Senior Customer Success Manager

Cambridge Mobile Telematics • Cambridge, MA

7d • Hybrid

About The Position

Cambridge Mobile Telematics (CMT) is the world’s largest telematics service provider. Its mission is to make the world’s roads and drivers safer. The company’s AI-driven platform, DriveWell Fusion®, gathers sensor data from millions of IoT devices — including smartphones, proprietary Tags, connected vehicles, dashcams, and third-party devices — and fuses them with contextual data to create a unified view of vehicle and driver behavior. Auto insurers, automakers, commercial mobility companies, and the public sector use insights from CMT’s platform to power risk assessment, safety, claims, and driver improvement programs. Headquartered in Cambridge, MA, with offices in Budapest, Chennai, Seattle, Tokyo, and Zagreb, CMT measures and protects tens of millions of drivers across the world every day. The Customer Success group is the relationship management partner for our clients during the course of their partnership with CMT. As a member of Customer Success in the Sales organization, you will partner closely with Sales Executives to ensure growth and satisfaction with named accounts. You will be the primary point-of-contact for partners in the implementation phase starting from executed contract to go-live, and ensuring post-release success. You will play a vital role in communicating the voice of the customer for internal prioritization and resource management. CMT is looking for a collaborative, customer-committed, and creative Senior Customer Success Manager who wants to join us in making roads safer by making drivers better!

Requirements

• Bachelor’s degree or equivalent years of experience and/or certification in a related field
• 4+ years of relevant working experience in customer success, technical account management, sales engineering, or professional services
• Excellent organizational skills with the ability to prioritize, manage, execute projects cross-functionally
• Experience in enterprise SaaS - preferably mobile, business and analytics applications
• Ability to tailor your communications to different audiences across all levels both internally and externally
• Track record of designing, building and launching customer success processes across different teams
• Experience with Customer Success automation software
• Ability to work from our Cambridge office 3 days per week

Responsibilities

• Use independent judgment and discretion to proactively connect with Customers to gain an understanding of their needs and ensure they understand and find full value of CMT’s products and services
• Utilize existing dashboards and analytics with new features and provide our customers with key program metrics and scorecards
• Prepare reports and lead weekly customer meetings and quarterly customer business reviews, acting as an advisor to other team members
• Manage key success factors for assigned Customer, including onboarding, training, adoption, and advocacy
• Influence Customer value through higher product adoption, customer satisfaction and overall health scores
• Drive outcomes for Customer to achieve core business goals (user adoption, ROI) and for CMT (renewal rates & revenue growth)
• Identify opportunities for improvement in our products, services and processes
• Foster Customer-focused teamwork among all functions at CMT
• Travel within US and Europe as necessary to meet with Customers (~15% a year)
• Provide training and guidance to new and more junior team members
• Complete any additional tasks as they arise

Benefits

• Fair and competitive salary based on skills and experience, and annual performance bonus
• Equity may be awarded in the form of Restricted Stock Units (RSUs)
• Medical, Dental, Vision and Life Insurance, matching 401k, short-term & long-term disability and parental leave
• Unlimited Paid Time Off including vacation, sick days & public holidays
• Flexible scheduling and work from home policy depending on role and responsibilities
• Feel great working to improve road safety around the world!
• Join one of our many employee resource groups including Black, AAPI, LGBTQIA+, Women, Book Club and Health & Wellness
• Extensive wellness, education and employee assistance programs
• CMT will do all that is possible to support our employees and create a positive and inclusive work environment for all!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees