Manager, Customer Success

Head Office Chicago
Fuel Transport Headquarter
151 North Franklin
STE 2625
Chicago, IL 60606, USA

There’s a moment when it all comes together. When a complicated challenge turns into a creative solution. When a problem turns into an opportunity. We live for those moments. And if challenges arise? That’s ok – rise to the challenge. No two days are exactly the same, and that’s what makes working at Fuel so gratifying.

Here at Fuel, creativity is what drives us forward. We want the outliers. The non-conformists. The game-changers. And that’s where you come in. To transform the face of logistics, we need your help. This is not just a job, it’s a lifestyle. We want you to be excited about the work you’re doing and the company you’re doing it for.

Fuel Transport is looking for a
Manager, Customer Success
for our office in
Chicago IL
. The Manager, Customer Success is responsible for retaining and expanding the existing customer portfolio while ensuring a high level of day-to-day service performance. This role owns the customer relationship after the sale, balancing commercial growth objectives with operational execution realities. Customer Success exists to retain profitable customer relationships, expand wallet share within existing accounts, improve customer satisfaction, and ensure expectations align with execution capability.

Rise to the challenge. Find your Fuel.

Job Summary:

• Own the overall health, performance, and profitability of the assigned customer portfolio.
• Develop and execute account growth strategies, including expansion into new markets and cross-selling opportunities.
• Identify upsell, cross-sell, and expansion opportunities to maximize revenue and customer value.
• Lead, mentor, and develop Team Leads and Account Managers, fostering a high-performing and motivated team.
• Set clear goals, priorities, and service standards for the team to ensure consistent delivery of excellent customer experiences.
• Maintain strong executive-level relationships with key customers, acting as a trusted advisor.
• Serve as the primary escalation point for complex customer issues and service concerns, ensuring timely resolution.
• Deliver quarterly and annual portfolio growth targets, including revenue, gross profit, and customer profitability metrics.
• Monitor key performance indicators (KPIs) for the portfolio, including revenue trends, profitability, and customer satisfaction.
• Partner with internal teams such as Operations, Pricing, and Sales to ensure seamless service delivery and strategic account alignment.
• Conduct regular business reviews with customers to identify needs, risks, and opportunities for collaboration.
• Analyze customer performance data to make informed recommendations for process improvements and operational efficiency.
• Provide customer feedback to marketing and product teams to support new service offerings.
• Ensure compliance with company policies, contractual obligations, and regulatory requirements in all customer interactions.
• Other tasks as required by the business.

Skills & Requirements:

• Bachelor’s degree in Business Administration required, Supply Chain Management, Logistics, Sales, Marketing, or a related field.
• 7–12+ years of experience in Customer Success, Account Management, or Strategic Accounts within logistics or freight brokerage
• 2–5+ years of people leadership experience managing Team Leads and/or Account Managers
• Working knowledge of Microsoft Excel and Word; experience using data and documentation tools to support reporting, analysis, and client communication is considered an asset
• Strong brokerage operations background with a proven track record of managing complex customer portfolios

Pay, benefits, perks and more:

We’re not like the others, nor do we care to be. You are an investment and from day one, we treat you as such. Easily accessible by public transit, our dynamic work environment is high-energy and fun. Our competitive comp packages include comprehensive benefit plans and generous paid time off, and our company sponsored events, and other creative perks are all designed with our valued employees in mind.

Fuel Transport US Inc. is an equal opportunity employer. We appreciate your interest and will respond to qualified applicants as soon as possible.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.