Experienced Remote Customer Success Manager – Fleet Management Technology Expertise for B2B SaaS Industry Leader

Introduction to IntelliShift

We are IntelliShift, a pioneering B2B SaaS company that has been at the forefront of fleet management technology for over 20 years. Our innovative fleet intelligence platform is designed to empower businesses in the construction, utilities, field services, and last mile delivery sectors to make informed decisions, enhance safety, and optimize operational efficiency. With a recent $70M investment, we are expanding our exceptional team and seeking a highly skilled and service-oriented Customer Success Manager to join our ranks.

About the Role

The Customer Success team plays a vital role in establishing and nurturing relationships with our clients, from C-suite executives to business line and IT leaders, middle managers, and front-line users. As a Customer Success Manager, you will serve as an internal advocate for your customers, providing feedback and collaborating with our teams to deliver technology solutions that align with our customers' objectives and the fleet operations industry. Your expertise in identifying and executing growth opportunities will drive revenue growth while maintaining your role as a trusted advisor. You will work closely with our sales, implementation, support, and service teams to ensure an exceptional IntelliShift experience for our customers.

Key Responsibilities

• Develop and manage a client portfolio with in-depth knowledge of 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 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

Essential Qualifications

• 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 with 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

Preferred Qualifications

• 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

Our Values

At IntelliShift, we live by the following values:

• 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

Career Growth Opportunities and Learning Benefits

At IntelliShift, we are committed to the growth and development of our employees. As a Customer Success Manager, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our customers. You will also have access to training and development programs, mentorship, and career advancement opportunities.

Work Environment and Company Culture

Our company culture is built on a foundation of respect, trust, and open communication. We believe in fostering a collaborative and inclusive work environment that encourages creativity, innovation, and growth. As a remote employee, you will be part of a distributed team that values flexibility, autonomy, and work-life balance.

Compensation, Perks, and Benefits

We offer a competitive compensation package, commensurate with experience, including a base salary of $100-105k plus bonus. Our benefits package includes company-subsidized medical insurance, dental, vision, and 401K with a 4% company contribution. We also provide opportunities for professional growth and development, recognition and rewards for outstanding performance, and a fun and dynamic work environment.

Conclusion

If you are a motivated and results-driven Customer Success Manager with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Join our team of talented professionals and contribute to the success of our customers and the growth of our company. Apply now and take the first step towards a rewarding and challenging career with IntelliShift!