Hybrid Senior Customer Success Manager Senior Customer Success Manager

About Our Client

A rapidly growing SaaS scale-up and emerging leader in the fleet technology arena is seeking passionate individuals to join the team. With a global presence across the United States and New Zealand, this product facilitates fleet operators in effectively managing vehicle maintenance and inspections. As the industry undergoes a digital transformation, this software platform is quickly becoming the preferred choice for business owners, fleet managers, and drivers.

A strong team culture is essential to success, encouraging every team member to bring their best selves to work each day. The senior leadership team consists of professionals with experience from a variety of successful global businesses, focusing on delivering simplicity and efficiency to fleet management and compliance.

Why this role is important

Customer Success Managers play a vital role in sustaining the health, growth, and success of the customer base. Each Manager is assigned a portfolio of customers and is responsible for ensuring customers effectively utilize the platform for optimization through adoption, growth, and retention. Fully knowledgeable about the product, Customer Success Managers can confidently converse with business leaders regarding operations and strategies. Understanding when to present data and when to discuss business needs is inherent to their role.

What success will look like

Customer Revenue Management/Growth

- Drive customer retention and renewal plans to promote customer loyalty.

- Define, position, and sell solution offerings (cross-sell / upsell) to customers.

Continuous Customer Value Attainment

- Define, design, develop, execute, and continually refine a Customer Success program plan at the customer level.

- Develop, position, and assist in implementing adoption strategies for customers.

- Offer best practices and business coaching as a customer advisor.

- Influence customer engagement and product strategy.

- Maintain regular communication with customers regarding product knowledge, new feature requests, and user dialogue.

- Provide thought leadership and messaging to enhance customer engagement.

- Represent program initiatives with key stakeholders and during business reviews.

- Collaborate with Product, Sales, Marketing, and other teams to identify best practices and new program offerings.

- Define, design, and communicate content to support relevant customer programs driving maximum ROI.

- Drive metrics related to Operational Efficiency, Compliance, Cost Reduction, etc., focusing on digital Inspections and Maintenance.

What you’ll bring to the role

- Comfortable engaging with customers via phone, video conferencing, and email.

- Ability to communicate with various customer personas (e.g., product users, decision-makers, executives).

- A genuine passion for technology and working in a fast-growing SaaS environment.

- Eager to learn about customer businesses and their challenges.

- Open to acquiring new skills and ideas.

- Proactive and action-oriented mindset.

Experience

- Over 5 years of experience in Customer Success.

- Experience collaborating with cross-functional teams (e.g., Sales, Product, Marketing, Tech Support).

- Background in B2B SaaS is essential.

- Familiarity with tools such as Salesforce, Gainsight, video conferencing software, Slack, email, and word processing tools.

- Understanding of the Fleet Industry is preferred.

Benefits

- **Unlimited PTO:** Enjoy the flexibility of using paid time off as needed.

- **Subsidized Healthcare:** Benefit from a variety of generously subsidized healthcare plans.

- **Retirement Support:** Take advantage of 401(k) matching to help with retirement savings.

- **Family-Friendly Policies:** Access paid parental leave and additional support for caregivers.

- **Birthday Leave:** Celebrate your special day without work responsibilities.

- **Growth & Development:** Engage in professional development opportunities tailored to expanding skills and advancing careers.

- **Team Fun:** Participate in regular team lunches, happy hours, and events to foster connections among team members.