Customer Success Manager

August 7

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IntelliShift

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Asset Tracking • vehicle tracking • GPS Tracking • Fleet management • Telematics

51 - 200

Description

• Develop and manage a client portfolio with a deep knowledge of the customers' business goals and success criteria. • Manage all customer subscriptions to ensure high retention and mitigate churn risk. • Identify and execute growth opportunities tied to upsell, cross-sell, and expansion. • Proactively manage SaaS renewals to ensure contractual continuity. • Build and foster relationships with all contact levels, with emphasis on value-added relationships with executive and senior leadership. • Engage with customers on a regular cadence to ensure business alignment and to maximize their value from the partnership. • Manage the customer through the lens of the customer journey, achieving all milestones along the way. • Act as a liaison between the customer and other teams at IntelliShift to prioritize issues, elicit feedback, or present customers with new opportunities. • Proactively manage customer health and engagement to mitigate business risk.

Requirements

• 5+ years of experience as a Customer Success Manager, Account Manager, and/or business-outcome accountable Sales Executive. • 5+ years of experience managing a portfolio of customers with diverse and complex needs across various stages of the customer relationship and SaaS lifecycle. • 5+ years of experience working with executive and senior management leaders and teams. • Expertise in setting and managing expectations with multiple stakeholders, both win customers and internally to ensure organizational alignment. • Proven ability to simultaneously manage a portfolio of 20-50 Enterprise customers. • Experience as a cross-functional program manager, orchestrating the appropriate internal resources to help ensure your customers are achieving their business and IntelliShift partnership goals. • Excellent communication and interpersonal skills. • High technical aptitude and interest in learning new technologies. • Experience with SaaS customer success processes. • Patience and active listening skills with a passion for service AND for driving business growth. • Proven experience managing and negotiating complex contracts. • Team-oriented mindset with a strong ability to develop relationships internally and externally. • Experience acting as a change agent in complex organizations, with both customers and internally at IntelliShift. • Experience as a Salesforce user required. • Experience managing a pipeline of renewals and upsell opportunities. • Experience with Customer Success software. • Experience with fleet operations, AI video, and/or telematics.

Benefits

• Company-subsidized medical insurance for all employees (and largely subsidized coverage for families) • Dental, vision, and 401K with a 4% company contribution