Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Take ownership of and strategically oversee a portfolio of MMB or ENT customers, cultivating a comprehensive understanding of each customer's business objectives, operational landscape, and success metrics.

• Spearhead subscription and relationship management for your accounts — enhancing retention, identifying risks early, and ensuring we fulfill every commitment we make.

• Collaborate closely with our Sales Team to pinpoint and implement expansion opportunities (upsell, cross-sell, and growth) that are linked to tangible customer outcomes and value realization.

• Proactively manage renewal planning and forecasting in Salesforce to prevent surprises at renewal time and ensure the business has clear visibility into your portfolio.

• Cultivate trusted, value-driven relationships across all levels of the customer organization, with a strong emphasis on engaging executive and senior leadership stakeholders.

• Establish a consistent strategic engagement schedule — QBRs, executive check-ins, business reviews — so your customers are always aware of the ROI they are gaining from IntelliShift.

• Navigate customers through the complete lifecycle, from onboarding to achieving adoption milestones and long-term expansion.

• Represent the customer's voice within IntelliShift, coordinating with Enablement, Product, Support, Installation Services, and other partners to address issues, gather feedback, and highlight strategic opportunities.

• Actively track customer health, engagement, and business risks using data and insights — addressing concerns proactively and safeguarding revenue at scale.

⛳️ Requirements

• 3-5+ years of experience in Customer Success, Account Management, or a similar SaaS role managing mid-market and/or enterprise portfolios.

• A consultative approach — you pose insightful questions, listen effectively, and convert customer goals into actionable plans.

• Strong executive presence and the self-assurance to engage with senior leaders on both business and operational matters.

• A proven history of retention, expansion, and renewal results that you can detail specifically.

• Practical experience with Salesforce (SFDC); familiarity with a Customer Success platform (Gainsight, ClientSuccess, ChurnZero, or similar) is advantageous.

• Comfort and curiosity in utilizing AI tools — we are increasingly incorporating AI into our internal processes, and we expect our team to explore, discover innovative workflows, and share ideas with the group.

• Ability to work independently, take ownership of outcomes, and collaborate cross-functionally without excessive guidance.

• Experience in fleet, transportation, logistics, field service, or other operationally complex B2B SaaS environments is a significant advantage — but is not required if you have thrived in related industries.

🏝️ Benefits

• We provide competitive compensation, aligned with experience and segment focus — $65–125k base salary plus a quarterly performance-based bonus.

• Exceptional benefits designed to simplify our employees' lives and express our appreciation for their contributions.

• IntelliShift offers company-subsidized medical, dental, and vision insurance for all full-time employees.

• 401K plan with a 4% company contribution.