Vice President, Customer Growth and Experience
Department: Transportation
Reports to: EVP, Logistics and Customer Growth
Location: Remote
FLSA Status: Exempt
Vice President, Customer Growth and Experience
The Vice President, Customer Growth and Experience is a strategic leadership role at OneRail, responsible for driving revenue growth, executive relationships, and transformative customer experiences. This role is a key driver of OneRail’s strategic expansion, combining insight into customer operations, analytics, and technology to deliver measurable business impact. The ideal leader is a visionary, capable of influencing C-level stakeholders, shaping customer strategy, and expanding adoption of OneRail’s platform and services.
Key Responsibilities
1. Executive Relationship Management & Strategic Partnership
- Build and maintain trusted, long-term relationships with C-level and senior executives across customer organizations.
- Act as a strategic advisor, guiding customers through their business transformation and leveraging OneRail solutions to deliver competitive advantage.
- Identify opportunities to influence customer strategy, positioning OneRail as a partner in growth, operational excellence, and innovation.
- Own customer growth strategies, including renewals, upsell, cross-sell, and expansion into new business areas.
- Drive measurable revenue growth by aligning OneRail solutions to customer objectives and business priorities.
- Leverage analytics and insights to quantify value delivered, including revenue, margin, operational savings, and improved customer satisfaction.
- Lead Quarterly Business Reviews (QBRs) and other executive forums to align on strategy, outcomes, and expansion opportunities.
- Champion adoption and deep integration of OneRail’s platform and services across all customer business units.
- Identify and execute opportunities for service innovation, leveraging the customer network to enhance engagement and generate new revenue streams.
- Serve as the voice of the customer internally to drive product and service enhancements aligned with market needs.
- Define and oversee strategies that enhance the end-to-end customer experience, positioning OneRail as a key differentiator in the marketplace.
- Utilize data and AI insights to optimize order fulfillment, last mile delivery, and customer satisfaction for end-users (“customer’s customer”).
- Guide customers in designing programs that deliver competitive advantage and measurable business outcomes.
- Collaborate closely with sales, marketing, product, and operations teams to align on growth initiatives and customer strategy.
- Integrate customer feedback into ongoing solution development, ensuring OneRail’s offerings continue to drive business impact.
- Lead upward internally by influencing executive stakeholders, aligning cross-functional priorities, and advocating for customer-centric strategies that drive growth and long-term value.
- Proven leadership in customer success, strategic partnerships, or business development with a focus on growth, revenue, and executive engagement.
- Experience with network-effect businesses or platforms that scale through services, partnerships, or flywheel-driven growth.
- Exceptional ability to build trusted relationships with C-level executives and act as a strategic thought partner.
- Demonstrated track record of developing and executing strategies that drive measurable growth in complex B2B enterprise environments.
- Strong analytical and strategic problem-solving skills, with the ability to leverage data to inform business decisions.
- Excellent communication, negotiation, and interpersonal skills, capable of influencing across multiple organizational levels.
- Strategic and visionary thinker with a strong growth mindset.
- High emotional intelligence and executive presence to navigate complex customer and internal environments.
- Passionate about leveraging technology and innovation to drive business outcomes in logistics and fulfillment.