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FleetWorks · 1 month ago

Senior Customer Success Manager

San Francisco

Full-time

Onsite

Senior Level

FleetWorks is a company focused on transforming the freight booking process into a modern marketplace. As a Senior Customer Success Manager, you will manage critical customer relationships and define the customer success strategy from the ground up.

Transportation/Trucking/Railroad

Responsibilities

Manage the full customer lifecycle, acting as the primary owner from pilot kickoff through implementation, adoption, and renewal

Program manage high-stakes pilots and implementations, ensuring timelines are met and customers realize immediate value from our platform

Work closely with Engineering to scope and deliver on individual customer integration requirements, acting as the technical voice of the customer

Build the CS foundation (0-to-1) by creating documentation, establishing operating procedures, and designing the engagement cadences we need to scale

Drive ongoing customer education, ensuring users understand the full power of our voice agents and platform features

Learn from others and teach those around you

Qualification

B2B customer successAccount managementSales engineeringTechnical aptitudeBuilder mindset

Required

Professional experience in b2b customer success, account management, sales engineering or implementation, in an entrepreneurial environment

A 'builder' mindset: You are excited to be the second member of the team and want to work on 0-1 projects like building playbooks and defining processes

Technical aptitude: You are comfortable working hands on with complex requirements gathering and configurations and collaborating with engineers to make sure we deliver on our promise

A healthy appreciation for hard problems—we are transforming a massive, complex industry and we're just getting started