3PL Customer Success Manager

The Opportunity

The 3PL Operations Customer Success Manager acts as the crucial operational bridge between Flexport's e-commerce and retail clients and our warehouse fulfillment teams. You ensure SLA compliance, manage onboarding, and drive client retention by translating complex supply chain metrics into actionable business value. It's a client-facing, cross-functional role, and you'll be a key voice in how Flexport delivers on its commitments to fulfillment clients.

You will:

• Client Success & Operational Liaison: Be the client's day-to-day point of contact, connecting them with warehouse, inventory, and tech teams to resolve fulfillment issues.
• Partner Oversight & SLA Accountability: Serve as Flexport's primary POC for assigned 3PL/4PL partners, inspecting sites and holding them accountable for SLAs on receiving, shipping, inventory accuracy, and packing quality. Coach teams of 30 to 100 at partner facilities and drive corrective action when needed.
• Forecasting & Capacity Planning: Share SNOP forecasts with partners and confirm labor and capacity plans align to demand.
• Billing & Invoice Management: Review and approve 3PL/4PL invoices and resolve discrepancies with partner teams.
• Process & Systems Compliance: Ensure partners follow Flexport SOPs and use our WMS correctly; troubleshoot system issues on the ground and reinforce best practices through hands-on support and training.
• Client Onboarding: Guide new merchants through WMS and OMS integration for a smooth transition into Flexport's fulfillment network.
• Performance Reporting: Deliver client-facing reports on inventory turns, shipping volume, and logistics efficiency to guide business reviews.
• Escalation Management: Own high-pressure escalations involving inventory loss, delayed shipments, or compliance fines, resolving quickly and communicating transparently with clients.
• Retention & Growth: Build long-term client trust through consistent operational reliability.
• Build the Function: Document how Flexport works with 4PL partners, including processes, escalation paths, and performance standards.

You Should Have:

• 3+ years of hands-on experience in a warehouse, fulfillment, or 3PL/4PL operations environment, with working knowledge of floor-level workflows.
• 2+ years managing or coaching a team in a fulfillment, warehouse, or 3PL setting.
• Experience in account management or client-facing operations, translating operational performance into business outcomes.
• Proven ability to hold external partners accountable to SLAs without direct authority over their staff.
• Comprehensive, practical knowledge of WMS operations: capable of identifying root causes, training staff, and resolving system complications rather than merely managing daily operations.
• Strong reporting and data analysis skills: experience building and interpreting KPI dashboards (Excel or BI tools) and turning data into clear recommendations. 
• Polished client-facing communication skills: experience leading business reviews and presenting performance data to external stakeholders, including navigating difficult conversations.
• Experience building structure and process in fast-paced, evolving environments.

Nice-to-Haves:

• Experience managing merchant onboarding or system integrations
• Familiarity with client business reviews (QBRs) or account growth conversations
• International logistics or supply chain experience

Before You Apply:

• Availability: Client fulfillment issues can arise outside standard business hours; you'll need to be reachable and able to manage your own time to match.
• Travel: You will visit partner and client sites regularly, including some travel outside your home region. A valid passport is required.