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Manager, Customer Success, Mid-Market

Remote - USA

The Customer Success team at Fleetio is expanding and has an exciting opportunity for a Manager, Customer Success, Mid-Market to join our team. 

A little about us…Fleetio is a modern software platform that helps thousands of organizations around the world manage their fleet operations. Transportation technology is a hot market and we’re leading the charge, with raving fans and new customers signing up every day. We raised $144M in Series C in June of 2023 and are on an exciting trajectory as a company. Fleetio is also a proud founding member of the Rails Foundation!

More about our team and company:

Who you are

The Manager, Customer Success, Mid-Market will lead a team of Customer Success Managers (CSMs) focused on our largest accounts. This role is pivotal in ensuring our Mid-Market customers achieve their desired outcomes with Fleetio’s products, driving customer satisfaction, retention, and growth. The ideal candidate will be a strategic thinker passionate about building strong customer relationships and a proven track record of leading successful customer success teams.

Your impact

  • Lead and develop a team of CSMs, ensuring they have the tools, knowledge, and support to exceed company growth and retention forecasts.
  • Foster a collaborative, high-performance team culture, encouraging continuous learning and professional growth.
  • Monitor team performance, providing regular feedback and conducting performance reviews.
  • Serve as the escalation point for complex customer issues, working closely with cross-functional teams to ensure timely resolution.
  • Manage a team of highly motivated, customer-focused Customer Success Managers to manage the overall health and care of accounts (e.g., stage adoption, executive business reviews, and successful renewals)
  • Develop and execute Customer Success strategies tailored to our larger fleet customers' unique needs, focusing on Fleetio adoption, customer satisfaction, and account growth.
  • Partner with Sales, Product, Account Management, and Marketing teams to identify opportunities for upselling, cross-selling, and expanding customer relationships.
  • Monitor customer health metrics, proactively addressing potential risks and identifying opportunities for improvement.
  • Implement and refine processes, tools, and systems to enhance the customer success team's efficiency and effectiveness.
  • Collaborate with Business Operations and Customer Success Programs to ensure accurate tracking and reporting of metrics.
  • Contribute to developing best practices, playbooks, and resources to support the team and improve the customer experience.

Your experience

  • 5+ years of experience in Customer Success, Account Management, or a related role, with at least two years in a leadership capacity.
  • Proven experience managing a team’s portfolio of accounts and driving customer success at scale.
  • Excellent leadership and team management skills, with the ability to inspire and motivate a high-performing team.
  • Exceptional communication and interpersonal skills, with the ability to build strong relationships and influence customers and internal stakeholders.
  • Strategic thinker with strong problem-solving skills and the ability to make data-informed decisions.
  • Proficient in Customer Success software, CRM, and other technologies.

Benefits

  • Multiple health/dental coverage options (100% coverage for employee, 50% 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
  • Monthly catered lunches
  • Fully stocked kitchen with tons of drinks & snacks
  • Remote working friendly since 2012 #LI-REMOTE

Fleetio provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment. We celebrate diversity and are committed to creating an inclusive environment for all. All employment is decided on the basis of qualifications, merit and business need.

This application is not intended to and does not create a contract or offer of employment. Employment with Fleetio is at will.

If you have a disability or a special need that requires an accommodation to fill out the online application, please let us know by calling (205) 718-7500. 

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