Customer Success Manager

Role Overview

As a Customer Success Manager, you will own customer relationships, product adoption, retention, renewals, and growth across an assigned book of business. You will report to the Director of Fleet Success and work alongside the Fleet Success team.

What You Will Do

Drive Adoption, Measurable Outcomes & Strategic Engagement, Grow Accounts & Improve the Customer Experience, Own Retention, Renewals & Account Health, and Cross-Functional Customer Advocacy.

Why It Might Be a Fit

You will be responsible for building trusted relationships across customer organizations, managing renewal dates and contract terms, recognizing usage and engagement risks early, and confidently navigating difficult conversations, price increases, and renewals.

Requirements

• At least two years in a Customer Success Manager role at a SaaS company
• Direct experience with renewals, price increases, and upsells or expansions
• Demonstrated ownership of a book of business and accountability for customer outcomes and retention
• Strong business acumen, discovery skills, relationship management, objection handling, and follow-through
• Ability to conduct customer business reviews and use CRM and account-health information effectively
• Comfort using AI tools weekly to prepare calls, draft communications, and analyze account information
• Excellent verbal and written communication; confident with phone and video meetings
• Self-directed, team-oriented, adaptable, and willing to travel domestically 10–15%

Benefits

• 401(k) with 6% Safe Harbor match (100% vested day one)
• Flexible PTO built on trust and manager-approved time off
• Cigna PPO and HSA medical options with company contributions ($780–$1,950 annually)
• Garner Health HRA: up to $1,000 individual / $2,000 family reimbursement opportunity
• Wellness rewards up to $350 annually; virtual care and mental health resources
• Company-sponsored benefits including dental, vision, EAP, life, STD, LTD, legal plan, and identity theft protection options
• Additional employee perks, wellness initiatives, and discount programs