Customer Success Manager
Posted Updated
Description
- Run onboarding for your accounts from signed contract to steady-state usage, with clear milestones and targets for time to first RO and time to value
- Become an expert in the product and work with customers to configure the platform during onboarding, and ongoing platform optimization to ensure that they derive maximum value from it
- Take the handoff from Sales and coordinate launch work across data load, user setup, approval rules, shop coverage and integrations (fleet systems, telematics, ERP), then train fleet managers, maintenance leads and drivers
- Drive each account to the definition of “adopted”, find the gaps between expected and actual usage, and close them with Operations and the shop network team with a goal of ensuring that the platform is the fleet’s “system of record” for maintenance and repair
- Run operational business reviews that show customers their value in their own numbers: cycle time, cost per repair, downtime and savings
- Keep every account in your portfolio scored in the account health model, and run save plans for at-risk accounts with a named owner and next steps
- Record the root cause of every decline or churn in your portfolio and bring it to the monthly cross-functional churn review
- Identify expansion opportunities, such as new locations or repair types, and hand them to Sales
- Keep account records current in our CRM, and report monthly on your portfolio’s RO volume, time to value and account health
- Hands-on use of AI tools to cut manual CS work and cover more accounts
- A record of improving retention and adoption that you can show in numbers
- Experience in a usage-based or transaction-based revenue model
- 4+ years in Customer Success at a B2B SaaS company + experience in the Fleet industry
- Strong organization and project management across multi-site implementations with many stakeholders
- Comfort with data: you can pull usage data, identify slipping accounts and walk a fleet manager through their own numbers to understand how value is being delivered to their business operations