Mid-Market Customer Success Manager

WEX • Portland, ME

8d

About The Position

About the role/team: The Customer Success Manager (CSM) is a critical role within the Mid-Market Retention Team, serving as the primary contact for managing and protecting the mid-market customer base (back book). This role is centered on proactively driving customer satisfaction, loyalty, and revenue by identifying and resolving operational friction points, mitigating attrition risk through strategic diagnostic analysis, and ensuring customers effectively use our products and services. How you will make an impact: Account Review & Retention Management (70%): Drive proactive customer engagement, identify and mitigate attrition triggers, manage the CSM pipeline, and conduct 'Enablement Calls' to set up automated reporting and train customers on portal features. Expansion and Advocacy (20%): Identify upselling and cross-selling opportunities (including repricing), serve as the internal voice of the customer to improve the customer experience, and implement revised fees/rebates within policy to balance account profitability with retention efforts. Retention Strategy & Cross-Functional Enablement (10%): Collaborate with Customer Lifecycle Management, VAS, Marketing, and Customer Service to execute comprehensive retention frameworks for at-risk accounts and monitor customer health and product usage.

Requirements

• WEX NA Fleet product & business experience
• WEX NA Fleet Systems knowledge (WEXOnline, Siebel, and Salesforce)
• At least 2 years experience in a customer service, sales, or account management role
• Strong verbal & written communication skills

Nice To Haves

• VAS experience
• Prior sales experience
• Undergraduate degree in business, technology, or a related field

Responsibilities

• Drive proactive customer engagement
• Identify and mitigate attrition triggers
• Manage the CSM pipeline
• Conduct 'Enablement Calls' to set up automated reporting and train customers on portal features
• Identify upselling and cross-selling opportunities (including repricing)
• Serve as the internal voice of the customer to improve the customer experience
• Implement revised fees/rebates within policy to balance account profitability with retention efforts
• Collaborate with Customer Lifecycle Management, VAS, Marketing, and Customer Service to execute comprehensive retention frameworks for at-risk accounts and monitor customer health and product usage
• Consistently meet or exceed quarterly and annual customer retention and renewal goals
• Execute a high-volume, outbound calling motion, meeting daily/weekly call and follow-up expectations
• Consistently capture structured post-call insights (business change, sentiment, attrition risk, etc.)
• Maintain a high Customer Health Score across the portfolio

Benefits

• health, dental and vision insurances
• retirement savings plan
• paid time off
• health savings account
• flexible spending accounts
• life insurance
• disability insurance
• tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level