Customer Success Manager

Responsibilities

• Lead customer success initiatives focused on retention, adoption, and long-term account growth
• Develop and maintain strong relationships with Broker Service Clients as a strategic partner
• Monitor customer health, usage trends, and engagement metrics to identify risks
• Conduct regular business reviews with key accounts to align solutions with customer goals
• Collaborate with internal teams to resolve issues and ensure smooth product delivery
• Partner with Sales to promote additional brokerage products and support cross-sale efforts
• Drive customer education through training and process optimization recommendations
• Track and manage customer retention, renewal, and expansion opportunities
• Maintain accurate customer data and activity tracking within Salesforce
• Gather and communicate customer feedback to Product and Leadership teams
• Develop customer success processes, playbooks, and reporting

Requirements

• Minimum 2 years of experience in transportation, logistics, freight tech, fintech, or customer success
• Experience managing strategic customer relationships
• Understanding of freight brokerage operations, carrier payments, or transportation technology
• Proven ability to drive customer retention and revenue growth
• Strong analytical and problem-solving skills
• Excellent communication and relationship-building skills
• Experience with Salesforce or other CRM platforms
• Highly organized with strong project management capabilities

Benefits

• Individual and Company bonus programs
• Medical, Dental, Vision, Life/AD&D, and Short-Term Disability insurance
• Pet Insurance and Employee Assistance Program
• Paid Family Leave and Fully Paid Maternity Leave
• 401(k) with Company Matching
• Generous PTO, Sick/Mental Health Days, and Flex Holidays
• Travel Stipend and Company Paid Fitness Membership
• Leadership Development and Continuous Learning opportunities
• Weekly Catered Lunches and Casual Dress Code
• Volunteer Days and Inclusion programs

About the Company

OTR Solutions is an innovator in the transportation industry providing a suite of factoring, fuel, and business management focused solutions. As a Private Equity backed FinTech company, OTR helps companies get fast access to the funds they need for daily operations.