AJC Freight Solutions: Customer Success Representative

Overview

The Customer Success Representative (CSR) is responsible for cultivating long-term relationships with our customers, ensuring they receive best-in-class service, and driving account growth. Acting as the primary customer advocate, CSR strengthens partnerships, identifies opportunities to expand business, and ensures a smooth and positive customer journey.

This role is critical in "farming" our customer base - maximizing retention, building trust, and generating incremental revenue by proactively understanding and serving customer needs.

Key Responsibilities

• Customer Relationship Management

• Serve as the primary point of contact for assigned accounts, focusing on engagement and satisfaction.

• Build and maintain strong, long-term relationships with customers to ensure loyalty and retention.

• Act as the voice of the customer internally, advocating for their needs and ensuring follow-through.

• Business Growth & Expansion

• Identify new business opportunities within existing accounts through proactive conversations.

• Collaborate with Account Executives to develop and execute strategies to expand customer spend.

• Deliver account reviews, performance updates, and strategic insights to drive growth.

• Customer Experience & Success

• Partner closely with Account Coordinators to ensure day-to-day operations run smoothly.

• Monitor customer satisfaction, address escalations, and resolve issues promptly.

• Provide consultative insights to customers, helping them optimize their experience with our services.

• Collaboration & Communication

• Work cross-functionally with operations, sales, and leadership to deliver consistent customer value.

• Provide feedback from customers to improve internal processes, products, and service offerings.

• Maintain accurate records of customer interactions, opportunities, and growth initiatives in CRM.

Relative Job Titles - Account Management, Operations Account Management, Business Development Representative, Customer Development Representative

Qualifications

• 2-4 years of experience in customer success, account management, inside sales, or a related role.
• Strong relationship-building and communication skills (written and verbal).
• Proven ability to grow business within existing accounts.
• Customer-first mindset with strong problem-solving and follow-up skills.
• Highly organized, detail-oriented, and comfortable managing multiple priorities.
• Logistics, transportation, or freight industry experience preferred (but not required).

Success Metrics

• Customer retention rate.
• Growth in revenue from existing accounts.
• Customer satisfaction / NPS scores.
• Expansion opportunities identified and executed.