Strategic Account Manager

When a shipment absolutely matters, Ship Nova doesn't miss. That promise is why our founders personally run the customer relationships behind roughly 60% of company revenue, and it's why we're being deliberate about who we hand that book to next.

We're hiring a Strategic Account Manager to become the day-to-day owner of our most important customers. This is not a maintenance seat and it is not a call-center queue. You are the trusted operator standing between our biggest accounts and our operations floor, making sure critical shipments are watched, special requirements are honored, and problems are caught long before a customer ever feels them.

You are the early-warning system, the face of Ship Nova between founder touchpoints, and the person a shipper trusts enough to say, "I never have to worry when it's with you."

The founders stay engaged on escalations and new-service selling. Everything else, you run. You'll own the cadence, the QBRs, the relationships, and the growth of the book, and you'll be paid like the book is your own business, because your comp plan says it is. If you've ever wanted a seat where retention and growth are yours to drive and yours to cash in on, this is it.

Qualifications

• 3 to 5+ years in logistics account management, freight operations, or customer success at a 3PL, broker, or forwarder. You speak freight fluently: LTL, expedited, accessorials, MABD, OS&D.
• A proven record of retaining and growing a revenue book, with real numbers to back it up.
• Strong written and verbal communication. You can build a Q  deck, run the room, and hold your own with an operations manager and a VP of Supply Chain in the same afternoon.
• Organized to a fault. Cadences, follow-ups, and SOP compliance do not slip on your watch.
• Comfortable with TMS and CRM discipline. We run Turvo, 3PL Systems, and Sales Dash; experience with any is a plus.
• Willing to travel regionally for customer visits, roughly 25 to 35%.
• High ownership. You treat the book like your own business, because here, it is.

Responsibilities

• Own account health and shipment oversight across the founder book. Monitor daily activity, flag high-priority and special-requirement shipments, and make sure operations executes them cleanly.
• Drive internal accountability. Ensure customer-specific SOPs and service expectations are documented and met, and when they slip, you own the fix.
• Run a proactive communication cadence. Structured phone check-ins with every account, confirming things are running clean and surfacing what's coming next before anyone has to ask.
• Show up in person. Monthly visits with top-tier accounts, quarterly with the rest. You are the relationship, face to face.
• Build and co-facilitate QBRs. On-time percentage, volume trends, savings delivered, issues resolved, packaged into a deck you present alongside the founders.
• Spot and qualify growth. Learn the full menu, LTL, air and ground expedited, tradeshow, international, and brokerage, and surface upsell and cross-sell opportunities in every conversation. You source and qualify, the founders close.
• Triage escalations. Handle first-line issues yourself and bring the founders in fast when something exceeds your authority, with a summary and a recommended path, not just a problem.
• Competitive base salary with on-target earnings of roughly $85,000 to $105,000.
• A retention and growth incentive plan that pays you for exactly what we ask you to do: keep this revenue and grow it. Quarterly retention bonuses, quarterly growth commission on the opportunities you source, and an uncapped annual kicker for growth above baseline.
• Full health insurance, dental insurance, and vision coverage.
• 401(k) with company match.
• Paid time off.
• A direct line to the founders, real authority over a major book, and a comp ceiling that rises with the results you drive.