Customer Success Manager

Customer Success Manager is responsible for promoting retention and loyalty of our customers by providing customer relationship management. The ideal candidate needs to have experience dealing with the customer’s queries and feedback.
We also require the customer success manager to ensure our customers are satisfied and resolve their problems. A previous experience of working as a technical support representative will be preferred.

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Customer Success Manager

Customer Success Manager is responsible for promoting retention and loyalty of our customers by providing customer relationship management. The ideal candidate needs to have experience dealing with the customer’s queries and feedback.
We also require the customer success manager to ensure our customers are satisfied and resolve their problems. A previous experience of working as a technical support representative will be preferred.

EXPERIENCE
  • 3+ years of experience in customer success, business development, or account management roles.
  • Track record of onboarding, retaining, and upselling accounts.
  • Excellent consultative skills with experience in guiding customer’s journeys
  • Diplomacy, tact, and poise under pressure when working through customer issues
  • Extremely tech-savvy and able to navigate sales tools (Salesforce, Zendesk, Slack, etc.)
  • Bonus: Transportation, Fintech, Fuel Card, or logistics industry experience.
  • Bonus: Startup experience with a focus on SMBs.
RESPONSIBILITIES
  • Oversee and own a dedicated book of business of SMB customers (fleet owners and managers)
  • Become the AtoB expert and educate your customers on best practices regarding AtoB
  • Stay abreast of customer’s top initiatives and projects and help them leverage AtoB to meet their desired outcomes.
  • Actively identify and close expansion opportunities (upsell) that align with our customer’s needs.
  • Increase AtoB customers’ value, product knowledge, and adoption by conducting proactive engagements
  • Discover customer pain points, advocate for them internally to influence product changes.
  • Work closely with the product, sales, and engineering to help guide the product roadmap based on our customer’s needs
  • Manage and affect retention through performing churn mitigation activities (i.e. calling non-responsive customers)
  • Assist in optimizing internal processes, customer journey/milestone activities, and talk tracks to ensure a unified and optimal customer experience.
  • Assist in building the CS department through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.