Customer Success Manager

About The Role

A growing SaaS scale-up and emerging leader in the fleet technology arena is seeking a dedicated professional to join their team. With a global presence across the United States and New Zealand, this product aids fleet operators in efficiently managing the maintenance and inspections of their vehicles. Leading the industry through a digital transformation, this software platform is becoming the preferred choice for business owners, fleet managers, and drivers alike.

The success of the organization is deeply rooted in its team culture, which encourages all employees to bring their best selves to work every day. The senior leadership team comprises experienced professionals from diverse successful global businesses, all united in their vision to enhance simplicity and efficiency in fleet management and compliance.

Why this role is important to us:

Customer Success Managers play a vital role in ensuring the health, growth, and success of the customer base. Assigned a portfolio of customers, the primary responsibility is to help clients leverage the product for optimal business function through adoption, growth, and retention. Successful Customer Success Managers are well-versed in the product and can engage in meaningful conversations with business leaders about operational needs. They instinctively understand when to provide reports and when to discuss business strategy.

What success will look like:

Customer Revenue Management/Growth

• Drive customer retention and renewal planning while fostering customer loyalty.
• Define, position, and sell solution offerings (cross-sell / upsell) to customers.

Continuous Customer Value Attainment

• Define, design, develop, execute, and continuously refine the Customer Success program at the customer level.
• Determine, position, and assist in the implementation of adoption strategies for customers.
• Share solution best practices, business coaching, and “value-added” expertise as a customer advisor.
• Influence change in customer engagement and product strategy.
• Maintain regular customer interactions for product knowledge, feature requests, and dialogue.
• Provide thought leadership and messaging to enhance customer engagement.
• Represent programs to key stakeholders (i.e., operational contacts, decision-makers, and economic buyers) in periodic business reviews.
• Collaborate with Product, Sales, Marketing, and other teams to identify best practices and new opportunities for customers.
• Define, design, and communicate content that supports relevant customer programs to drive maximum ROI.
• Drive metrics related to Operational Efficiency, Compliance, Cost Reduction, etc., across digital inspections and maintenance.
• Lead thought leadership in customer loyalty and convey the voice of the customer associated with owned programs.
• Develop a customer reference and referral strategy based on business outcome value.

What you’ll bring to the role:

Critical Competencies:

• Strong phone presence and comfort speaking via Zoom, phone, and email.
• Ability to engage with different customer personas (e.g., product users, decision-makers, executives) daily.
• A passion for technology and a desire to be part of a fast-growing SaaS environment.
• Curiosity about customers, including understanding their businesses and challenges.
• A willingness to learn and embrace novel ideas.
• A bias for action.

Experience

• 3-5 years of experience in Customer Success.
• Experience collaborating with cross-functional teams (e.g., Sales, Product, Marketing, Tech Support).
• Background in B2B SaaS.
• Familiarity with Salesforce, Gainsight, video conferencing, Slack, email, and word processing tools.
• Understanding of the fleet industry is preferred.

Benefits

• Unlimited PTO: Enjoy the freedom to use your paid time off as you see fit!

• Subsidized Healthcare: Access a variety of generously subsidized healthcare plans for you and your loved ones.

• Retirement Support: Benefit from 401(k) matching to assist in retirement planning.

• Family-Friendly Policies: Access paid parental leave and additional support for primary and non-primary caregivers.

• Birthday Leave: Celebrate your special day without work obligations.

• Growth & Development: Participate in professional development plans and additional learning opportunities to enhance skills and careers.

• Team Fun: Enjoy regular team lunches, happy hours, events, and gatherings to celebrate team achievements.