Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and enhance a team of Customer Success Managers who support clients throughout North America.

• Cultivate a high-performance, customer-centric culture that emphasizes accountability, teamwork, and ongoing improvement.

• Conduct regular one-on-one meetings, performance evaluations, and career development discussions.

• Set team objectives and key performance indicators that align with the organization's goals.

• Assist in the onboarding, training, and continuous development of Customer Success team members.

• Formulate and implement customer success strategies that promote product adoption, customer satisfaction, retention, and growth.

• Monitor customer health, identify potential risks, and deploy strategies to enhance customer outcomes.

• Standardize customer success processes, account planning, and business review methodologies across the region.

• Enhance customer retention by addressing issues and minimizing churn.

• Collaborate with Sales on opportunities for expansion, upselling, cross-selling, renewal planning, and execution.

• Engage in executive customer meetings and handle escalations.

• Work alongside Sales, Product, Professional Services, Support, Finance, and Operations.

• Act as the voice of the customer, providing insights that inform product enhancements and business strategy.

• Keep leadership updated on customer escalations, risks, and opportunities.

• Track customer health, adoption, retention, renewals, satisfaction, and account growth metrics.

• Analyze customer data and trends to pinpoint areas for process improvement.

• Generate reports and dashboards that convey team performance and customer health.

• Ensure consistent utilization of CRM and customer success platforms.

⛳️ Requirements

• Bachelor’s degree in Business, Marketing, Information Technology, or a related field, or equivalent professional experience.

• 7+ years of experience in Customer Success, Account Management, Customer Experience, or a comparable customer-facing role in a B2B SaaS, telematics, IoT, or enterprise technology setting.

• 3+ years of experience in leading and developing Customer Success or Account Management teams.

• Demonstrated experience in managing customer retention, renewals, product adoption, and account growth.

• Strong leadership, coaching, and employee development capabilities.

• Experience in supporting enterprise and strategic customer accounts.

• Exceptional communication, presentation, and executive relationship management skills.

• Strong analytical abilities with experience leveraging customer health metrics and performance data.

• Familiarity with CRM and Customer Success platforms such as Salesforce, Gainsight, Totango, or similar tools.

• Preferred: experience in fleet management, telematics, transportation, logistics, IoT, or connected mobility.

• Preferred: experience managing geographically dispersed or remote teams.

• Preferred: experience in supporting customers and employees across the United States, Canada, and Mexico.

• Bilingual communication skills in English and Spanish are a plus.

🏝️ Benefits

• People-first, inclusive workplace culture.

• Equal employment opportunity and a commitment to diversity, equity, and inclusion.