Senior Manager, Customer Success

Dover Corporation • Austin, TX

7d • Hybrid

About The Position

Dover Fueling Solutions (DFS) is seeking a Sr. Customer Success Manager to lead their Customer Success team, day-to-day operations, and future strategy. This role involves representing business-critical platforms that serve a diverse customer base, from single-site operators to large global brands. The ideal candidate will manage a team of product line specialists focused on delivering exceptional customer experiences across various products including Media and Marketing Platforms, Remote Diagnostic Tools, Fleet Fueling Management Systems, Point of Sale Terminals, Tank Management Solutions, and EV Charging management. The role requires extensive Customer Success experience, leadership/management experience, and familiarity with the convenience store/fueling industry, with a strong emphasis on customer service, satisfaction, and collaboration.

Requirements

• 5-7 years of experience in Customer Success, Account Management, or Customer Support.
• Experience with cloud-based solutions and proven success in deploying customers onto them.
• Proven track record of onboarding customers at an enterprise level.
• Ability to analyze and improve existing processes with an emphasis on scalable strategies.
• Understanding of software development processes and development premises.
• Strong interpersonal skills, with the ability to build and maintain long-term relationships and work cross-functionally.
• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
• Strong familiarity with CRM tools and SharePoint workflows.

Nice To Haves

• Experience in the convenience store / retail fueling industry is preferred.

Responsibilities

• Foster a growth mindset and positive culture within the Customer Success team.
• Act as a Customer Advocate, influencing product development to ensure optimal outcomes for customers and the company.
• Drive account retention and expansion by understanding customer needs and ensuring excellent customer experiences.
• Lead the team in developing scalable best practices and improving processes for operational excellence.
• Collaborate across departments to ensure a consistent and excellent customer experience across all DFS product lines.
• Anticipate customer needs, proactively create resources to solve issues, and effectively manage escalations when they occur.

Benefits

• 401(k) savings plan with employer contributions
• Medical, dental and vision insurance
• Wellness programs
• Health savings account
• Health care and dependent care flexible spending accounts
• Company paid short-term disability and long-term disability
• Company paid employee basic life and AD&D insurance
• Supplemental employee and dependent life insurance
• Optional accident, hospital indemnity and critical illness insurance
• Adoption, surrogacy, and fertility benefits and assistance
• Commuter benefits
• Parental, military, jury duty, and bereavement leaves of absence
• Paid time off
• Business travel services
• Employee discounts
• Employee assistance program (including company paid counseling sessions and legal services)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed