Senior Customer Success Program Manager

4 hours ago

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Fleetio

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Fleet Management Software • Fleet Maintenance Software • SaaS

201 - 500

Description

•The Sr. Customer Success Programs Manager is key in scaling Customer Success at Fleetio. •This role focuses on making the Customer Success team more efficient and effective, enabling customers to achieve value faster and more consistently. •You will leverage your deep understanding of the customer lifecycle, success metrics, and best practices, combined with your ability to harness data and business systems, to design and implement programs that enhance the customer experience across all segments. •You’ll be responsible for developing and launching strategic initiatives that empower the Customer Success team to engage with customers at the right time with the right message. •In collaboration with cross-functional teams, you’ll ensure customer data is operationalized effectively, driving proactive engagement and maximizing the impact of Customer Success Managers (CSMs). •By optimizing programs and tools, you’ll enable the team to focus on the highest-value activities that drive retention, adoption, and customer satisfaction. •Fleetio is a modern software platform that helps thousands of organizations around the world manage their fleet operations. •Transportation technology is a hot market and we’re leading the charge, with raving fans and new customers signing up every day. •We raised $144M in Series C in June of 2023 and are on an exciting trajectory as a company. •Fleetio is also a proud founding member of the Rails Foundation!

Requirements

•6+ years of experience building and scaling customer success programs, preferably in a SaaS environment or similar high-growth, fast-paced company •Demonstrated ability to lead cross-functional teams, drive key decisions, and deliver results through OKR alignment. •Experience leading cross-functional initiatives in mid-sized organizations (i.e., 250+ employees) •Knowledge of SaaS customer lifecycles, project management, and essential Customer Success metrics •Experience in strategic campaign design, management, and outcome-focused execution in a B2B SaaS or other technology-focused industries •Maintaining systems and refining tools requirements that improve Customer Success Management visibility into customer information and overall customer performance •Experience with CRM software such as Salesforce and Gainsight •Excellent presentation skills with executive awareness

Benefits

•Multiple health/dental coverage options •Vision insurance •Incentive stock options •401(k) match of 4% •PTO - 4 weeks •12 company holidays + 2 floating holidays •Parental leave- birthing parent (16 weeks paid) non-birthing (4 weeks) •FSA & HSA options •Short and long term disability (short term 100% paid) •Community service funds •Professional development funds •Wellbeing fund - $150 quarterly •Business expense stipend- $125 quarterly •Mac laptop + new hire equipment stipend •Remote working friendly since 2012 #LI-REMOTE