Customer Success Manager

We’re IntelliShift, a rapidly growing B2B SaaS company with 20 years of expertise in fleet management technology. IntelliShift is a fleet intelligence platform for safety and operations teams, and we empower construction, utilities, field services, and last mile delivery businesses to make the intelligent shift from siloed data using point solutions, to one simple, powerful platform. We provide these customers with a level of insight they’ve never had before to improve safety, establish next generation operational efficiency, and make intelligent decisions. Our consistent, organic growth plus a recent $70M investment has accelerated the expansion of our fantastic team and we are currently seeking to add a service-minded Customer Success Manager to the team.

The Customer Success team establishes and advances relationships from the C-suite to business line and IT leaders, middle managers, and front-line users. Customer Success Manager serve as internal advocates for their customers by sharing feedback and partnering with our teams to provide technology that is consistent with our customers' objectives and the fleet operations industry. As Customer Success Manager, you are an expert in turning customer growth opportunities into revenue without compromising your role as a trusted advisor. You will work cross-functionally with the sales, implementation, support, and service teams to ensure our customers have an exceptional IntelliShift experience.

At the end of the day, our mission is to ensure our customers have realized and maximized value with IntelliShift, and are transforming how their companies manage and operationalize their fleet operations.

This is a full-time, remote position with occasional travel to the NY HQ, trade shows, or customer sites.
What you will do:

• 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.

What you'll need to do it:

• 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.

The values you’ll live by as part of the team:

• Embrace and Drive Change – remain nimble and forward thinking
• Think Bigger - commit to growing the organization and as an individual
• Execute with Passion and Urgency – bring your “A” game
• Be a Good Human – treat everyone with respect
• Drive Trust and Transparency – open and honest communication always
• Always Put the Customer First – maintain a customer-centric mindset

We offer competitive compensation, commensurate with experience; $100-105k base plus bonus. We also offer outstanding benefits to simplify the lives of our employees and show them how much we appreciate their contributions. IntelliShift provides company-subsidized medical insurance for all employees (and largely subsidized coverage for families), dental, vision, and 401K with a 4% company contribution. This is a remote full-time, salaried position with occasional travel to the NY HQ and customers throughout the country.

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