Sr. Customer Success Manager

About Us

CDLLife is the largest and most-engaged digital community of truck drivers in the United States, reaching millions monthly through media and our AI-powered recruiting platform, CDLConnect.io. 

We’re a tech media company, headquartered in Kansas City, MO with the majority of our team based in Kansas City as well.

Over the past decade, we’ve served nearly 1,500 different trucking companies, helping drive the marketing and advertising initiatives needed to help them achieve their truck driver recruitment goals.

Role Description

We are entering our next growth phase of the company and are seeking a talented Senior Customer Success Manager to join our growing team. You will join our Direct Team, working alongside CDLLife Sales Reps to directly service trucking company customer accounts, rather than working through 3rd-party marketing agencies.

Our Customer Success department serves as a critical post-sales partner, taking the time to deeply understand each end-customer's unique business objectives and collaborating closely with key stakeholders to ensure alignment. By working hand-in-hand with our lead generation and driver recruitment technologies, our Customer Success team empowers customers to maximize value and achieve their driver recruitment goals.

You will report directly to the Customer Success Lead of our Direct Team.

Duties & Responsibilities

• Onboard & Train Customers: Guide new customers through platform setup, ensuring they understand how to leverage lead generation and driver qualification tools effectively.
• Understand Customer Goals: Conduct regular discovery and business reviews to align on hiring targets, cost-per-hire benchmarks, and overall driver recruitment objectives.
• Monitor & Optimize Campaign Performance: Continuously analyze lead generation and driver qualification data across internal and external products to maximize ROI for customers.
• Serve as Primary Point of Contact: Act as the main liaison between customers and internal teams (sales, product, operations) to resolve issues and surface opportunities.
• Drive Retention & Renewals: Proactively identify at-risk accounts and develop strategies to retain customers and grow relationships.
• Deliver Reporting & Insights: Provide customers with regular performance reporting, highlighting key metrics such as lead volume, driver qualification rates, and cost efficiency.
• Collaborate Cross-Functionally: Partner with product and tech teams to relay customer feedback and influence platform improvements.
• Identify Upsell/Expansion Opportunities: Recognize opportunities to expand product usage or introduce additional solutions that better serve the customer's recruitment needs.
• Ensure Driver Lead Quality: Work with internal teams to monitor and improve the quality and relevance of driver leads delivered to customers.

Qualifications

• Experience: 3–5 years in a Customer Success, Account Management, or similar client-facing role, preferably in a SaaS, digital marketing, or lead generation environment.
• Data-Driven Mindset: Ability to analyze performance data, identify trends, and translate insights into actionable recommendations for customers.
• Technical Aptitude: Comfortable navigating proprietary admin panels, internal dashboards, and tools; ability to quickly learn new software platforms.
• Google Workspace Proficiency: Confident working within Google Drive, Docs, Sheets, and Slides to manage and share customer-facing materials and internal resources.
• Communication Skills: Excellent verbal and written communication skills with the ability to present data and insights clearly to both technical and non-technical stakeholders.
• Relationship Management: Proven track record of building and maintaining strong, trust-based relationships with customers at various organizational levels.
• Problem-Solving: Strong critical thinking skills with the ability to proactively identify issues and drive resolution across internal teams.
• Organizational Skills: Ability to manage a portfolio of accounts simultaneously, prioritizing effectively in a fast-paced environment.
• Collaborative Team Player: Experience working cross-functionally with sales, product, and operations teams to deliver a seamless customer experience.

Nice-To-Haves

• Industry Knowledge: Familiarity with the trucking, transportation, or driver recruitment industry is a strong plus.
• CRM Proficiency: Experience with customer success or CRM platforms such as Salesforce, HubSpot, ChurnZero, Gainsight, or similar tools to manage customer health, track engagement, and automate workflows.

Working Arrangement

• Hybrid position, 3 days/week in-office
• Monday - Wednesday: work in our downtown Kansas City office
• Thursday - Friday: optionally remote
• Full-time, 40 hours per week with flexible workday schedule

Benefits

• Healthcare, Dental, Vision insurance with employer contributions
• 401k with match
• Free drinks and snacks