Customer Success Manager, Business Services
RELX
Senior Customer Success Manager
Fleetio
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Build and maintain deep, multi-layered relationships with key stakeholders, including C-suite executives, across a global portfolio of enterprise customers.
- Develop and execute comprehensive account strategies aligned with customer business objectives and Fleetio's offerings.
- Act as the primary point of contact for escalations and complex challenges, ensuring prompt resolution and customer satisfaction.
- Use advanced analytics, sentiment analysis, and customer feedback to proactively monitor account health, identifying risks and growth opportunities.
- Create and implement targeted action plans for at-risk accounts to ensure successful recovery and long-term retention.
- Conduct strategic business reviews, aligning customer objectives with Fleetio's product roadmap and future developments.
- Work closely with Sales, Product, and cross-functional teams to identify and drive expansion opportunities within key accounts.
- Guide customers through Fleetio's offerings as a trusted advisor, helping them achieve continuous improvement.
- Perform high-impact customer touchpoints to deepen engagement and drive revenue growth through value-driven recommendations.
- Showcase expert knowledge of Fleetio's product suite, understanding its fit within the business models and challenges of large, complex customers.
- Participate in high-level discussions about industry trends and strategic initiatives, positioning Fleetio as a thought leader and essential partner.
- Offer internal and external thought leadership, influencing product development and go-to-market strategies.
- Mentor Senior CSMs and other Customer Experience team members, fostering a culture of growth and excellence.
- Embody Fleetio's core values and champion customer success best practices, leading by example.
- Help evolve customer success methodologies, processes, and tools within Fleetio.
- Craft clear, impactful communications for various audiences, including executive summaries, strategic recommendations, and presentations.
- Apply emotional intelligence in customer interactions, ensuring empathy, clarity, and alignment with their needs.
- Lead meetings and workshops that drive alignment, accountability, and measurable results for customers.
Requirements
- 10+ years of experience of CSM experience, preferably in the fleet industry, with a proven track record of managing and growing enterprise-level accounts.
- Demonstrated success working with companies that manage fleets larger than 5,000 assets.
- Strong ability to build and execute strategic account plans, ensuring customer success and revenue growth.
- Experience mentoring and leading cross-functional teams.
- Deep knowledge of the fleet management industry or related industries is strongly preferred.
- Excellent problem-solving skills with a balance of strategic and tactical execution.
- Strong interpersonal skills with the ability to influence and drive change across multiple levels of an organization.
Benefits
- Multiple health/dental coverage options (100% employee coverage, 50% coverage for family)
- Vision insurance
- Incentive stock options
- 401(k) match of 4%
- PTO - 4 weeks
- 12 company holidays + 2 floating holidays
- Parental leave- birthing parent (16 weeks paid) non-birthing (4 weeks)
- FSA & HSA options
- Short and long term disability (short term 100% paid)
- Community service funds
- Professional development funds
- Wellbeing fund - $150 quarterly
- Business expense stipend - $125 quarterly
- Mac laptop + new hire equipment stipend
- Remote working friendly since 2012 #LI-REMOTE
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
advanced analyticssentiment analysisaccount strategiescustomer feedbackcustomer success methodologiesstrategic account plansproblem-solving
Soft skills
relationship buildingcustomer satisfactionemotional intelligencementoringcommunicationinfluencingleadership
