Remote Principal Customer Success Manager

Summary

Join Fleetio as a Principal Customer Success Manager for Key Accounts and serve as a strategic partner to our most critical customers, ensuring their long-term success and fostering strong relationships.

Requirements

• 15+ years of experience in the fleet industry, with a proven track record of managing and growing enterprise-level accounts
• Demonstrated success working with companies that manage fleets larger than 5,000 assets
• Strong ability to build and execute strategic account plans, ensuring customer success and revenue growth
• Experience mentoring and leading cross-functional teams
• Deep knowledge of the fleet management industry or related industries is strongly preferred
• Excellent problem-solving skills with a balance of strategic and tactical execution
• Strong interpersonal skills with the ability to influence and drive change across multiple levels of an organization
• Bachelor’s degree in Business or a related field; MBA or advanced degree preferred

Responsibilities

• Build and maintain deep, multi-layered relationships with key stakeholders, including C-suite executives, across a global portfolio of enterprise customers
• Develop and execute comprehensive account strategies aligned with customer business objectives and Fleetio's offerings
• Act as the primary point of contact for escalations and complex challenges, ensuring prompt resolution and customer satisfaction
• Use advanced analytics, sentiment analysis, and customer feedback to proactively monitor account health, identifying risks and growth opportunities
• Create and implement targeted action plans for at-risk accounts to ensure successful recovery and long-term retention
• Conduct strategic business reviews, aligning customer objectives with Fleetio's product roadmap and future developments
• Work closely with Sales, Product, and cross-functional teams to identify and drive expansion opportunities within key accounts
• Guide customers through Fleetio's offerings as a trusted advisor, helping them achieve continuous improvement
• Perform high-impact customer touchpoints to deepen engagement and drive revenue growth through value-driven recommendations
• Showcase expert knowledge of Fleetio's product suite, understanding its fit within the business models and challenges of large, complex customers
• Participate in high-level discussions about industry trends and strategic initiatives, positioning Fleetio as a thought leader and essential partner
• Offer internal and external thought leadership, influencing product development and go-to-market strategies
• Mentor Senior CSMs and other Customer Experience team members, fostering a culture of growth and excellence
• Embody Fleetio's core values and champion customer success best practices, leading by example
• Help evolve customer success methodologies, processes, and tools within Fleetio
• Craft clear, impactful communications for various audiences, including executive summaries, strategic recommendations, and presentations
• Apply emotional intelligence in customer interactions, ensuring empathy, clarity, and alignment with their needs
• Lead meetings and workshops that drive alignment, accountability, and measurable results for customers

Benefits

• Multiple health/dental coverage options
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 12 company holidays + 2 floating holidays
• Parental leave- birthing parent (12 weeks paid) non-birthing (4 weeks paid)
• 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