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.

2. Customer Growth & Revenue Expansion

• 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.

3. Strategic Adoption & Service Expansion

• 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.

4. Customer Experience & Differentiation

• 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.

5. Cross-Functional Leadership

• 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.

Qualifications

• 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.

Personal Attributes

• 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.

Reporting Line: Reports to the EVP, Logistics and Customer Growth.

Compensation Band 12: Min: $205,000 Q2: $231,389 Mid: $251,437 Q4: $296,250 Max: $327,886.
Company target base salary: $231,000-$256,000
+Variable compensation

About OneRail

OneRail is a leading omnichannel fulfillment solution pairing best-in-class software with logistics as a service to provide dependability and speed to help businesses meet their delivery promise. With a real-time connected network of 12 million drivers, OneRail matches the right vehicle for the right delivery so brands lower expenses and increase capacity to rapidly scale their businesses. This people-plus-platform approach features a 24/7 USA-based exceptions team who maintain a 98% on-time delivery rate. By optimizing fulfillment processes, reducing costs and improving order accuracy with store-shelf-to-doorstep visibility, OneRail is committed to empowering clients and improving the customer experience.

OneRail was named to the Deloitte Technology Fast 500™ two years in a row, was ranked 19th in the 2025 FreightTech 25, named for the fifth year in a row to the FreightTech 100, was honored as one of Inc. magazine’s Best Workplaces 2023, was listed on Forbes’ lists of America’s Best Startup Employers for the last three years, was named to the Inc. 5000 two years in a row and was selected as the Last Mile Company of the Year for the 2024 SupplyTech Breakthrough Awards. To learn more about OneRail, visit OneRail.com.