Overview The Customer Success Representative (CSR) is responsible for cultivating long-term relationships with our customers, ensuring they receive best-in-class service, and driving account growth. Acting as the primary customer advocate, CSR strengthens partnerships, identifies opportunities to expand business, and ensures a smooth and positive customer journey.   This role is critical in “farming” our customer base — maximizing retention, building trust, and generating incremental revenue by proactively understanding and serving customer needs. Key Responsibilities * Customer Relationship Management * Serve as the primary point of contact for assigned accounts, focusing on engagement and satisfaction. * Build and maintain strong, long-term relationships with customers to ensure loyalty and retention. * Act as the voice of the customer internally, advocating for their needs and ensuring follow-through. * Business Growth & Expansion * Identify new business opportunities within existing accounts through proactive conversations. * Collaborate with Account Executives to develop and execute strategies to expand customer spend. * Deliver account reviews, performance updates, and strategic insights to drive growth. * Customer Experience & Success * Partner closely with Account Coordinators to ensure day-to-day operations run smoothly. * Monitor customer satisfaction, address escalations, and resolve issues promptly. * Provide consultative insights to customers, helping them optimize their experience with our services. * Collaboration & Communication * Work cross-functionally with operations, sales, and leadership to deliver consistent customer value. * Provide feedback from customers to improve internal processes, products, and service offerings. * Maintain accurate records of customer interactions, opportunities, and growth initiatives in CRM. Qualifications * 2–4 years of experience in customer success, account management, inside sales, or a related role. * Strong relationship-building and communication skills (written and verbal). * Proven ability to grow business within existing accounts. * Customer-first mindset with strong problem-solving and follow-up skills. * Highly organized, detail-oriented, and comfortable managing multiple priorities. * Logistics, transportation, or freight industry experience preferred (but not required). Success Metrics * Customer retention rate. * Growth in revenue from existing accounts. * Customer satisfaction / NPS scores. * Expansion opportunities identified and executed.