Customer Success Manager

Customer Success Manager

The ideal candidate is customer-focused, proactive, data-driven, and skilled at building relationships across all levels of an organization. This role works closely with Sales, Product, Support, Marketing, and Leadership to ensure customers achieve measurable success and maximize the value of our solutions.

Experience:

• 36 years of experience in Customer Success, Account Management, or a client-facing post-sales role, preferably in enterprise SaaS
• Demonstrated track record of owning renewals and retention in a quota-bearing or accountable capacity
• Experience managing complex, multi-stakeholder customer relationships, not just a single point of contact
• Familiarity with technically complex products and the ability to understand and explain them without relying on a technical resource in every conversation
• Bonus: Background in Telematics, Fleet Management, Transportation, Logistics, industrial SaaS, or operational technology environments

Technical & Operational Skills:

• Proficiency in CRM platforms, HubSpot strongly preferred
• Experience with customer success platform capabilities (e.g., health scores, success plans, projects, etc.)
• Comfortable with data: usage reports, health dashboards, adoption metrics. Ability to turn numbers into a story and a story into a plan
• Strong presentation skills, able to build and deliver a QBR that a VP of Operations finds genuinely valuable
• Proficiency in standard collaboration tools: Slack, Microsoft 365, etc.

Competencies & Characteristics:

• Ownership mindset: You don't wait for a customer to tell you something is wrong. You find it first.
• Commercial awareness: You understand that customer success and revenue growth are not in conflict, they are the same thing done well.
• Curiosity: You ask questions until you understand what a customer actually needs, not just what they're asking for.
• Resilience: You can manage a difficult renewal, an escalation, and a QBR in the same day/week without losing composure or quality.
• Communication: You write clearly, speak credibly, and know how to tailor your message to an operations manager versus a C-suite executive.
• Organized and process-driven: You run a clean book of business, your CRM records are current, your renewal forecast is accurate, and nothing falls through the cracks.

Education:

• Bachelor's degree required: Business, Marketing, Communications, or related field
• HubSpot CRM certification required at time of hire or within 90 days of start date

Job Description:

The Customer Success Manager is the primary relationship owner for an assigned portfolio of customers. Reporting to the Director of Customer Success, this role is responsible for driving adoption, delivering measurable value, and securing long-term retention and revenue growth across their book of business. You will partner closely with customers from post-onboarding through renewal and expansion by building strong relationships, gaining a deep understanding of their business and operational goals, then translating those goals into platform outcomes, and proactively ensuring they are continuously realizing value. You will be the customer's internal advocate and the company's external representative simultaneously. This role requires someone who is equally comfortable in a strategic business review with a VP of Fleet Operations as they are digging into product usage data to diagnose a stalled adoption curve.

This is not a support role. This is a value-delivery and revenue growth and retention role. The Customer Success Manager (CSM) owns the customer relationship after onboarding is complete and is accountable for what that relationship produces: adoption, retention, expansion, and advocacy. You carry a book of business. You own the renewal. You identify the upsell. You build the kind of customer relationships that turn satisfied users into vocal advocates. The CSM is responsible for driving customer adoption, value realization, retention, and growth across an assigned portfolio of accounts. The CSM serves as a trusted advisor to customers, helping them achieve their desired business outcomes through effective onboarding, engagement, enablement, and strategic account management. You'll operate within the playbooks and frameworks built by the Director of Customer Success, and you'll contribute to improving them. You'll work cross-functionally with Sales, Support, Product, and Onboarding to ensure customers never fall through the cracks and when they succeed, we understand exactly why so we can replicate it.