What are the responsibilities and job description for the Customer Success Manager - Piston position at Pear VC?
Customer Success Manager
What you will be doing:
Onboard & Activate New Customers: Guide new customers through implementation and setup to ensure fast time-to-value and a smooth transition from sales.
Drive Adoption & Retention: Build relationships with key stakeholders, monitor account health, and proactively address issues to reduce churn and increase engagement.
Be a Strategic Partner: Help customers understand how to best use Piston to reduce fuel spend, eliminate fraud, and track driver behavior. Provide training and support tailored to their business goals.
Identify Growth Opportunities: Spot upsell and cross-sell potential and collaborate with sales to grow accounts organically.
Customer Advocacy: Collect and share customer feedback with Product and Engineering to inform roadmap decisions and improve the platform.
Process Improvement: Help shape scalable customer success playbooks as we grow. You’ll be in the weeds—and helping pave the road.
Manager an international remote team
What you should have:
2–4 years in a customer-facing role (Customer Success, Support, and Onboarding), ideally in a B2B SaaS or fintech environment
Experience managing post-sale relationships and driving retention and expansion
Strong communicator who can connect with operators, owners, and executives alike
Familiarity with CRM tools (Salesforce, HubSpot, jira, etc.) and success metrics (retention, NPS, time-to-value)
Experience of managing a team
Ability to thrive in a fast-moving, startup-style environment with shifting priorities and big goals
What we hope you have:
Experience working with SMBs or in industries like logistics, transportation, or fleet management
Familiarity with payments, expense tracking, or fraud prevention tools
Data-savvy—comfortable reading usage trends or digging into account analytics
Experience managing international remote teams