IntelliShift is hiring a
Customer Success Manager, Remote - United States
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Summary
The job is for a Customer Success Manager at IntelliShift, a fleet intelligence platform provider. The role involves managing customer relationships, identifying growth opportunities, and ensuring customer satisfaction. The ideal candidate has 5+ years of experience in Customer Success Management or similar roles, excellent communication skills, technical aptitude, and experience with SaaS customer success processes.
Requirements
- 5+ years of experience as a Customer Success Manager, Account Manager, and/or business-outcome accountable Sales Executive
- 5+ years of experience managing a portfolio of customers with diverse and complex needs across various stages of the customer relationship and SaaS lifecycle
- 5+ years of experience working with executive and senior management leaders and teams
- Expertise in setting and managing expectations with multiple stakeholders, both internally and externally
- Proven ability to simultaneously manage a portfolio of 20-50 Enterprise customers
- 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 client portfolio 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; $100-105k base plus bonus
- Company-subsidized medical insurance for all employees (and largely subsidized coverage for families)
- Dental, vision, and 401K with a 4% company contribution
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