# Carrier Success Manager

**Company:** [DAT Freight & Analytics](https://hotfix.jobs/companies/dat-freight-analytics)
**Location:** Remote
**Role:** Customer Success
**Salary:** $69k – $110k/yr
**Skills:** Account Management, Customer Retention, Upselling, Cross-Selling, Salesforce, Freight Industry, Logistics, Churn Management, Customer Feedback, Territory Management
**Posted:** 2026-06-30

> Manage and grow a dedicated territory of carrier customers for DAT's freight marketplace. Own churn reduction, execute upsells/cross-sells of services like DAT IQ and TMS integrations, gather voice-of-customer feedback for product teams, and lead a team of Carrier Success Representatives. Requires deep freight/logistics knowledge and B2B account management experience.

## Job Description

## What You’ll Do

### Customer Retention
- Own churn quota and proactively manage at-risk accounts using Einstein 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 including DAT IQ, Outgo, TMS integrations, Trucker Tools Tracking, and CMS.
- 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.

### Team Management
- Hire, develop, and retain Carrier Success Representatives; manage PIPs and attendance as needed.
- Conduct 1:1s twice per month with each direct report.
- Lead team meetings twice per month and territory-focused meetings once per month.
- Ensure reps understand and can execute basic Salesforce reporting; advanced reporting continues through Sales Analysts.

### 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.

## Why DAT?
- Medical, Dental, Vision, Life, and AD&D insurance
- Parental Leave
- Up to 15 days of paid time off starting in year one
- An additional 10 holidays of paid time off per calendar year
- 401k matching (immediately vested)
- Employee Stock Purchase Plan
- Short- and Long-term disability sick leave
- Flexible Spending Accounts
- Health Savings Accounts
- Employee Assistance Program
- Additional programs - Employee Referral, Internal Recognition, and Wellness
- Competitive salary and benefits package
- Work on impactful projects in a cutting-edge environment
- Collaborative and supportive team culture
- Opportunity to make a real difference in the trucking industry
- Employee Resource Groups

For Colorado-based candidates, in compliance with the Colorado Equal Pay for Equal Work Act, the salary range for this role is $33.07 - $53.07/hour + commission.

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