Senior Customer Success Manager

Fleetio

81d

About The Position

As a Customer Success Manager (CSM) for Key Accounts at Fleetio, you will serve as a strategic partner to our most critical customers, ensuring their long-term success and fostering strong relationships. You’ll use your deep expertise in customer success management and industry knowledge to maximize customer value and influence Fleetio’s role in their operations. Your focus will be on driving customer retention, growth, and satisfaction while supporting large, complex accounts. This role requires a high level of strategic thinking, leadership, and expertise, positioned above the Senior Customer Success Manager level. You’ll act as a subject matter expert in Fleetio’s product suite, providing thought leadership and mentorship within the organization, and ensuring that Fleetio is viewed as an indispensable partner to our largest customers.

Requirements

• 10+ years of experience of CSM experience, preferably in the fleet industry, with a proven track record of managing and growing enterprise-level accounts.
• Demonstrated success working with companies that manage fleets larger than 5,000 assets.
• Strong ability to build and execute strategic account plans, ensuring customer success and revenue growth.
• Experience mentoring and leading cross-functional teams.
• Deep knowledge of the fleet management industry or related industries is strongly preferred.
• Excellent problem-solving skills with a balance of strategic and tactical execution.
• Strong interpersonal skills with the ability to influence and drive change across multiple levels of an organization.

Responsibilities

• Build and maintain deep, multi-layered relationships with key stakeholders, including C-suite executives, across a global portfolio of enterprise customers.
• Develop and execute comprehensive account strategies aligned with customer business objectives and Fleetio's offerings.
• Act as the primary point of contact for escalations and complex challenges, ensuring prompt resolution and customer satisfaction.
• Use advanced analytics, sentiment analysis, and customer feedback to proactively monitor account health, identifying risks and growth opportunities.
• Create and implement targeted action plans for at-risk accounts to ensure successful recovery and long-term retention.
• Conduct strategic business reviews, aligning customer objectives with Fleetio's product roadmap and future developments.
• Work closely with Sales, Product, and cross-functional teams to identify and drive expansion opportunities within key accounts.
• Guide customers through Fleetio's offerings as a trusted advisor, helping them achieve continuous improvement.
• Perform high-impact customer touchpoints to deepen engagement and drive revenue growth through value-driven recommendations.
• Showcase expert knowledge of Fleetio's product suite, understanding its fit within the business models and challenges of large, complex customers.
• Participate in high-level discussions about industry trends and strategic initiatives, positioning Fleetio as a thought leader and essential partner.
• Offer internal and external thought leadership, influencing product development and go-to-market strategies.
• Mentor Senior CSMs and other Customer Experience team members, fostering a culture of growth and excellence.
• Embody Fleetio's core values and champion customer success best practices, leading by example.
• Help evolve customer success methodologies, processes, and tools within Fleetio.
• Craft clear, impactful communications for various audiences, including executive summaries, strategic recommendations, and presentations.
• Apply emotional intelligence in customer interactions, ensuring empathy, clarity, and alignment with their needs.
• Lead meetings and workshops that drive alignment, accountability, and measurable results for customers.

Benefits

• Multiple health/dental coverage options (100% employee coverage, 50% coverage 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
• Remote working friendly since 2012

What This Job Offers

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