Customer Success Manager

Summary

Join Piston as a Customer Success Manager and play a crucial role in onboarding and activating new customers, driving adoption and retention, and fostering customer advocacy. You will be responsible for guiding new customers through implementation and setup, building relationships with key stakeholders, and proactively addressing issues to reduce churn and increase engagement. You will also be a strategic partner, helping customers understand how to best use Piston to achieve their business goals. Additionally, you will identify growth opportunities, collect and share customer feedback, and help shape scalable customer success playbooks. This role involves managing an international remote team.

Requirements

• 2–4 years in a customer-facing role (Customer Success, Account Management, or Onboarding), ideally in a B2B SaaS or fintech environment
• Experience managing post-sale relationships and driving retention and expansion
• Strong communicator who can connect with operators, owners, and executives alike
• Familiarity with CRM tools (Salesforce, HubSpot, jira, etc.) and success metrics (retention, NPS, time-to-value)
• A proactive, problem-solving mindset—you anticipate issues and lean into solutions
• Ability to thrive in a fast-moving, startup-style environment with shifting priorities and big goals

Responsibilities

• Onboard & Activate New Customers: Guide new customers through implementation and setup to ensure fast time-to-value and a smooth transition from sales
• Drive Adoption & Retention: Build relationships with key stakeholders, monitor account health, and proactively address issues to reduce churn and increase engagement
• Be a Strategic Partner: Help customers understand how to best use Piston to reduce fuel spend, eliminate fraud, and track driver behavior. Provide training and support tailored to their business goals
• Identify Growth Opportunities: Spot upsell and cross-sell potential and collaborate with sales to grow accounts organically
• Customer Advocacy: Collect and share customer feedback with Product and Engineering to inform roadmap decisions and improve the platform
• Process Improvement: Help shape scalable customer success playbooks as we grow. You’ll be in the weeds—and helping pave the road
• Manager an international remote team

Preferred Qualifications

• Experience working with SMBs or in industries like logistics, transportation, or fleet management
• Familiarity with payments, expense tracking, or fraud prevention tools
• Data-savvy—comfortable reading usage trends or digging into account analytics
• Experience managing international remote teams