Customer Success Manager at Riverstone Logistics in Rock Hill, SC

Job description

• Mission: To build and sustain long-term, high-value customer partnerships by ensuring consistent delivery, driving measurable outcomes, and positioning Riverstone as a critical enabler of our customers’ success.
• Core Objective: Own the full post-sale customer lifecycle for strategic product accounts— swift onboarding, maximizing retention, driving expansion, and ensuring customers realize continuous value from the Onward platform. The Account Manager operates at the intersection of customer success and product operations ensuring commitments made translate into durable, long-term partnerships.
• You are a trusted advisor who builds credibility quickly and maintains it through consistency, insight, and results.
• You think beyond transactions—you focus on long-term partnerships and sustained customer value.
• You are highly accountable and take ownership of both customer outcomes and internal alignment.
• You are proactive and solutions-oriented, anticipating risks and acting before they become issues.
• You are comfortable navigating complexity, aligning multiple stakeholders, and driving clarity.
• You are able to pick up new systems quickly have a bend towards understanding product development and engineering.
• You communicate effectively across all levels—from frontline operators to executive leadership.
• You balance customer advocacy with operational realities, ensuring both sides are aligned and successful.
• Customer-First Mentality: Deep commitment to delivering value and building lasting customer relationships.
• Strategic Ownership: Ability to own the full account lifecycle and connect customer needs to business outcomes.
• Influence & Alignment: Skilled at driving alignment across Sales, Operations, and Product without direct authority.
• Execution Focus: Ensures follow-through on commitments and delivers consistent, high-quality outcomes.
• Problem Solver: Effectively manages escalations, identifies root causes, and drives sustainable solutions.
• Commercial Acumen: Understands how to identify and drive expansion opportunities while protecting retention.
• Data-Driven Mindset: Uses performance metrics and customer insights to guide decisions and recommendations.
• Resilience & Composure: Maintains professionalism and urgency in high-pressure or ambiguous situations.

Responsibilities

• Customer Relationship Ownership
• Serve as the primary point of contact for assigned customer accounts post-sale
• Build trusted relationships with customer stakeholders across operations, supply chain, and leadership
• Collaborate cross-functionally with internal Operations, Sales, Finance, and IT teams to deliver consistent, high-quality service and measurable results for customers
• Lead regular check-ins, business reviews, and performance discussions
• Retention & Expansion
• Ensure customers are actively using and receiving value from the Onward platform.
• Work with clients to understand the functionality of Onward and how to leverage it within their solutions process.
• Identify opportunities for account expansion, additional markets, or increased usage.
• Partner with Sales and leadership on renewals, upsells, and expansions.
• Coordinate with Product leadership to ensure secure, compliant, and scalable technical integration.
• Operational Alignment & Issue Resolution
• Coordinate internally to resolve customer issues and escalations
• Work closely with Account Coordinators, Shared Services, and Operations to ensure reliable execution
• Ensure customer expectations are aligned with operational reality and platform capabilities
• Monitor and analyze account activity to identify trends, challenges, and opportunities for improvement
• Ensure all integrations meet technical acceptance criteria.
• Ensure new releases and configurations within client instances work described
• Coach and train customers on how to work with a new release within the product
• Voice of the Customer
• Gather and synthesize customer feedback
• Translate customer needs into clear input for Product and Operations
• Write technical stories of those needs for Product to use
• Advocate internally for customer-driven improvements and prioritization

Requirements

• 1-2 years of technical, product-based, account management / customer-facing role. Preferably with a logistics, transportation, or brokerage product.
• Proven ability to manage multiple priorities and high-volume operations in a fast-paced environment.
• Strong working knowledge of TMS platforms and logistics lifecycle processes.
• Excellent verbal and written communication skills, with a customer-first approach.
• Demonstrated problem-solving skills and ability to think strategically.
• Proficient in Microsoft Office, especially Excel; ability to learn new systems quickly.
• Bachelor's degree in business, Supply Chain, or related field.
• Experience managing or supporting enterprise-level accounts.
• Prior exposure to final mile or dedicated delivery operations is preferred.

Skills

Required

• Customer-First Mentality
• Strategic Ownership
• Influence & Alignment
• Execution Focus
• Problem Solver
• Commercial Acumen
• Data-Driven Mindset
• Resilience & Composure
• Ability to learn new systems quickly
• Logistics lifecycle processes knowledge