Director, Customer Success / Account Management

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 Warehouse & Delivery

Metropolitan Warehouse & Delivery 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.
  
  

Minimum Qualifications

What You Need to Succeed

• 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.

Location & Travel

• 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 Warehouse & Delivery?

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.