Senior Customer Success Manager

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Whip Around

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Online fleet maintenance software. Connects drivers, mechanics and fleet managers to improve vehicle and asset uptime

SaaS • Transport • Software • DVIR • DOT Compliance

51 - 200

💰 $14M Series B on 2021-12

Description

• Customer Success Managers play a critical role in maintaining the health, growth, and success of our customer base. • Customer Success Managers are assigned a portfolio of customers and their sole responsibility is to ensure they leverage Whip Around to optimize their business through adoption, growth, and retention. • Drive customer retention and renewal plan and customer loyalty. • Define, position, and sell solution offerings (cross-sell / upsell) to customer. • Define, design, develop, execute, and continuously refine Customer Success program plan at customer level. • Define, Position, and Help implement adoption strategies for customers. • Provide Whip Around solution best practices, business coaching and “value-added” expertise as customer “advisor”. • Help to shape change in customer engagement and Whip Around solution strategy. • Maintain customer cadence for product knowledge, new feature requests, and user/customer dialog. • Provide thought leadership and messaging to increase customer engagement with Whip Around. • Represent Whip Around programs with Key Stakeholders (ie operational contacts, decision makers and econ buyers) and in periodic business reviews. • Work with Product, Sales, Marketing, and other teams to identify best practices and new program opportunities/offerings for customer. • Define, design and communicate content in support of relevant customer programs to drive maximum ROI. • Drive metrics at customer including dimensions of Operational Efficiency, Compliance, Cost Reduction, etc across digital Inspections and Maintenance. • Drive thought leadership in customer loyalty and the voice of the customer associated with owned programs. • Create customer reference and referral strategy based on business outcome value.

Requirements

• Strong phone presence, be comfortable communicating over zoom, phone and email • Be comfortable speaking with various customer personas (e.g. product users, decision makers, executives as needed) and engaging with humans daily • Passion for technology and for being a part of a fast-growing SaaS company • Be curious with our customers. Learn about their businesses and their challenges • A willingness to learn and embrace new ideas • Bias for action • 5+ years experience in Customer Success • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Tech Support) • Experience in B2B SaaS • Some experience using Salesforce, Gainsight, Video Conferencing, Slack, email and word processing tools • Understanding of the Fleet Industry preferred

Benefits

• Unlimited PTO: Never worry about running out of leave again - use your paid time however you wish! • Subsidized Healthcare: We offer a range of generously subsidized healthcare plans to suit you and your loved ones. • Retirement Support: We offer 401(k) matching to support retirement. • Family-Friendly: We offer a paid parental leave and additional support for primary and non-primary caregivers. • Birthday Leave: We believe no one should have to work on their birthday. • Growth & Development: We support all members of our team with professional development plans, with the opportunity to participate in extra learning to grow their skills and careers. • Team Fun: We host regular team lunches, happy hours, events and get togethers for our teams to come together and celebrate with each other.