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.
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 escalate
Lead QBRs, strategic planning conversations, and performance reviews that drive trust and retention
Clearly communicate service performance, market conditions, and improvement opportunities
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
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
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
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
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
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
Experience with TMS platforms (MercuryGate or similar preferred)
Strong Excel and reporting skills
Familiarity with CRM tools and customer performance analytics
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.
RWI Logistics is an 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.
