Customer Success Manager (Client Success Champion | Fleet Software Sherpa | Retention & Growth Strat

Job Description

Job Description

Do you get a real charge out of watching a client go from confused to confident with software they used to dread logging into? Do you know which accounts need a check-in before the CRM reminds you? Do you spot a renewal date approaching and take action before anyone asks? Good. Keep reading. 

This is a traditional Customer Success Manager (CSM) role. Internally, we call it Fleet Success. As our Fleet Software Sherpa, you will own customer relationships, product adoption, retention, renewals, and growth across an assigned book of business. You will report to the Director of Fleet Success and work alongside the Fleet Success team. 

Our customers keep school buses, emergency vehicles, ambulances, public transportation, and essential delivery fleets running. Helping them succeed matters. We are also an AI-forward company: using AI regularly and responsibly to prepare, spot patterns, and work smarter is part of this job. 

Your Top 3 Objectives

1. Drive Adoption, Measurable Outcomes & Strategic Engagement: Help customers set SMART goals, realize value from RTA software, and stay engaged. Complete quarterly business reviews with 100% of top-tier accounts and at least one structured touchpoint each quarter with every other account. 
2. Grow Accounts & Improve the Customer Experience: Identify and pitch at least one upsell or expansion opportunity per quarter across your portfolio, with annual goals set by the Director of Fleet Success. Partner with Support, Product, Sales, Training, and Onboarding to remove barriers and improve outcomes.  
3. Own Retention, Renewals & Account Health: Build trusted relationships across customer organizations, manage renewal dates and contract terms, recognize usage and engagement risks early, and confidently navigate difficult conversations, price increases, and renewals. Target at least 90% annual gross client retention across your assigned book. 

What You’ll Actually Own

• Strategic Customer Relationships 
• Build relationships at multiple levels, ask strong discovery questions, and guide customers toward SMART goals. 
• Account Health & Risk 
• Track usage, engagement, support trends, and renewal signals; intervene before a concern becomes churn. 
• Business Reviews & Engagement 
• Lead valuable QBRs and structured customer touchpoints; document outcomes and next steps. 
• Expansion & Commercial Conversations 
• Identify upsell opportunities, discuss pricing and objections, and collaborate with internal partners to close opportunities. 
• Book of Business & Renewals 
• Manage assigned accounts, renewal schedules, commercial conversations, and growth opportunities. 
• Cross-Functional Customer Advocacy 
• Coordinate Support, Product, Sales, Training, and Onboarding to deliver customer outcomes. 
• CRM & Execution Discipline 
• Keep account history, contracts, activity, next steps, and renewal information accurate and current. 
• AI-Enabled Work 
• Use AI tools weekly for meeting preparation, account-history summaries, communication drafts, and pattern analysis, with human review and appropriate data safeguards. 

What We’re Looking For

• At least two years in a Customer Success Manager role at a SaaS company; direct experience with renewals, price increases, and upsells or expansions. 
• Demonstrated ownership of a book of business and accountability for customer outcomes and retention. 
• Strong business acumen, discovery skills, relationship management, objection handling, and follow-through. 
• Ability to conduct customer business reviews and use CRM and account-health information effectively. 
• Comfort using AI tools weekly to prepare calls, draft communications, and analyze account information. 
• Excellent verbal and written communication; confident with phone and video meetings. 
• Self-directed, team-oriented, adaptable, and willing to travel domestically 10–15%. 
• No bachelor’s degree required; relevant experience and breadth of knowledge matter more. 

You’ll Really Stand Out If...

• You know fleet operations, fleet maintenance, automotive, transportation, or fleet management software. 
• You have demonstrated measurable retention, renewals, account expansion, or adoption outcomes. 
• You can describe how you identified churn risk before an account escalated. 
• You use AI thoughtfully to improve your productivity and customer insight. 

How You’ll Know You’re Winning

• Retention: At least 90% gross annual client retention across the assigned portfolio. 
• Engagement: QBRs completed quarterly for all top-tier accounts; quarterly structured touchpoints for other accounts. 
• Risk: At least 90% of flagged at-risk accounts receive proactive intervention and resolution before churn. 
• Growth: At least one expansion opportunity identified and pitched per quarter; annual growth goals agreed with the Director. 
• Execution: CRM records, renewal milestones, customer plans, and cross-functional follow-through are consistently current. 

