Customer Success Manager

ServiceUp•Campbell, CA

17h

About The Position

ServiceUp is building its Customer Success function and is hiring Customer Success Managers to manage customer accounts after contracts are signed. The role owns onboarding, platform adoption, ongoing customer value, and operational relationships with fleet managers, maintenance leads, dispatchers, and drivers. Success is measured in part by customer usage, including repair orders routed through the platform. Each account is supported by a Sales and Customer Success pairing. Sales owns contracts, pricing, and renewals, while the Customer Success Manager ensures customers receive the promised value. The role reports to the Head of Customer Success and collaborates with Operations, the shop network team, and Product to resolve customer challenges.

Requirements

At least 4 years of Customer Success experience at a B2B SaaS company, plus experience in the fleet industry.
A demonstrable record of improving retention and adoption, supported by numbers.
Experience with a usage-based or transaction-based revenue model.
Comfort working with data, including pulling usage data, identifying accounts with declining usage, and explaining customer-specific metrics to fleet managers.
Hands-on use of AI tools to reduce manual Customer Success work and support more accounts.
Strong organization and project management skills for multi-site implementations involving many stakeholders.

Responsibilities

Manage customer onboarding from signed contract through steady-state usage, with milestones and targets for time to first repair order and time to value.
Build product expertise and configure and optimize the platform to help customers derive maximum value.
Coordinate launch activities after the Sales handoff, including data loading, user setup, approval rules, shop coverage, and integrations with fleet systems, telematics, and ERP systems.
Train fleet managers, maintenance leads, and drivers.
Drive accounts toward the defined adoption level, identify gaps between expected and actual usage, and work with Operations and the shop network team to close those gaps.
Run operational business reviews covering cycle time, cost per repair, downtime, and savings.
Maintain account health scores and create save plans for at-risk accounts, with named owners and next steps.
Record root causes of account declines and churn and present them at the monthly cross-functional churn review.
Identify expansion opportunities, such as new locations or repair types, and refer them to Sales.
Keep CRM account records current and report monthly on portfolio repair-order volume, time to value, and account health.