[Remote] Mid-Market Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Onfleet is a company dedicated to enhancing delivery solutions for customers. They are seeking a Mid-Market Customer Success Manager to foster relationships with mid-market clients, ensuring their success and optimizing their experience with the Onfleet platform.

Responsibilities

• Develop and maintain strong, long-lasting relationships with your assigned customers
• Grow your book of business through a feature-based approach, mapping customer needs to Onfleet capabilities and expanding adoption of high-value features
• Proactively identify account risks and drive mitigation strategies
• Demonstrate ROI and communicate the value of Onfleet products/services
• Develop account-specific strategies to drive adoption, expansion, and retention
• Address customer issues promptly and effectively to maintain high satisfaction levels
• Monitor and analyze customer health metrics, NPS scores, and other relevant data
• Provide regular updates on account status, risks, and opportunities to management
• Identify, forecast, and close expansion and upsell opportunities, including the pricing and packaging conversations that reflect the value customers realize
• Act as the voice of the customer internally, working with product, sales, and other teams
• Effectively manage key customer projects, as needed
• Conduct regular check-ins and executive reviews (EBRs), as necessary and for certain accounts, to assess customer health and satisfaction

Skills

• Bachelor's degree
• 5+ years of experience in customer success
• Proven track record of managing and growing a book of business, including expansion and upsell driven by feature adoption
• Strong communication and presentation skills
• Relationship building and management
• Attention to detail, skilled at project management and prioritization
• Experience with pricing, packaging, and negotiating commercial terms such as renewals, expansions, and upsells
• Excellent problem-solving and analytical abilities
• Passion for building repeatable and efficient processes
• Continuous improvement mindset, intellectually curious
• Quick learner with the ability to quickly digest technical knowledge
• Negotiation and conflict resolution
• Strategic thinking and planning
• Ability to work independently and as part of a team
• A strong ethical foundation and the desire to do good in the world
• Experience with software tools generally used by Customer Success, such as Customer Relationship Management (CRM) tools and other customer and product-related tools. We use Salesforce, Productboard, Jira, Confluence, Intercom, Amplitude, Outreach and Customer.io in varying degrees in Customer Success
• Understanding and passion for the customer journey and customer success best practices, including detailed metrics
• In-depth understanding of the industry and product/service offerings

Benefits

• Performance-based incentive/commission structure as part of the total compensation package
• Employee stock options
• Comprehensive health, dental, and vision pending location
• Flexible PTO
• Company 401k pending location
• A collaborative team of people who live our core values everyday

Company Overview