Customer Success Manager,Broker Services

OTR Solutions is an innovator in the transportation industry providing a suite of factoring, fuel, and business management focused solutions. We help new and established companies get fast access to the funds they need for daily operations. As a Private Equity backed FinTech company, we are looking to grow our best-in-class financial organization.  

• →Lead customer success initiatives focused on retention, adoption, exceptional long-term account growth
• →Develop and maintain strong relationships with Broker Service Clients, serving as a trusted advisor and strategic partner
• →Monitor customer health, usage trends, onboarding progress, and engagement metrics to proactively identify risks and opportunities
• →Conduct regular business reviews with key accounts to align OTR solutions with customer goals and operational needs
• →Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
• →Work in partnership with Sales team to promote OTRs additional brokerage focused products and services and support cross-sale efforts.
• →Drive customer education efforts, including training, best practices, and process optimization recommendations
• →Track and manage customer retention, renewal, and expansion opportunities
• →Identify and escalate customer challenges while coordinating cross-functional resolution efforts
• →Maintain accurate customer data, activity tracking, and account documentation within Salesforce and other internal systems
• →Gather and communicate customer feedback to Product and Leadership teams to support future enhancements and innovation
• →Develop customer success processes, playbooks, and reporting to improve scalability and consistency across the customer base

• Minimum of 2 years of experience in transportation, logistics, freight technology, financial technology, or customer success/account management roles
• Experience managing strategic customer relationships
• Strong understanding of freight brokerage operations, carrier payments, back-office processes, or transportation technology solutions
• Proven ability to drive customer retention, adoption, and revenue growth
• Strong analytical and problem-solving skills with a data-driven approach to customer management
• Excellent communication, customer support and relationship-building skills
• Ability to navigate complex customer organizations
• Highly organized with strong project management and execution capabilities
• Experience with Salesforce or other CRM/customer success platforms
• Customer-first mindset combined with a strong sense of accountability and ownership
• Experience in brokerage, transportation technology, or logistics is strongly preferred

Perks and Benefits:   

   OTR provides a competitive, comprehensive compensation package for our full-time employees:      

• Eligibility for Individual and Company bonus programs   
• Medical, Dental, Vision, Life/ AD&D Insurance, Short-Term Disability   
• Pet Insurance, Paid Family Leave, Employee Assistance Program   
• Fully Paid Maternity Leave   
• 401(k) with Company Matching   
• Generous PTO, Sick/Mental Health Days, Flex Holidays + Company Paid Holidays 
• Travel Stipend to support Work Life Balance 
• Leadership Development and Training 
• Continuous Learning + Professional enhancements 
• Weekly Catered Lunches + Casual Dress Code  
• Company Paid Fitness Membership   
• Volunteer Days and Opportunities with Company-Partnered Charities   
• Internal Inclusion programs  

OTR’s mission is to create exceptional value for our clients by providing industry leading financing and back-office solutions. Three pillars that are crucial to supporting that mission are outstanding customer service, technology that creates efficiency for ourselves and our customers, and a culture that provides the opportunity for employees to achieve greatness. 

OTR Solutions is an Equal Opportunity Employer