Customer Success Manager

EROAD

17h

About The Position

A career with EROAD offers the unique opportunity to work in a fast-growing organisation that is at the forefront of intelligent transport solutions — enhancing road safety, improving productivity, and reducing environmental impact. EROAD’s mission is to deliver intelligence you can trust, for a better world tomorrow. As EROAD continues to expand globally, we are seeking an experienced Customer Success Manager (CSM) to build and maintain strong, trusted relationships with our enterprise customers. This role is pivotal in ensuring our customers achieve their desired business outcomes while maximising the value they gain from EROAD’s solutions. The Customer Success Manager owns the end‑to‑end customer journey and acts as a trusted advisor guiding customers, proactively addressing their needs, and driving long‑term satisfaction, retention, and expansion. Keeping our customer promise means we take care of our customers every step of the way and this role plays a critical part in delivering that experience.

Requirements

• 3–5 years’ experience working with enterprise customers in a similar role, such as Customer Success Manager, Customer Experience Manager, or Account Manager.
• Excellent written and verbal communication skills, with a proactive and customer‑centric approach.
• A strong outcomes‑focused mindset.
• Proven time management and project planning capability.
• Ability to quickly learn and work with cutting‑edge technology.
• Confidence thriving in a fast‑paced, high‑performing environment.
• Flexibility to travel up to 30%, as required.

Responsibilities

• Manage an assigned book of enterprise customers, ensuring high satisfaction, best‑in‑class customer experience, and strong retention.
• Compile, analyse, and present customer and EROAD KPIs during Business Reviews for all named accounts.
• Develop deep product expertise and a strong understanding of each customer’s business practices and operating environment.
• Understand customers’ technical EROAD solutions, including configurations, integrations, customisations, and business processes.
• Build strong, transparent partnerships with customers based on trust and value.
• Stay aligned with product updates and new releases across EROAD solutions, ensuring customers are supported ahead of feature launches.
• Proactively deliver key metrics to customers, including hardware performance, platform health, and customer KPIs.
• Develop and maintain account plans, actions, and follow‑ups—driving outcomes to completion internally and externally.
• Work closely with Product and Engineering teams to escalate issues and enhancement requests, ensuring closure of the customer feedback loop.
• Administer and follow up on Customer Satisfaction and NPS surveys.
• Track and document all customer activity, outreach, and engagement.
• Respond to customer enquiries within agreed customer‑specific SLAs.
• Take ownership of customer issues and see them through to resolution.
• Confidently articulate the value of EROAD technology, products, and the industries we serve.

Benefits

• At EROAD, we value diversity and are proud to be a multicultural organisation.
• We foster a strong sense of community and belonging through collaborative and engaging workplace initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed