Manager of Customer Success
Leads a team of Customer Success Managers while managing a personal book of business, driving onboarding, activation, retention, and expansion for fleet and fuel card customers. Requires 5+ years in CS or account management with 2+ years managing teams, player-coach experience, and data fluency.
About the job
What You'll Do
- Lead & Coach: Manage and mentor a team of high-performing CSMs, focusing on call coaching, onboarding execution, fleet activation, and account health.
- Own Accounts: Carry a book of business to stay close to the customer experience and model best-in-class onboarding, retention, and expansion skills.
- Drive Activation: Ensure your team drives velocity and depth of onboarding.
- Create Value: Help CSMs demonstrate customer value across the lifecycle—from onboarding through maturity—with account-specific plans tied to clear use cases.
- Maximize Expansion: Support CSMs in creating CSQOs and building a proactive expansion pipeline.
- Upskill the Team: Develop a repeatable 1:1 coaching and enablement framework to improve onboarding, account health, and teammate performance.
- Build Systems Excellence: Champion operational rigor and data fluency across Salesforce, Sigma, Outreach, and our AI toolkit to guide prioritization and performance.
What We're Looking For
- 5+ years in Customer Success or Account Management, with 2+ years managing CSMs or frontline customer-facing teams
- A proven player-coach: you lead by example while enabling others to succeed
- Track record of high-touch onboarding and expansion motions in SMB and mid-market
- Expertise in creating structure from ambiguity—using data, systems, and coaching to drive repeatable outcomes
- Strong communicator with a bias for clarity, urgency, and action
- Deep empathy for customers—and for the CSMs who serve them
- Bonus: familiarity with fintech, SaaS, or operations-heavy customer segments
Compensation
On Target Earnings: $120,000 - $140,000 Equity grant: commensurate with level determined at the discretion of the company, with meaningful potential upside given the company’s early stage Benefits:
- Medical, dental and vision insurance
- Unlimited paid time off (vacation, personal well being, paid holidays)
- Paid parental leave
- $400 accessories allowance for home office setup to be spent on a keyboard, mouse, headphones, etc.
- Free lunch every Friday
Skills
Salesforce, Sigma, Outreach, Customer Success, Account Management, Onboarding, Retention, Expansion, Fintech, SaaS
Similar jobs
Customer Success jobs
Kodex
United States
Own onboarding, adoption, retention, renewals, and expansion for strategic SaaS customers while building scalable Customer Success processes. The role requires at least five years of customer-facing experience, SaaS or account management expertise, strong executive communication, and technical fluency.
Skydio
United States
Own implementation, adoption, retention, and expansion for mid-market public safety customers using Skydio’s autonomous drone solutions. The role requires enterprise technology delivery experience, strong customer engagement and project management skills, remote customer success experience, and travel.
Sourcegraph
United States
Manages enterprise and commercial customer accounts for a technical SaaS product, driving adoption, renewal health, and expansion. The role requires customer-facing experience, technical SaaS familiarity, strong presentation skills, and analytical, autonomous execution.
Harvey
New York, NY
Own retention, renewals, and expansion across a high-volume Enterprise SaaS customer portfolio. The role combines consultative engagement, data-driven health monitoring, QBRs, and cross-functional collaboration to drive adoption and revenue growth.
CodeRabbit
San Francisco, CAOwn the customer journey for enterprise accounts using an AI-powered code review platform, driving adoption, renewals, and expansion. The role requires 5+ years in customer success or account management, technical fluency, executive communication, and familiarity with software development tools.