The Role
Leads strategic B2B customer relationships, retention, renewals, account growth, executive business reviews, escalated issue resolution, and service recovery. Develops account plans, monitors revenue and profitability, manages forecasting and CRM records, and collaborates cross-functionally to improve customer experience. Coaches two Customer Experience Specialists and identifies expansion opportunities within existing accounts.
Summary Generated by Built In
Location: In Office
Schedule: Monday–Friday | 8:30 AM–5:00 PM (after-hours availability as needed for critical customer situations)
Travel: Up to 50%
Pay: $125,000 to $135,000 annually
Lead Customer Retention and Strategic Growth
Crossroads Courier is looking for an experienced Director of Customer Experience to lead strategic customer relationships, improve retention, strengthen loyalty, and identify opportunities for long-term account growth.
This is a highly visible leadership role for someone who thrives on building executive-level partnerships, solving complex customer challenges, and collaborating across departments to deliver exceptional service.
Our team is guided by five core values: Customer First, Helping Others, Fun, Trustworthy, and Commitment to Excellence.
If these values reflect how you lead, we'd love to meet you.
What You'll Do
- Serve as the executive relationship owner for key customer accounts.
- Develop strategic account plans that improve retention, customer satisfaction, and profitability.
- Conduct Quarterly Business Reviews (QBRs) and executive customer meetings.
- Proactively identify renewal risks and lead customer retention strategies.
- Resolve escalated customer concerns and lead service recovery efforts.
- Identify opportunities to expand existing customer relationships in partnership with Revenue Growth.
- Monitor revenue, gross profit, contract renewals, pricing opportunities, and account health.
- Maintain accurate CRM documentation, forecasting, and customer activity.
- Partner with Operations, Finance, Technology, Customer Support, and Sales to improve the customer experience.
- Lead, coach, and develop two Customer Experience Specialists
Qualifications
- Bachelor of Science in Business Management or related field.
- 5+ years of experience in Customer Success, Account Management, Customer Experience, Business Development, or a related leadership role.
- Proven success managing strategic B2B customer relationships.
- Experience working with executive-level stakeholders.
- Logistics, transportation, courier, distribution, or other service-based B2B industry experience preferred.
- Strong business, financial, analytical, communication, and negotiation skills.
- Experience using CRM systems for account management and forecasting.
- Ability to influence cross-functional teams and lead customer-focused initiatives.
Preferred Experience
- Customer Success or Customer Experience leadership
- Strategic Account Management
- Executive Relationship Management
- Revenue Retention
- Contract Renewals
- Business Reviews (QBRs)
- Customer Escalation Management
- Logistics or Transportation
- CRM Platforms (Salesforce, HubSpot, Microsoft Dynamics, or similar)
Success in This Role
You'll be successful if you:
- Increase customer retention and renewal rates.
- Grow revenue within existing accounts.
- Build trusted executive customer relationships.
- Deliver consistent Quarterly Business Reviews.
- Maintain accurate forecasting and CRM activity.
- Create exceptional customer experiences that strengthen long-term partnerships.
Why Join Crossroads Courier?
- Make a direct impact on customer retention and company growth.
- Partner with senior leadership on strategic initiatives.
- Build long-term relationships with key customers.
- Influence the future of the customer experience function.
- Join a collaborative, values-driven culture.
Benefits
- Competitive salary
- Medical, dental, and vision insurance
- Paid time off and company holidays
- Retirement savings plan
- Professional development opportunities
- Career growth within a growing organization
If you're a strategic, relationship-focused leader who enjoys helping customers succeed while driving business growth, we'd love to hear from you.
Crossroads Courier, Inc. is an equal opportunity employer and equal opportunity provider for independent contractor positions. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, pregnancy, genetic information, gender, veteran status, or any other status protected under applicable federal, state or local law.
Skills Required
- Bachelor of Science in Business Management or a related field
- 5+ years of experience in Customer Success, Account Management, Customer Experience, Business Development, or a related leadership role
- Proven success managing strategic B2B customer relationships
- Experience working with executive-level stakeholders
- Strong business, financial, analytical, communication, and negotiation skills
- Experience using CRM systems for account management and forecasting
- Ability to influence cross-functional teams and lead customer-focused initiatives
- Logistics, transportation, courier, distribution, or other service-based B2B industry experience
- Customer Success or Customer Experience leadership
- Strategic Account Management
- Executive Relationship Management
- Revenue Retention
- Contract Renewals
- Business Reviews (QBRs)
- Customer Escalation Management
- Logistics or Transportation
- CRM platforms such as Salesforce, HubSpot, or Microsoft Dynamics
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The Company
What We Do
Crossroads Courier is a privately held corporation, headquartered in St. Louis, Missouri, that provides a wide spectrum of time-critical, local and nationwide, courier and delivery services. From Warehousing and Logistics to scheduled or next-day deliveries, Crossroads Courier can handle all of your courier needs. The company is a customer-service driven organization that focuses on quality service for its clients and provides a positive workplace for its employees. Local Courier services throughout St. Louis, Kansas City, Phoenix and Las Vegas metro areas include: • On-demand Messenger Service • Rush Deliveries • Scheduled Courier Service • Next Day Distribution • Dedicated Route Service • Fleet Replacement Service • Line Haul Service • Critical Parts Storage
