Customer Success Manager, Mid-Market

Summary

Join Fleetio's expanding Customer Success team as a Manager, Customer Success, Mid-Market. Lead a team of Customer Success Managers focused on large accounts, ensuring customer satisfaction, retention, and growth. This pivotal role requires strategic thinking, strong customer relationship building, and proven leadership experience. You will develop and execute customer success strategies, collaborate with cross-functional teams, and monitor key metrics. The ideal candidate will have 5+ years of experience in Customer Success or a related field, with at least two years in a leadership capacity. Fleetio offers a comprehensive benefits package.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a related role, with at least two years in a leadership capacity
• Proven experience managing a team’s portfolio of accounts and driving customer success at scale
• Excellent leadership and team management skills, with the ability to inspire and motivate a high-performing team
• Exceptional communication and interpersonal skills, with the ability to build strong relationships and influence customers and internal stakeholders
• Strategic thinker with strong problem-solving skills and the ability to make data-informed decisions
• Proficient in Customer Success software, CRM, and other technologies

Responsibilities

• Lead and develop a team of CSMs, ensuring they have the tools, knowledge, and support to exceed company growth and retention forecasts
• Foster a collaborative, high-performance team culture, encouraging continuous learning and professional growth
• Monitor team performance, providing regular feedback and conducting performance reviews
• Serve as the escalation point for complex customer issues, working closely with cross-functional teams to ensure timely resolution
• Manage a team of highly motivated, customer-focused Customer Success Managers to manage the overall health and care of accounts (e.g., stage adoption, executive business reviews, and successful renewals)
• Develop and execute Customer Success strategies tailored to our larger fleet customers' unique needs, focusing on Fleetio adoption, customer satisfaction, and account growth
• Partner with Sales, Product, Account Management, and Marketing teams to identify opportunities for upselling, cross-selling, and expanding customer relationships
• Monitor customer health metrics, proactively addressing potential risks and identifying opportunities for improvement
• Implement and refine processes, tools, and systems to enhance the customer success team's efficiency and effectiveness
• Collaborate with Business Operations and Customer Success Programs to ensure accurate tracking and reporting of metrics
• Contribute to developing best practices, playbooks, and resources to support the team and improve the customer experience

Benefits

• Multiple health/dental coverage options (100% coverage for employee, 50% for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 12 company holidays + 2 floating holidays
• Parental leave- birthing parent (16 weeks paid) non-birthing (4 weeks)
• FSA & HSA options
• Short and long term disability (short term 100% paid)
• Community service funds
• Professional development funds
• Wellbeing fund - $150 quarterly
• Business expense stipend- $125 quarterly
• Mac laptop + new hire equipment stipend
• Monthly catered lunches
• Fully stocked kitchen with tons of drinks & snacks
• Remote working friendly since 2012 #LI-REMOTE