Manager of Customer Success

Coast•New York, NY

About The Position

Coast is re-imagining the trillion-dollar U.S. B2B card payments infrastructure, with a focus on the country’s 500,000 commercial fleets, 40 million commercial vehicles, and many million commercial drivers. The incumbent technologies that cater to these customers are decades old, and drivers and fleets increasingly demand modern digital experiences and affordable and transparent financial services products. Coast's mission is to deliver them at a transformational scale, beginning with the Coast Fleet and Fuel Card built on a cutting-edge spend management platform. About the Role We’re looking for a hands on, people-first Manager of Customer Success to lead our frontline CSMs while owning a book of business. This player-coach model is core to how Coast builds empathy, credibility, and process excellence across our customer lifecycle. You’ll mentor, hire, and develop a team responsible for delivering exceptional onboarding, activation, and retention outcomes for all of our customer segments.

Requirements

5+ years in Customer Success or Account Management, with 2+ years managing CSMs or frontline customer-facing teams
A proven player-coach: you lead by example while enabling others to succeed
Track record of high-touch onboarding and expansion motions in SMB and mid-market
Expertise in creating structure from ambiguity—using data, systems, and coaching to drive repeatable outcomes
Strong communicator with a bias for clarity, urgency, and action
Deep empathy for customers—and for the CSMs who serve them

Nice To Haves

familiarity with fintech, SaaS, or operations-heavy customer segments

Responsibilities

Lead & Coach: Manage and mentor a team of high-performing CSMs, focusing on call coaching, onboarding execution, fleet activation, and account health.
Own Accounts: Carry a book of business to stay close to the customer experience and model best-in-class onboarding, retention, and expansion skills.
Drive Activation: Ensure your team drives velocity and depth of onboarding.
Create Value: Help CSMs demonstrate customer value across the lifecycle—from onboarding through maturity—with account-specific plans tied to clear use cases.
Maximize Expansion: Support CSMs in creating CSQOs and building a proactive expansion pipeline.
Upskill the Team: Develop a repeatable 1:1 coaching and enablement framework to improve onboarding, account health, and teammate performance.
Build Systems Excellence: Champion operational rigor and data fluency across Salesforce, Sigma, Outreach, and our AI toolkit to guide prioritization and performance.

Benefits

Medical, dental and vision insurance
Unlimited paid time off (vacation, personal well being, paid holidays)
Paid parental leave
$400 accessories allowance for home office setup to be spent on a keyboard, mouse, headphones, etc.
Free lunch every Friday

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