Director, Customer Success
Location: Major U.S. Metropolitan Market (must reside near a major airport)
Reporting To: VP Customer Success
Travel: Up to 50% nationwide
Compensation: $130,000–$150,000 base salary plus annual performance bonus (target 20%)
About Metropolitan WarehouseDelivery
Metropolitan WarehouseDelivery is one of the nation's leading providers of third-party logistics,
warehousing, distribution, and white glove final mile delivery services for big and bulky consumer
goods. With a nationwide network of strategically located facilities, we partner with many of the world's
leading furniture, home furnishings, mattress, appliance, and oversized product manufacturers and
retailers.
We are seeking an experienced, customer-focused leader to join our Commercial team as Director,
Customer Success. This role serves as the executive owner of strategic customer relationships,
ensuring exceptional service delivery while driving long-term customer growth and profitability across
Metropolitan's national network.
This position is ideal for someone who enjoys building executive relationships, solving complex
operational challenges, and partnering with Operations, Transportation, Engineering, Finance, and
Business Development teams to create value for customers.
Position Summary
The Director, Customer Success, leads Metropolitan's largest and most strategic customer
relationships from implementation through ongoing operations, serving as the primary strategic
relationship owner while balancing operational excellence, financial performance, and commercial
growth.
Success in this role requires the ability to develop trusted executive relationships, proactively identify
opportunities, navigate complex operational environments, negotiate commercial agreements, and
collaborate across multiple functional teams.
Key Responsibilities
Customer Leadership
- Serve as executive relationship owner for a portfolio of strategic national accounts.
- Build trusted partnerships with customer executives, supply chain leaders, and operations teams.
- Lead Quarterly Business Reviews (QBRs), executive business reviews, and strategic planning
sessions.
- Champion the Voice of the Customer across Metropolitan's organization.
- Proactively identify risks, resolve escalated issues, and ensure a best-in-class customer
experience.
Account Growth
- Develop account strategies that drive customer retention and profitable growth.
- Identify opportunities for additional warehousing, transportation, final mile, value-added services,
and network expansion.
- Partner with Sales/Business Development on customer expansion opportunities.
- Lead contract renewals, pricing discussions, and commercial negotiations.
- Support RFP responses, Statements of Work (SOWs), implementation planning, and commercial
proposals.
Operational Partnership
- Partner closely with Regional Operations leadership to ensure customer commitments are
achieved.
- Monitor KPIs, SLAs, customer scorecards, financial performance, and operational metrics.
- Drive continuous improvement initiatives that improve service, productivity, and profitability.
- Coordinate cross-functional resources to resolve customer challenges quickly and effectively.
- Support implementation of new business launches, network expansions, and operational
transitions.
Financial Management
- Understand customer performance and profitability.
- Monitor pricing compliance and identify opportunities for margin improvement.
- Support budgeting, forecasting, and annual business planning.
- Collaborate with Finance on billing, contract administration, and commercial analysis.
Leadership
- Influence cross-functional teams without direct authority.
- Coach and mentor Account Managers as the organization continues to grow.
- Foster a culture of accountability, customer focus, collaboration, and continuous improvement.
What You Need to Succeed
Minimum Qualifications
- Bachelor's degree in Business, Supply Chain, Logistics, Operations, or a related field, or
equivalent professional or military experience.
- Seven (7)+ years of progressive experience in Account Management, Customer Success, Supply
Chain, Logistics, or Operations.
- Experience managing strategic or national customer accounts within a complex operational
environment.
- Demonstrated ability to lead strategic customer initiatives, manage executive relationships, and
deliver measurable commercial value.
- Proven experience supporting pricing strategy, contract negotiations, Statements of Work
(SOWs), RFP responses, and commercial agreements.
- Strong business acumen with the ability to balance customer satisfaction, operational execution,
and financial performance.
- Exceptional customer relationship management, communication, negotiation, and presentation
skills.
- Proven ability to collaborate across multiple functional teams and influence stakeholders without
direct authority.
- Strong analytical and problem-solving skills with the ability to interpret operational and financial
data to drive business decisions.
- Excellent organizational and project management skills with the ability to prioritize multiple
initiatives in a fast-paced environment.
- Proven ability to lead cross-functional initiatives across multiple locations.
Preferred Qualifications
- Ten (10)+ years of progressive account management or customer leadership experience,
including national 3PL account management.
- Experience within third-party logistics (3PL), warehousing, transportation, distribution, or final mile
operations.
- Experience managing enterprise or Fortune 500/1000 customer relationships across multiple
locations.
- Experience supporting furniture, big and bulky retail, home furnishings, appliance, or consumer
goods customers.
- Experience managing multi-site or national logistics programs.
- Experience with network optimization, distribution strategy, or supply chain consulting.
- Experience supporting large, complex customer implementations and network expansions.
- Working knowledge of Warehouse Management Systems (WMS), Transportation Management
Systems (TMS), and supply chain performance metrics.
- Demonstrated success identifying and executing organic growth opportunities within existing
customer accounts.
- Strong executive presence with a consultative mindset that balances growth opportunities against
operational excellence and customer satisfaction.
LocationTravel
- Must reside in a major U.S. metropolitan market with convenient access to a major commercial
airport.
- Ability to travel approximately 40%–50% throughout Metropolitan's national warehouse network
and customer locations.
- Relocation assistance is available for qualified candidates.
Why Metropolitan WarehouseDelivery?
At Metropolitan, our customers trust us to deliver exceptional logistics solutions across one of the
largest big and bulky distribution networks in North America. We combine operational excellence,
technology, and a customer-first culture to create lasting partnerships that drive growth for both our
customers and our business.
If you're passionate about building strategic relationships, leading cross-functional teams, and
delivering meaningful business results, we'd love to hear from you.
