Remote Customer Success Manager

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