Customer Experience Manager – B2B, Logistics & Fulfilment

The Growth Foundation

Customer Experience Manager managing B2B client relationships in logistics, driving revenue growth through upselling and partnership development.

Posted 5/16/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSenior💰 £35,000 - £45,000 per yearWebsite

About the role

Key responsibilities & impact

Drive upsell, cross-sell and expansion across your portfolio of B2B accounts
Identify opportunities to grow customer spend across fulfilment, manufacturing, technology and AI services
Build and own account growth plans focused on customer lifetime value
Lead commercial conversations including renewals, pricing and contract expansions
Act as the primary strategic point of contact for a portfolio of B2B clients
Partner with founders and senior stakeholders to understand their growth plans and translate them into commercial opportunities
Run regular account reviews, manage retention risks proactively, and keep customers aligned with the roadmap
Contribute to the CX team's shared ownership of new customer onboarding - from sales handover through go-live and the hypercare period (up to 45 days post go-live)
Help customers adopt AI and tech capabilities that improve their performance, visibility and scalability

Requirements

What you’ll need

Proven background in Client Services, Customer Success, Account Management or Strategic Partnerships - ideally B2B and within logistics, fulfilment or supply chain
Genuine commercial mindset with a track record of upsell, cross-sell and renewal conversations with senior decision-makers
Strong stakeholder management at founder and director level
Experience contributing to customer onboarding / implementation, working cross-functionally across operations, tech and commercial teams
Comfortable with data, KPIs, and managing multiple accounts and projects concurrently
Understanding of operational, technology and AI-driven business solutions

Benefits

Comp & perks

Performance bonus
Hybrid working: 3 days in the office near Maidstone, Kent / 2 days from home
Wider benefits package

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

account managementcustomer successupsellingcross-sellingrenewal managementcustomer onboardingdata analysisKPI managementproject managementAI-driven business solutions

Soft Skills

commercial mindsetstakeholder managementcommunicationstrategic thinkingrelationship buildingproactive risk managementcollaborationcustomer alignmentproblem-solvingadaptability