The Customer Success Program Manager drives Customer Success at scale, making the Customer Success team more effective and efficient in helping customers get to value quicker. In the role, you will leverage your knowledge of customer lifecycles, customer success metrics, best practices, and data/business systems to build and launch programs across all customer segments. Areas of responsibility include designing actions for our Customer Success team to engage with customers, collaborating with teams on operationalizing customer data, and improving programs/tools to increase CSM efficiency, allowing the team to focus on our highest-impact engagements.
A little about us… Fleetio is a modern software platform that helps thousands of organizations around the world manage their fleet operations. Transportation technology is a hot market and we’re leading the charge, with raving fans and new customers signing up every day. We raised $144M in Series C in June of 2023 and are on an exciting trajectory as a company.
What you’ll be doing
- Defining, leading, and tracking strategic and operational Customer Success programs to drive customer adoption, value, retention, upsell, and satisfaction.
- Develop and deliver Customer Success initiatives to improve the effectiveness and efficiency of adoption and value capabilities for Fleetio customers with data and analytics, including:
- Customer journey development, including handoffs
- Lifecycle Management Processes and Playbooks
- Digital journey development, content creation and curation, and metrics
- Adoption and Value campaigns, including collaboration with Marketing, Product / Growth, Data Teams, and Revenue Operations.
- Processes and playbooks for Customer Success Management, Onboarding, and cross-functionally with Account Management.
- Represent the Customer Success Team and our Customers in cross-functional programs/workstreams focused on Customer Experience initiatives.
- Drive cross-functional awareness of Customer Success Data, Initiatives, Campaigns, and Impact.
- Operationalizing the successful execution of the Customer Success strategy
- Designing business rules that analyze customer data, triggering actions for the customer success team to engage with customers with standardized retention playbooks.
- Developing resources, tools, and programs that allow the Customer Success Managers to focus on the highest value client engagement activities
- This is a position we consider essential to the company’s success. Be sure to mention coffee in your cover letter so we know you actually read this.
Requirements
- Progressive years of experience driving Customer Success development with a high-growth company
- Demonstrated success with cross-functional coordination, including planning, execution tracking, decision-making, and OKR management
- Experience leading cross-functional initiatives in mid-sized organizations (i.e., 250+ employees)
- Defining systems and tools requirements that improve Customer Success Management visibility into customer information and overall customer performance
- Knowledge of SaaS customer lifecycles, project management, essential Customer Success metrics, and business systems
- Excellent presentation skills with executive awareness
- A project management mindset and experience with cross-functional collaboration
Benefits
- 100% health/dental coverage (50% coverage for family)
- Vision insurance
- Incentive stock options
- 401(k) match of 4%
- PTO – 4 weeks
- 13 company holidays + 2 floating holidays
- Parental and bonding leave
- Dependent care and medical FSA
- Short and long term disability
- Community service funds
- Professional development funds
- Health and wellness initiatives
- Mac laptop + new hire equipment stipend
- Monthly catered lunches
- Fully stocked kitchen with tons of drinks & snacks
- Remote working friendly since 2012 #LI-REMOTE
Fleetio provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment. We celebrate diversity and are committed to creating an inclusive environment for all. All employment is decided on the basis of qualifications, merit and business need.