Senior Customer Success Manager
About The Position
Every year, companies spend over a trillion dollars moving freight across the U.S. — but the system for matching trucks with jobs is still slow, manual, and fragmented. FleetWorks is fixing that. We’re building voice agents that transform the chaotic freight booking process into a modern, intelligent marketplace. Our agents replace the endless phone calls, texts, and emails and match truckers who want to get paid with loads that need to be moved. We have a small, high-agency team working out of our office in SOMA. As the second member of the customer success team, you will be a true owner of your work, managing our most critical relationships and defining the customer success motion from the ground up.
Requirements
- Professional experience in b2b customer success, account management, sales engineering or implementation, in an entrepreneurial environment.
- A "builder" mindset: You are excited to be the second member of the team and want to work on 0-1 projects like building playbooks and defining processes.
- Technical aptitude: You are comfortable working hands on with complex requirements gathering and configurations and collaborating with engineers to make sure we deliver on our promise.
- A healthy appreciation for hard problems—we are transforming a massive, complex industry and we’re just getting started.
Responsibilities
- Manage the full customer lifecycle, acting as the primary owner from pilot kickoff through implementation, adoption, and renewal.
- Program manage high-stakes pilots and implementations, ensuring timelines are met and customers realize immediate value from our platform.
- Work closely with Engineering to scope and deliver on individual customer integration requirements, acting as the technical voice of the customer.
- Build the CS foundation (0-to-1) by creating documentation, establishing operating procedures, and designing the engagement cadences we need to scale.
- Drive ongoing customer education, ensuring users understand the full power of our voice agents and platform features.
- Learn from others and teach those around you.
Benefits
- Top tier cash and equity compensation—we aim to be above 75th %ile for companies in San Francisco who have raised a similar amount of cash.
- Competitive medical, dental, and vision benefits.
- Fully covered lunches and dinners.
- The opportunity to learn quickly, grow fast, and be rewarded for your contributions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
