Sr. Manager Customer Success

At DHL, our people are our greatest asset! Everyone’s contribution drives us to be the world's #1 logistics company.

Certified as a Great Place to Work, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career.

JOB SUMMARY:

As the Senior Manager of Customer Success, you will play a pivotal role in shaping the customer experience by leading a high-performing team dedicated to fostering strong, strategic relationships with key customers. You will leverage your expertise in managing complex customer dynamics to drive retention and expansion while ensuring alignment with organizational goals. Your ability to inspire and engage stakeholders at all levels will be essential in collaborating with cross-functional teams to optimize processes and enhance service delivery. With a focus on data-driven decision-making and continuous improvement, you will champion customer insights and advocate for their needs, ultimately contributing to the growth and success of the organization.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Lead and manage a Customer Success team, providing guidance, mentorship, and performance feedback while fostering a collaborative and customer-centric culture.
• Build and maintain strong relationships with key customers, understanding their unique needs, aligning our solutions with their business objectives, and proactively identifying at-risk accounts to develop strategic mitigation plans.
• Address customer issues promptly to ensure satisfaction, serving as a key escalation point for concerns and advocating for customer needs.
• Leverage customer insights and analytics to identify trends and opportunities to guide customer success efforts.
• Establish and refine KPIs to measure team performance, utilizing data-driven insights to monitor progress and identify areas for improvement. Conduct regular meetings with team members to review performance data, discuss findings, and collaboratively develop action plans for enhancement.
• Communicate customer sentiment, successes, challenges, and opportunities for product, process and service optimization.
• Develop and implement customer success strategies that align with organizational goals, focusing on enhancing customer satisfaction, retention, and expansion.
• Identify upsell and cross-sell opportunities based on customer needs and usage patterns, while providing thought leadership and fostering executive-level relationships with key accounts.
  

KEY SUCCESS METRICS

• Cultivate a positive and engaging team environment by clearly communicating expectations, providing regular feedback, and promoting open communication to enhance teamwork and collaboration towards common goals.
• Implement targeted training and development programs to equip team members with essential skills, manage performance effectively, and identify opportunities for growth and improvement. Present activity and results to ensure transparency and ongoing improvement.
• Empower the team to proactively engage with customers, anticipate their needs, and deliver personalized service, ensuring high customer satisfaction through metrics like Net Promoter Score (NPS) and fostering strong relationships to drive retention. Present activity and results to ensure transparency and ongoing improvement.
• Actively collect and analyze customer feedback to enhance the customer experience, using data to track performance, identify trends, and implement process improvements that streamline operations and increase efficiency. Establish and present a dashboard of performance metrics and trends on a regular basis to ensure transparency and ongoing improvement.
• Establish and nurture strategic partnerships with key internal and external stakeholders to drive improvement initiatives, ensuring alignment with organizational goals and enhancing collaboration for better customer success outcomes. Present activity and results to ensure transparency and ongoing improvement.

EDUCATION AND/OR EXPERIENCE:

• Bachelor's degree or equivalent experience, MBA a plus.
• 7+ years in Customer Success, including 3+ years managing a team.
• MUST have experience working with a CRM system (e.g., Salesforce).
• Demonstrated success in managing complex customer relationships, achieving customer satisfaction, and driving customer retention and expansion.
• Proven experience in hiring, onboarding, and developing high-performing teams, with a strong emphasis on coaching individual contributors and effectively managing performance to drive team success.
• Experience directly or indirectly working in logistics domain.

REQUIREMENTS/SKILLS:

• Demonstrate DHL Leadership attributes: Being Results Oriented, Leveraging Strengths, Providing Purpose, Having and Creating Trust, Focusing on Clear Priorities and Being
• Positive about Challenges, Uncertainty and Change.
• Enthusiastic and creative leader with the ability to inspire others.
• Exceptional written and verbal communication skills, capable of engaging and influencing stakeholders at all organizational levels.
• Strong follow-up skills to ensure customer needs and expectations are consistently met and exceeded.
• Ability to prioritize tasks and manage multiple team members and customer needs while maintaining a high level of attention to detail.
• Team-oriented with a collaborative mindset, effectively working with cross-functional teams to achieve common goals.
• Strong problem-solving abilities with a proactive, solutions-oriented approach to challenges.
• Process-oriented with strong analytical skills to drive efficiency and effectiveness.
• A passion for technology with a commitment to continuous learning and adaptability in a fast-paced, dynamic environment.

PHYSICAL DEMANDS:

• Physical demands are consistent with a professional office setting.
• Regular sitting at workstation for 25 – 75% of the work shift.
• Travel required (up to 25%).
  

As a leading logistics company in one of the fastest growing industries, at DHL eCommerce, we offer our employees, and their dependents benefits and incentives to make them successful at work and home.

• Competitive Pay
• Bonus Programs
• Retirement Savings - 401k with company match
• Medical, Dental, Vision, Well-being programs
• FSA/HSA availability
• Tuition Reimbursement
• Paid Time Off including vacation and sick time
• Company Paid Holidays and Floating Holidays
• Paid Parental Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Short Term and Long-Term Disability
• Life Insurance

Annual Salary listed below. This compensation range is provided as a reasonable estimate of the salary range for this role. Factors that may be used to determine your actual salary may include but are not limited to your specific skills, your work location, how many years of experience you have, and comparison to other employees already in this role.

$98,850-$131,800=AL, AR, AZ, ID, IN, ME, MO, MS, NE, NH, NM, OH, OK, SC, TN, WV
$108,750-$145,000=CO, CT, DC, FL, GA, IA, KS, KY, MI, MN, NC, NV, OR, PA, TX, UT, VA, WI
$113,700-$151,600=DE, IL, MD, RI, WA
$118,725-$158,300=CA, MA, NJ, NY

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.