Customer Success Manager

Position Summary The Customer Success Manager is the primary relationship owner for an assigned portfolio of customers. Reporting to the Director of Customer Success, this role is responsible for driving adoption, delivering measurable value, and securing long-term retention and revenue growth across their book of business. You will partner closely with customers from post-onboarding through renewal and expansion by building strong relationships, gaining a deep understanding of their business and operational goals, then translating those goals into platform outcomes, and proactively ensuring they are continuously realizing value. You will be the customer's internal advocate and the company's external representative simultaneously. This role requires someone who is equally comfortable in a strategic business review with a VP of Fleet Operations as they are digging into product usage data to diagnose a stalled adoption curve. The Role This is not a support role. This is a value-delivery and revenue growth and retention role. The Customer Success Manager (CSM) owns the customer relationship after onboarding is complete and is accountable for what that relationship produces: adoption, retention, expansion, and advocacy. You carry a book of business. You own the renewal. You identify the upsell. You build the kind of customer relationships that turn satisfied users into vocal advocates. The CSM is responsible for driving customer adoption, value realization, retention, and growth across an assigned portfolio of accounts. The CSM serves as a trusted advisor to customers, helping them achieve their desired business outcomes through effective onboarding, engagement, enablement, and strategic account management. You'll operate within the playbooks and frameworks built by the Director of Customer Success, and you'll contribute to improving them. You'll work cross-functionally with Sales, Support, Product, and Onboarding to ensure customers never fall through the cracks and when they succeed, we understand exactly why so we can replicate it. Why This Role Matters: Customer acquisition is expensive. Retention is everything. The CSM is the single most important variable in whether a customer renews, expands, or churns and in whether they become a reference, a case study, or a cautionary tale. In a market where fleet operators have options, the quality of the customer success experience is a meaningful competitive differentiator. This role is where that differentiation lives. What You’ll Own: Value Definition, Delivery & Demonstration • Partner with each customer to define their specific success criteria and desired outcomes from the outset of the post-sales relationship • Build and maintain customer success plans that map platform capabilities to measurable business outcomes. For Example: reduced downtime, improved asset utilization, lower operational costs, faster decision-making, etc. • Conduct regular Partnership Reviews (QBRs and EBRs) that clearly demonstrate ROI, progress toward goals, and forward-looking opportunities • Translate platform data and usage metrics into a compelling value narrative the customer can share internally and act on operationally • Ensure every customer can clearly articulate in their own words what our solution has done for their business Customer Relationship Management • Develop and maintain strong relationships with customer stakeholders and executive sponsors • Serve as the primary post-sale point of contact for assigned accounts in book of business • Conduct regular business reviews, success planning sessions, and strategic account meetings. • Understand customer business objectives, challenges, and success metrics • Develop and maintain deep understanding of your portfolio’s businesses and goals • Deliver outcomes to help establish the trust and credibility required to become a trusted advisor Product Adoption & Engagement • Monitor product adoption across your portfolio using health scoring tools and usage dashboards identifying both lagging engagement and expansion signals • Proactively develop and execute adoption plans for customers who are under-utilizing key features or workflows • Deliver or coordinate enablement sessions, training resources, and best-practice guidance tailored to the customer's operational needs • Champion new feature releases within your accounts driving awareness, facilitating rollout, and tracking adoption • Maintain a consistent engagement cadence with each account: not too little, not too much and always intentional and with purpose (i.e., no valueless check-ins) Retention & Renewal Ownership • Own the renewal process for every account in your book of business, initiating conversations early, identifying risk proactively, and driving to an on-time close • Maintain accurate and up-to-date renewal forecasts within HubSpot, flagging changes in trajectory to the Director of Customer Success with sufficient lead time • Identify churn risk signals early, such as declining usage, executive turnover, unresolved support issues, budget cycles and activating intervention plans before risk becomes reality • Manage at-risk accounts with urgency and structured escalation paths, executive involvement, documented recovery plans • Achieve or exceed gross revenue retention targets across your book of business Upsell & Expansion • Identify and qualify expansion opportunities within your existing customer base — additional seats, modules, use cases, or fleet segments • Collaborate with the Sales team to advance expansion opportunities, ensuring a warm, informed handoff that preserves the customer relationship • Position upsell conversations as natural extensions of the customer's success journey, not as sales pitches, clear and tangible outcomes lead to renewal, and renewals starts at onboarding • Track and report expansion pipeline in HubSpot alongside renewal pipeline Customer Advocacy • Develop a cohort of referenceable customers within your portfolio, nurture customers willing to participate in case studies, peer conversations, advisory boards, and sales cycles • Identify customers with compelling ROI stories and coordinate with Marketing to develop formal case study assets • Cultivate relationships deep enough that when a prospect asks for a reference, you can deliver one with confidence and context • Surface customer stories, wins, and testimonials to internal teams to reinforce what good looks like Cross-Functional Collaboration • Serve as the primary internal voice for your customers, by bringing their feedback, frustrations, and feature requests to Product, Engineering, and Leadership in a structured and actionable way (e.g., jobs to be done, etc.) • Partner with the Onboarding team to ensure smooth transitions into your portfolio: no gaps in context, no restart of conversations the customer has already had • Coordinate with Support on open tickets, recurring issues, and systemic problems affecting customer health • Work with Sales on handoff quality, expansion collaboration, and account intelligence sharing Data & Reporting • Maintain accurate customer records, activities, risks, and opportunities within HubSpot • Track and report on customer health, adoption, retention, and growth metrics with your portfolio • Provide regular and accurate forecasting and account status updates to leadership The Ideal Candidate’s Profile The ideal candidate is customer-focused, proactive, data-driven, and skilled at building relationships across all levels of an organization. This role works closely with Sales, Product, Support, Marketing, and Leadership to ensure customers achieve measurable success and maximize the value of our solutions. Experience • 3–6 years of experience in Customer Success, Account Management, or a client-facing post-sales role, preferably in enterprise SaaS • Demonstrated track record of owning renewals and retention in a quota-bearing or accountable capacity • Experience managing complex, multi-stakeholder customer relationships, not just a single point of contact • Familiarity with technically complex products and the ability to understand and explain them without relying on a technical resource in every conversation • Bonus: Background in Telematics, Fleet Management, Transportation, Logistics, industrial SaaS, or operational technology environments Technical & Operational Skills • Proficiency in CRM platforms, HubSpot strongly preferred • Experience with customer success platform capabilities (e.g., health scores, success plans, projects, etc.)

Compensation:

$75-95K

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.