Customer Success Manager

6 days ago

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

+6 more states

🌵 Arizona – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌪️ Oklahoma – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote 🧀 Wisconsin – Remote

💵 $80k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Fullbay

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Fullbay is a comprehensive software solution designed specifically for diesel repair shops and other heavy-duty repair operations. The company offers a range of tools to streamline various aspects of shop management, including estimates and invoices, service order workflow, inventory management, and customer communication. Fullbay integrates with accounting systems for seamless bookkeeping and supports two-way texting between customers and shops. It also provides specialized repair software for fleet maintenance, mobile operations, and specific industries such as agricultural and emergency vehicles. With features like reporting, MOTOR integration for repairs, and secure cloud-based data, Fullbay aims to maximize shop efficiency and enhance profitability while contributing to safer roads.

Shop management software • Electronic authorization • Customer portals

51 - 200 employees

☁️ SaaS

🏢 Enterprise

🚗 Transport

💰 Venture Round on 2019-05

📋 Description

• As a Customer Success Manager, you will be the primary point of contact for a portfolio of customers, driving adoption, retention, and growth. • You’ll develop strong relationships with shop owners and managers, understand their business goals, and proactively provide guidance to ensure they achieve success with Fullbay. • Build and maintain strong, long-term relationships with customers: defining, measuring, and supporting continuous value in Fullbay. • Act as a trusted advisor by understanding customer goals and challenges, and providing proactive recommendations using and beyond Fullbay products and services. • Drive product adoption by educating customers on best practices and new features. • Proactively monitor customer health metrics and engagement to identify risks and opportunities. • Support customers as they transition from implementation to long-term success. • Collaborate cross-functionally with Onboarding, Sales, Support, and Product teams to resolve customer issues and drive improvements. • Advocate for customers internally by providing critical feedback to the Product team not just on bugs or features, but on broader strategic product roadmaps and market fit. • Implement initiatives at every stage of the customer lifecycle to improve customer outcomes, including regular business reviews that go beyond product adoption to help customers align Fullbay’s solutions with customers’ evolving business needs. • Manage and own annual contract renewals and commercial questions to maximize net revenue retention by reducing churn and downsell. • Identify expansion opportunities and work closely with Sales and Marketing on shared upsell strategies. • Adheres to all confidentiality and compliance regulations.

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, or a related field, preferably in SaaS. • Experience working with SMB customers, particularly in the automotive or heavy-duty repair industry, is a plus.