Customer Success Director

Summary

Join IntelliShift, a rapidly growing B2B SaaS company, as a Customer Success Director. You will develop and manage a portfolio of large enterprise customers, focusing on high retention, mitigating churn, and identifying growth opportunities. Responsibilities include managing customer subscriptions, proactively managing renewals, building strong relationships at all customer levels, and acting as a liaison between the customer and internal teams. You will ensure customer success and maximize their value from the IntelliShift partnership. This is a full-time, remote position with occasional travel. IntelliShift offers competitive compensation, including a base salary plus bonus, and outstanding benefits.

Requirements

• 5+ years of experience developing and managing large, high-value enterprise customer relationships in the telematics/fleet operations software arena
• 7+ years of experience as a Customer Success Manager, Account Manager, and/or business-outcome accountable Sales Executive
• 7+ years of experience managing a portfolio of customers with diverse and complex needs across various stages of the customer relationship and SaaS lifecycle
• 7+ years of experience working with executive and senior management leaders and teams
• Expertise in setting and managing expectations with multiple stakeholders, both win customers and internally to ensure organizational alignment
• Proven ability to simultaneously manage a portfolio of large, high-value enterprise customers from within IntelliShift's highest customer revenue tier
• Experience as a cross-functional program manager, orchestrating the appropriate internal resources to help ensure your customers are achieving their business and IntelliShift partnership goals
• Excellent communication and interpersonal skills
• High technical aptitude and interest in learning new technologies
• Experience with SaaS customer success processes
• Patience and active listening skills with a passion for service AND for driving business growth
• Proven experience managing and negotiating complex contracts
• Team-oriented mindset with a strong ability to develop relationships internally and externally
• Experience acting as a change agent in complex organizations, with both customers and internally at IntelliShift
• Experience as a Salesforce user required
• Experience managing a pipeline of renewals and upsell opportunities
• Experience with Customer Success software
• Experience with fleet operations, AI video, and/or telematics

Responsibilities

• Develop and manage a small portfolio of large, high-value enterprise customers with a deep knowledge of the customers' business goals and success criteria
• Manage all customer subscriptions to ensure high retention and mitigate churn risk
• Identify and execute growth opportunities tied to upsell, cross-sell, and expansion
• Proactively manage SaaS renewals to ensure contractual continuity
• Build and foster relationships with all contact levels, with emphasis on value-added relationships with executive and senior leadership
• Engage with customers on a regular cadence to ensure business alignment and to maximize their value from the partnership
• Manage the customer through the lens of the customer journey, achieving all milestones along the way
• Act as a liaison between the customer and other teams at IntelliShift to prioritize issues, elicit feedback, or present customers with new opportunities
• Proactively manage customer health and engagement to mitigate business risk

Benefits

• Competitive compensation, commensurate with experience; $130-140k base plus bonus
• Company-subsidized medical, dental, and vision insurance
• 401K with a 4% company contribution for all full-time employees
• This is a remote full-time, salaried position with occasional travel to the NY HQ and customers throughout the country