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Whip Around · 1 day ago

Senior Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$95K/yr - $120K/yr

7+ years exp

Whip Around is a growing SaaS scale up and emerging leader in the fleet technology arena. They are seeking a Senior Customer Success Manager to maintain the health, growth, and success of their customer base by ensuring customers leverage their product effectively. The role involves driving customer retention, developing customer success programs, and engaging with key stakeholders.

ComplianceFleet ManagementMobile AppsSaaSSoftware

Responsibilities

Drive customer retention and renewal plan and customer loyalty

Define, position, and sell solution offerings (cross-sell / upsell) to customer

Define, design, develop, execute, and continuously refine Customer Success program plan at customer level

Define, Position, and Help implement adoption strategies for customers

Provide Whip Around solution best practices, business coaching and "value-added" expertise as customer "advisor"

Help to shape change in customer engagement and Whip Around solution strategy

Maintain customer cadence for product knowledge, new feature requests, and user/customer dialog

Provide thought leadership and messaging to increase customer engagement with Whip Around

Represent Whip Around programs with Key Stakeholders (ie operational contacts, decision makers and econ buyers) and in periodic business reviews

Work with Product, Sales, Marketing, and other teams to identify best practices and new program opportunities/offerings for customer

Define, design and communicate content in support of relevant customer programs to drive maximum ROI

Drive metrics at customer including dimensions of Operational Efficiency, Compliance, Cost Reduction, etc across digital Inspections and Maintenance

Drive thought leadership in customer loyalty and the voice of the customer associated with owned programs

Create customer reference and referral strategy based on business outcome value

Qualification

Customer Success ManagementB2B SaaS experienceSalesforceCross-functional collaborationFleet Industry knowledgeVideo ConferencingCuriosityBias for actionCommunication skills

Required

Strong phone presence, be comfortable communicating over zoom, phone and email

Be comfortable speaking with various customer personas (e.g. product users, decision makers, executives as needed) and engaging with humans daily

Passion for technology and for being a part of a fast-growing SaaS company

Be curious with our customers. Learn about their businesses and their challenges

A willingness to learn and embrace new ideas

Bias for action

7+ years experience in Customer Success

Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Tech Support)

Experience in B2B SaaS

Some experience using Salesforce, Gainsight, Video Conferencing, Slack, email and word processing tools

Preferred

Understanding of the Fleet Industry

Benefits

Unlimited PTO: Never worry about running out of leave again - use your paid time however you wish!

Subsidized Healthcare: We offer a range of generously subsidized healthcare plans to suit you and your loved ones

Retirement Support: We offer 401(k) matching to support retirement

Family-Friendly: We offer a paid parental leave and additional support for primary and non-primary caregivers.

Birthday Leave: We believe no one should have to work on their birthday

Growth & Development: We support all members of our team with professional development plans, with the opportunity to participate in extra learning to grow their skills and careers

Team Fun: We host regular team lunches, happy hours, events and get togethers for our teams to come together and celebrate with each other