Position Summary:
As the Manager, Customer Success, you will lead Allegro's Customer Success team and own the overall customer experience across our home delivery portfolio. You will build and coach a team of Customer Success professionals, set the standards and processes that drive customer satisfaction, and ensure consistent, high-quality service across all accounts. Partnering closely with the Key Account Management, Operations, and Sales leadership teams, you will represent the voice of the customer internally, resolve escalated issues, and drive continuous improvement in the end-to-end delivery experience. This role requires strong leadership, sound judgment, and the ability to balance team development with hands-on customer engagement.
Key Responsibilities:
Lead the Customer Success Team
- Hire, train, and coach a team of Customer Success Specialists/Managers to deliver a consistent, high-quality customer experience
- Set clear goals, workload distribution, and performance expectations for the team
- Conduct regular one-on-ones and team meetings to review performance, share best practices, and address development needs
- Build a culture of accountability, proactive communication, and customer-first thinking
Own the Customer Experience Strategy
- Develop and implement customer success programs, playbooks, and processes that scale across the customer portfolio
- Define and monitor customer health indicators to proactively identify and address risk
- Standardize onboarding, communication cadences, and issue-resolution practices across the team
- Act as an escalation point for complex or high-impact customer issues, partnering with Operations to drive resolution
Drive Retention & Growth Across the Portfolio
- Partner with Key Account Managers and Sales to support account growth, renewals, and expansion opportunities
- Identify trends across accounts and use data to recommend service, process, or product improvements
- Support contract renewals and pricing discussions in coordination with account and commercial teams
- Champion initiatives that improve customer satisfaction, reduce churn, and strengthen long-term relationships
Partner with Operations & Cross-Functional Teams
- Collaborate with local and regional operations teams to ensure customer expectations are met in execution
- Support the onboarding and launch of new customers, locations, and service lines
- Serve as the internal voice of the customer, ensuring feedback informs operational and strategic decisions
- Drive cross-functional continuous improvement initiatives that enhance the last-mile customer experience
Performance Management & Reporting
- Own reporting on team and portfolio-wide KPIs, including customer satisfaction, on-time delivery, claims, and retention
- Build and maintain dashboards and reporting cadences for leadership visibility into customer health
- Lead performance reviews for the team and implement corrective action plans as needed
- Present customer success trends, wins, and risks to senior leadership
Qualifications:
- 5–8+ years of experience in Customer Success, Account Management, Operations, or Logistics, including experience in final mile, home delivery, transportation, or retail logistics preferred
- 2+ years of experience directly leading, coaching, or managing a team
- Strong customer relationship management, problem-solving, and conflict-resolution skills
- Proven ability to build processes and programs that scale across a growing customer base
- Experience working cross-functionally with Operations, Sales, and Account Management teams
- Data-driven mindset with the ability to analyze performance trends and drive improvements
- Excellent communication, coaching, and organizational skills
- Highly customer-focused, proactive, and results-oriented
Preferred Experience:
- Experience building or scaling a Customer Success function within a logistics, 3PL, or home delivery environment
- Familiarity with CRM and customer health/reporting tools
- Strong understanding of service delivery in a fast-paced, operational environment
- A collaborative approach to working with internal teams and external customers
- Flexibility to travel to customer sites and delivery locations as needed
Physical/Mental Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Physical requirements include the ability to sit and stand for several hours at a time, walk, reach, bend, stoop, stretch, lift, push, transport, and move up to 25 pounds and to talk and hear
- Manual dexterity and visual acuity are needed to operate normal office equipment, such as a computer, telephone and copier. Specific vision abilities include close, distance, color and peripheral vision, depth perception, and the ability to adjust focus
Environmental/Working Conditions:
The role will work out of our corporate office in Eagan, MN, with regular travel to customer sites and delivery locations. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Work is performed in an indoor office environment and involves frequent contact with customers, vendors, employees, and the public
About ACS Logistics Holdings:
We are a fast-growing logistics and transportation company with three different areas of business. Anderson Cargo Services specializes in managing freight and custom shipping solutions. Allegro Home Delivery specializes in nationwide home deliveries of large-scale items, with a focus in the middle and final mile home delivery market. DataTrec offers data center relocations and provides safe, secure, high-speed transportation services and logistics for data center enterprise equipment.
Allegro Home Delivery provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state or local laws.
