Manager, Customer Success
Position Summary:
As the Manager, Customer Success, you will lead Allegro's Customer Success team and own the overall customer experience across our home delivery portfolio. You will build and coach a team of Customer Success professionals, set the standards and processes that drive customer satisfaction, and ensure consistent, high-quality service across all accounts. Partnering closely with the Key Account Management, Operations, and Sales leadership teams, you will represent the voice of the customer internally, resolve escalated issues, and drive continuous improvement in the end-to-end delivery experience. This role requires strong leadership, sound judgment, and the ability to balance team development with hands-on customer engagement.
Key Responsibilities:
Lead the Customer Success Team
Hire, train, and coach a team of Customer Success Specialists/Managers to deliver a consistent, high-quality customer experience
Set clear goals, workload distribution, and performance expectations for the team
Conduct regular one-on-ones and team meetings to review performance, share best practices, and address development needs
Build a culture of accountability, proactive communication, and customer-first thinking
Own the Customer Experience Strategy
Develop and implement customer success programs, playbooks, and processes that scale across the customer portfolio
Define and monitor customer health indicators to proactively identify and address risk
Standardize onboarding, communication cadences, and issue-resolution practices across the team
Act as an escalation point for complex or high-impact customer issues, partnering with Operations to drive resolution
Drive Retention & Growth Across the Portfolio
Partner with Key Account Managers and Sales to support account growth, renewals, and expansion opportunities
Identify trends across accounts and use data to recommend service, process, or product improvements
Support contract renewals and pricing discussions in coordination with account and commercial teams
Champion initiatives that improve customer satisfaction, reduce churn, and strengthen long-term relationships
Partner with Operations & Cross-Functional Teams
Collaborate with local and regional operations teams to ensure customer expectations are met in execution
Support the onboarding and launch of new customers, locations, and service lines
Serve as the internal voice of the customer, ensuring feedback informs operational and strategic decisions
Drive cross-functional continuous improvement initiatives that enhance the last-mile customer experience
Performance Management & Reporting
Own reporting on team and portfolio-wide KPIs, including customer satisfaction, on-time delivery, claims, and retention
Build and maintain dashboards and reporting cadences for leadership visibility into customer health
Lead performance reviews for the team and implement corrective action plans as needed
Present customer success trends, wins, and risks to senior leadership
Qualifications:
5–8+ years of experience in Customer Success, Account Management, Operations, or Logistics, including experience in final mile, home delivery, transportation, or retail logistics preferred
2+ years of experience directly leading, coaching, or managing a team
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Proven ability to build processes and programs that scale across a growing customer base
Experience working cross-functionally with Operations, Sales, and Account Management teams
Data-driven mindset with the ability to analyze performance trends and drive improvements
Excellent communication, coaching, and organizational skills
Highly customer-focused, proactive, and results-oriented
Preferred Experience:
Experience building or scaling a Customer Success function within a logistics, 3PL, or home delivery environment
Familiarity with CRM and customer health/reporting tools
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A collaborative approach to working with internal teams and external customers
Flexibility to travel to customer sites and delivery locations as needed
Physical/Mental Demands:
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Physical requirements include the ability to sit and stand for several hours at a time, walk, reach, bend, stoop, stretch, lift, push, transport, and move up to 25 pounds and to talk and hear
Manual dexterity and visual acuity are needed to operate normal office equipment, such as a computer, telephone and copier. Specific vision abilities include close, distance, color and peripheral vision, depth perception, and the ability to adjust focus
Environmental/Working Conditions:
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Work is performed in an indoor office environment and involves frequent contact with customers, vendors, employees, and the public
About ACS Logistics Holdings:
We are a fast-growing logistics and transportation company with three different areas of business. Anderson Cargo Services specializes in managing freight and custom shipping solutions. Allegro Home Delivery specializes in nationwide home deliveries of large-scale items, with a focus in the middle and final mile home delivery market. DataTrec offers data center relocations and provides safe, secure, high-speed transportation services and logistics for data center enterprise equipment.
Allegro Home Delivery provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state or local laws.
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