Customer Success Manager

View full description

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.

Responsibilities:

• 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.