Who Thrives at RTA?

• Passionately cares about clients and the essential work their fleets perform. 
• Practices Extreme Ownership and is comfortable with healthy accountability and candid conversations. 
• Thinks of themselves less, without thinking less of themselves; stays humble, hungry, and smart. 
• Believes no job is beneath them and loves to learn, grow, and improve. 
• Is curious about AI and uses technology to deliver better customer outcomes. 

The Bottom Line

This is not a role where someone else owns the customer relationship while you execute tickets. You own the relationship from adoption through renewal, including the hard conversations and opportunities to grow together. If that challenge energizes you, we want to meet you. 

Compensation & Work Location

The anticipated base salary range for this position is $80,000–$90,000 annually, depending on experience and qualifications, plus an $11,000 annual target bonus, for total target compensation of $91,000–$101,000. Bonus eligibility and payouts are subject to the terms of the applicable company bonus plan. 

This is a full-time, remote-eligible position. Employees located in the Phoenix metro area will follow a hybrid schedule, working onsite at RTA's Glendale headquarters Monday, Wednesday, and Friday. 

Employees located outside the Phoenix metro area may work fully remote and will be expected to travel to RTA headquarters periodically for company meetings and events. 

This position is classified as salaried, exempt under the Fair Labor Standards Act (FLSA), and is not eligible for overtime pay. 

Business travel of approximately 10–15% is required, in addition to periodic headquarters visits for remote employees. 

Why Top Talent Chooses RTA

We invest in our people — period. 

• 401(k) with 6% Safe Harbor match (100% vested day one) 
• Flexible PTO built on trust and manager-approved time off 
• Cigna PPO and HSA medical options with company contributions ($780–$1,950 annually) 
• Garner Health HRA: up to $1,000 individual / $2,000 family reimbursement opportunity 
• Wellness rewards up to $350 annually; virtual care and mental health resources 
• Company-sponsored benefits including dental, vision, EAP, life, STD, LTD, legal plan, and identity theft protection options 
• Additional employee perks, wellness initiatives, and discount programs 

The Part We’re Most Proud Of  

• 99% of employees say RTA is a Great Place to Work® — certified three years running 
• 30% ARR growth — two years straight 
• An AI-forward company building for the future 
• Meaningful work helping fleets and the communities they serve 
• Big growth. Real benefits. Strong culture. A team that delivers. 

About Us

Founded in 1979, RTA helps fleets succeed with software and exceptional customer service. Our customers transport students, respond to emergencies, deliver essential supplies, and keep communities moving. Our Glendale office is open, colorful, and full of people who enjoy working together — sometimes over freshly baked desserts or a great lunch. 

Heading to RTA HQ?

Coming from the east side? You may get to wave at the traffic going the other way. We’re near Arrowhead Mall, with access to the 101. If this sounds like your kind of company, click apply. Seriously, you’ve read this far — bonus points for being thorough. 

Physical & Travel Requirements

• Ability to sit or stand for extended periods. 
• Ability to work at a computer for prolonged periods. 
• Ability to communicate effectively through video, phone, messaging, and other collaboration tools. 
• Ability to work onsite at RTA's Glendale headquarters Monday, Wednesday, and Friday if located in the Phoenix metro area. 
• Ability to travel domestically approximately 10–15% of the time, based on business needs. 
• Remote employees must also be available for periodic travel to RTA headquarters for company meetings and events. 

Reasonable Accommodation

RTA is committed to reasonable accommodations for qualified individuals with disabilities. To request an accommodation during the application process or to perform essential functions, contact View email address on ziprecruiter.com. 

Employment Notices

Employment with RTA is at-will, subject to applicable law. Employment may be contingent upon background checks and other lawful pre-employment screenings. RTA cannot accept student visas or provide immigration sponsorship at this time. 

Equal Employment Opportunity

RTA is an equal opportunity employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law. 

Notice Regarding the Use of Artificial Intelligence in Application Review

RTA may use AI to help recruiting teams organize, summarize, and analyze candidate-provided information, including resumes and application responses. AI may highlight relevant experience and assist comparison with role requirements. Hiring decisions remain with the hiring team. 

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.