Mid-Market Customer Success Manager

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

📋 Description

• Cultivate and sustain robust, enduring relationships with your assigned clients.

• Expand your portfolio through a feature-centric approach, aligning customer requirements with Onfleet's capabilities and enhancing the use of high-value features.

• Proactively recognize account threats and implement strategies for mitigation.

• Showcase ROI and articulate the value of Onfleet's products and services.

• Formulate account-specific strategies to promote adoption, growth, and retention.

• Respond to customer concerns rapidly and effectively to uphold high satisfaction levels.

• Track and evaluate customer health metrics, NPS scores, and other pertinent data.

• Provide routine updates on account status, risks, and potential opportunities to management.

• Identify, forecast, and secure expansion and upsell opportunities, including discussions on pricing and packaging that reflect the value customers derive.

• Represent the customer’s voice internally, collaborating with product, sales, and other teams.

• Manage key customer projects effectively as needed.

• Conduct regular check-ins and executive business reviews (EBRs) as required for specific accounts to evaluate customer health and satisfaction.

⛳️ Requirements

• Bachelor’s degree.

• Over 5 years of experience in customer success.

• Demonstrated success in managing and expanding a portfolio, including driving growth and upselling through feature adoption.

• Excellent communication and presentation skills.

• Proficient in relationship building and management.

• Strong attention to detail, skilled in project management and prioritization.

• Experience with pricing, packaging, and negotiating commercial terms, including renewals, expansions, and upsells.

• Outstanding problem-solving and analytical skills.

• A passion for creating repeatable and efficient processes.

• A mindset focused on continuous improvement, with a thirst for knowledge.

• Quick to learn with the ability to assimilate technical information rapidly.

• Skills in negotiation and conflict resolution.

• Strategic thinking and planning capabilities.

• Ability to work autonomously and collaboratively within a team.

• A strong ethical foundation and a commitment to making a positive impact in the world.

🏝️ Benefits

• Employee stock options.

• Comprehensive health, dental, and vision coverage depending on location.

• Flexible PTO.

• Company 401k offerings based on location.

• A supportive team of individuals who embody our core values every day.