Customer Success Manager

📋 Description

• Take ownership and strategically oversee a portfolio of MMB or ENT clients, developing a comprehensive understanding of each customer's business goals, operational landscape, and success criteria.

• Lead the management of subscriptions and relationships for your accounts — ensuring retention, addressing risks proactively, and fulfilling every promise we make.

• Collaborate closely with our Sales Team to pinpoint and implement expansion opportunities (upselling, cross-selling, and growth) that align with genuine customer outcomes and value realization.

• Drive proactive renewal planning and forecasting in Salesforce to avoid surprises during renewal periods and provide clear visibility into your portfolio for the business.

• Cultivate trusted, value-driven relationships at all levels of the customer organization, placing strong emphasis on executive and senior leadership stakeholders.

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

• Guide customers throughout their entire journey, from onboarding to achieving adoption milestones and long-term growth.

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

• Actively monitor customer health, engagement, and business risks using data and insights — addressing concerns early 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 ask insightful questions, listen attentively, and translate customer objectives into actionable plans.

• Strong executive presence and the ability to confidently engage with senior leaders on both business and operational matters.

• A proven track record of retention, expansion, and renewal results that you can discuss in detail.

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

• A willingness to embrace and explore AI tools — we are increasingly integrating AI into our internal processes, and we expect our team to experiment, discover new efficiencies, and share innovative ideas with the group.

• Comfortable working independently, taking ownership of outcomes, and collaborating across functions without extensive guidance.

• Experience in fleet, transportation, logistics, field service, or another operationally complex B2B SaaS setting is a significant plus — but not mandatory if you have succeeded in related industries.

🏝️ Benefits

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

• Exceptional benefits designed to simplify our employees' lives and demonstrate 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.