Carrier Success Manager

About DAT
 DAT Freight & Analytics is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of freight and logistics innovation for nearly five decades. Founded in 1978, DAT operates the largest freight marketplace in North America — processing 250 million+ load posts annually and maintaining one of the largest repositories of freight market transaction data in the world.

On a defined path to $1 billion in revenue, DAT deploys a suite of software solutions, machine learning models, and intelligent automation tools that help brokers, carriers, and shippers price freight accurately, source capacity, reduce risk, and operate more efficiently. With nearly 700 teammates across offices in Denver, CO;
Portland, OR;
Seattle, WA;
Springfield, MO;
Toronto, ON; and Bangalore, India, DAT combines the credibility of a multi-decade market leader with the drive of a company that is not done disrupting the industry it helped build. For more information, visit
 Final date to receive applications: 7/31/2026
 The Opportunity
 The Carrier Success Manager is responsible for retaining and growing DAT's carrier customer base within a dedicated territory. This role manages retention outcomes, executes upsell and cross-sell strategies, maintains territory health, and cultivates strong customer relationships. They serves as the primary point of contact for their territory, translating field intelligence into actionable insights for product, marketing, and support teams.
 This fully remote, work from home opportunity, covering our Illinois territory and is open to applicants who are full time residents of the following states: IL
 What You’ll Do
 Customer Retention
 Own churn quota and proactively manage at-risk accounts using Einstein reports and territory data.
 Ensure all new fleets of 10+ trucks are fully onboarded; manage completion rates and build onboarding packages.
 Develop reactivation strategies for non-pays and churned accounts, segmented by rep, territory, and product.
 Track and report on self-service reactivation rates; build profiles of successful reactivations to inform strategy.
 Maintain a 30-day-plus reactivation program with defined conversion targets and outreach cadences.
 Use C-Sat scores, surveys, and other tools to understand churn drivers and close feedback loops.
 Upsell & Cross-Sell
 Achieve budgeted growth targets for ancillary services including DAT IQ, Outgo, TMS integrations, Trucker Tools Tracking, and CMS.
 Develop and document best practices for obtaining product upgrades; share and train across the team.
 Drive penetration of new services and partnership offers within the existing carrier base.
 Territory & Account Intelligence
 Maintain a working understanding of each territory: economic factors, competition, penetration rates, churn rates and reasons, equipment types, and customer mix.
 Ensure top 100 fleet accounts per territory are fully profiled, covering: number of employees, decision makers, TMS in use, competitive presence, growth potential, risks, revenue, and load types.
 Use territory data to build growth strategies and identify expansion opportunities.
 Customer Feedback & Voice of the Customer
 Own the method and cadence for collecting and reporting customer feedback to Product Management and Product Marketing.
 Represent the customer perspective in UAT cycles and PM discussions.
 Analyze and synthesize feedback into actionable reporting with sufficient detail for product decisions.
 Team Management
 Hire, develop, and retain Carrier Success Representatives; manage PIPs and attendance as needed.
 Conduct 1:1s twice per month with each direct report.
 Lead team meetings twice per month and territory-focused meetings once per month.
 Ensure reps understand and can execute basic Salesforce reporting; advanced reporting continues through Sales Analysts.
 Cross-Functional Alignment
 Ensure processes, training, and job focus align with Sales, Product, and Support teams.
 Participate in OKR cycles, Quarterly Business Reviews, and weekly supervisor meetings.
 The Skills and Experience You’ll Bring
 Highly…