Customer Success Manager - Warehousing/ 3PL

Description

Job Summary

The Customer Success Manager (CSM) is responsible for owning the end-to-end relationship for assigned warehouse customers, serving as a strategic partner focused on performance, customer satisfaction, retention, and growth. This role acts as the primary point of contact and ensures alignment between customer expectations and warehouse operations.

Key Responsibilities

Account Ownership & Relationship Management

• Serve as the primary point of contact for assigned customer accounts
• Build and maintain strong relationships with key stakeholders and decision-makers
• Develop a deep understanding of customer business models, seasonality, and growth plans
• Drive customer satisfaction and long-term retention
  
  

Performance Management & KPI Ownership

• Monitor and manage key performance indicators, including:
• On-time order fulfillment
• Order accuracy
• Inventory accuracy
• Dock-to-stock time
• Customer health score
• Conduct regular business reviews (weekly, monthly, quarterly)
• Identify trends, risks, and opportunities for improvement
  

Communication & Strategic Alignment

• Oversee customer onboarding and SOP setup
• Provide proactive updates on operations, risks, and performance
• Align customer priorities with warehouse operations, including peak planning and SLA management
• Serve as the escalation point for critical customer issues
  
  

Issue Resolution & Escalation Management

• Own and manage complex or high-impact issues from start to resolution
• Conduct root cause analysis and implement corrective actions
• Ensure preventative measures are established to avoid recurring issues
  
  

Cross-Functional Collaboration

• Partner with internal teams, including:
• Warehouse Operations
• Inventory Control
• Billing/Finance
• Transportation
• Ensure SOP compliance and execution consistency
• Translate customer needs into actionable operational priorities
  

Account Growth & Commercial Ownership

• Identify upsell and cross-sell opportunities (e.g., value-added services, storage, fulfillment)
• Support pricing discussions and contract alignment
• Drive revenue growth within assigned accounts
  
  

Process Improvement & Customer Advocacy

• Analyze operational inefficiencies and recommend improvements
• Advocate for system, process, and service enhancements
• Represent the “voice of the customer” internally
  
  

Work Environment & Schedule

• Warehouse and/or office environment based on operational needs
• Schedule may vary depending on customer and business demands
  
  

Requirements

Qualifications

• 5 years of experience in Customer Success, Account Management, or Supply Chain/3PL
• Strong understanding of warehouse operations, including WMS, inventory, and fulfillment processes
• Proven experience managing complex customer relationships
• Strong analytical and KPI-driven decision-making skills
• Excellent communication, organizational, and stakeholder management skills