Customer Success Role

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: TYPE OF WORK

Full Time

: SALARY

N/A

: HOURS PER WEEK

TBD

: DATE UPDATED

Jul 29, 2026

JOB OVERVIEW

**About 123Loadboard**

Founded in 2004, 123Loadboard provides a freight matching marketplace for carriers, owner-operators, brokers, and shippers to move more freight across North America. With 35,000 active carriers, we deliver load matching, credit, compliance, and mileage tools through affordable web and mobile app platforms that help professional truck drivers find loads and increase their loaded miles. As one of North America's longest-running digital freight-matching platforms, 123Loadboard is known for helping carriers and brokers find loads and keep trucks moving. We are partnered with 30+ companies serving the transportation industry, and we compete to be recognized as the leading provider of freight and transportation equipment solutions using state-of-the-art tools that inspire customer loyalty, boost acquisition, and grow profits.

**Application Deadline:** 7/31/2026

**The Opportunity**

The Carrier Success Manager is responsible for retaining and growing 123Loadboard's carrier customer base within a dedicated territory. This role manages retention outcomes, executes upsell and cross-sell strategies, maintains territory health, and cultivates strong customer relationships. They serve as the primary point of contact for their territory, translating field intelligence into actionable insights for product, marketing, and support teams.

This is a fully remote, work-from-home opportunity covering our Illinois territory, open to applicants who are full-time residents of Illinois.

**What You'll Do**

Customer Retention
- Own churn quota and proactively manage at-risk accounts using Salesforce reports and territory data.
- Ensure all new fleets of 10+ trucks are fully onboarded; manage completion rates and build onboarding packages.
- Develop reactivation strategies for non-pays and churned accounts, segmented by rep, territory, and product.
- Track and report on self-service reactivation rates; build profiles of successful reactivations to inform strategy.
- Maintain a 30-day-plus reactivation program with defined conversion targets and outreach cadences.
- Use C-Sat scores, surveys, and other tools to understand churn drivers and close feedback loops.

Upsell & Cross-Sell
- Achieve budgeted growth targets for ancillary services and subscription upgrades, including credit tools, compliance products, and partner integrations.
- Develop and document best practices for obtaining product upgrades; share and train across the team.
- Drive penetration of new services and partnership offers within the existing carrier base.

Territory & Account Intelligence
- Maintain a working understanding of each territory: economic factors, competition, penetration rates, churn rates and reasons, equipment types, and customer mix.
- Ensure top 100 fleet accounts per territory are fully profiled, covering number of employees, decision makers, TMS in use, competitive presence, growth potential, risks, revenue, and load types.
- Use territory data to build growth strategies and identify expansion opportunities.

Customer Feedback & Voice of the Customer
- Own the method and cadence for collecting and reporting customer feedback to Product Management and Product Marketing.
- Represent the customer perspective in UAT cycles and PM discussions.
- Analyze and synthesize feedback into actionable reporting with sufficient detail for product decisions.

Cross-Functional Alignment
- Ensure processes, training, and job focus align with Sales, Product, and Support teams.
- Participate in OKR cycles, Quarterly Business Reviews, and weekly supervisor meetings.

**The Skills and Experience You'll Bring**

- Highly effective account manager who will build and maintain relationships with customers in a B2B environment.
- Deep understanding of the freight and logistics industry.
- Strategic thinker with demonstrated experience developing profitable relationships with customers.
- Detail-oriented and adaptable multi-tasker who can manage multiple projects in a fast-paced environment.

---

A couple of things to confirm: the original references specific DAT products (DAT IQ, Outgo, Trucker Tools, CMS) that I replaced with generic 123Loadboard-relevant language. If you have specific ancillary products or upsell SKUs you want named, I can drop those in. Want this as a Word doc?

SKILL REQUIREMENT

Customer Support Management Client Relationship Management Customer Relationship Management

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Customer Success Role

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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