Director, Customer Success / Account Management

Director, Customer SuccessLocation: Major U.S. Metropolitan Market (must reside near a major airport)Reporting To: VP Customer SuccessTravel: Up to 50% nationwideCompensation: $130,000–$150,000 base salary plus annual performance bonus (target 20%)About Metropolitan Warehouse & DeliveryMetropolitan 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 consumergoods. Position SummaryThe Director, Customer Success, leads Metropolitan's largest and most strategic customerrelationships from implementation through ongoing operations, serving as the primary strategicrelationship owner while balancing operational excellence, financial performance, and commercialgrowth.

Director, Customer SuccessLocation: Major U.S. Metropolitan Market (must reside near a major airport)Reporting To: VP Customer SuccessTravel: Up to 50% nationwideCompensation: $130,000–$150,000 base salary plus annual performance bonus (target 20%)About Metropolitan Warehouse & DeliveryMetropolitan 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 consumergoods. With a nationwide network of strategically located facilities, we partner with many of the world'sleading furniture, home furnishings, mattress, appliance, and oversized product manufacturers andretailers.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 acrossMetropolitan's national network.This position is ideal for someone who enjoys building executive relationships, solving complexoperational challenges, and partnering with Operations, Transportation, Engineering, Finance, andBusiness Development teams to create value for customers.Position SummaryThe Director, Customer Success, leads Metropolitan's largest and most strategic customerrelationships from implementation through ongoing operations, serving as the primary strategicrelationship owner while balancing operational excellence, financial performance, and commercialgrowth.Success in this role requires the ability to develop trusted executive relationships, proactively identifyopportunities, navigate complex operational environments, negotiate commercial agreements, andcollaborate across multiple functional teams.Key ResponsibilitiesCustomer 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 planningsessions.• Champion the Voice of the Customer across Metropolitan's organization.• Proactively identify risks, resolve escalated issues, and ensure a best-in-class customerexperience.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 commercialproposals.Operational Partnership• Partner closely with Regional Operations leadership to ensure customer commitments areachieved.• 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 operationaltransitions.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.What You Need to SucceedMinimum Qualifications• Bachelor's degree in Business, Supply Chain, Logistics, Operations, or a related field, orequivalent professional or military experience.• Seven (7)+ years of progressive experience in Account Management, Customer Success, SupplyChain, Logistics, or Operations.• Experience managing strategic or national customer accounts within a complex operationalenvironment.• Demonstrated ability to lead strategic customer initiatives, manage executive relationships, anddeliver 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 presentationskills.• Proven ability to collaborate across multiple functional teams and influence stakeholders withoutdirect authority.• Strong analytical and problem-solving skills with the ability to interpret operational and financialdata to drive business decisions.• Excellent organizational and project management skills with the ability to prioritize multipleinitiatives 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 mileoperations.• Experience managing enterprise or Fortune 500/1000 customer relationships across multiplelocations.• Experience supporting furniture, big and bulky retail, home furnishings, appliance, or consumergoods 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 ManagementSystems (TMS), and supply chain performance metrics.• Demonstrated success identifying and executing organic growth opportunities within existingcustomer accounts.• Strong executive presence with a consultative mindset that balances growth opportunities againstoperational excellence and customer satisfaction.Location & Travel• Must reside in a major U.S. metropolitan market with convenient access to a major commercialairport.• Ability to travel approximately 40%–50% throughout Metropolitan's national warehouse networkand 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 thelargest 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 ourcustomers and our business.If you're passionate about building strategic relationships, leading cross-functional teams, anddelivering meaningful business results, we'd love to hear from you.