more
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