[Hiring] Customer Success Manager @ServiceUp

Role Description

ServiceUp is building its Customer Success function, and we’re hiring Customer Success Managers (CSMs) to run it day to day. You’ll own a portfolio of customer accounts after the contract is signed:

• Getting them live, getting their vehicles and people onto the platform, and keeping them there.
• Our revenue is driven by usage, so every repair order (RO) a customer routes through ServiceUp is a direct measure of whether they’re getting value, and of whether you’re succeeding.

You’ll own the operational relationship with the fleet managers, maintenance leads, dispatchers, and drivers in your accounts:

• Each account has a Sales and CS pair: Sales owns the contract, pricing, and renewals, and you make sure the customer gets the value we promised.
• You’ll report to the Head of Customer Success and work with Operations, the shop network team, and Product to clear what gets in your customers’ way.

Qualifications

• 4+ years in Customer Success at a B2B SaaS company + experience in the Fleet industry.
• A record of improving retention and adoption that you can show in numbers.
• Experience in a usage-based or transaction-based revenue model.
• Comfort with data: you can pull usage data, identify slipping accounts and walk a fleet manager through their own numbers to understand how value is being delivered to their business operations.
• Hands-on use of AI tools to cut manual CS work and cover more accounts.
• Strong organization and project management across multi-site implementations with many stakeholders.

Requirements

• Run onboarding for your accounts from signed contract to steady-state usage, with clear milestones and targets for time to first RO and time to value.
• Become an expert in the product and work with customers to configure the platform during onboarding, and ongoing platform optimization to ensure that they derive maximum value from it.
• Take the handoff from Sales and coordinate launch work across data load, user setup, approval rules, shop coverage, and integrations (fleet systems, telematics, ERP), then train fleet managers, maintenance leads, and drivers.
• Drive each account to the definition of “adopted”, find the gaps between expected and actual usage, and close them with Operations and the shop network team with a goal of ensuring that the platform is the fleet’s “system of record” for maintenance and repair.
• Run operational business reviews that show customers their value in their own numbers: cycle time, cost per repair, downtime, and savings.
• Keep every account in your portfolio scored in the account health model, and run save plans for at-risk accounts with a named owner and next steps.
• Record the root cause of every decline or churn in your portfolio and bring it to the monthly cross-functional churn review.
• Identify expansion opportunities, such as new locations or repair types, and hand them to Sales.
• Keep account records current in our CRM, and report monthly on your portfolio’s RO volume, time to value, and account health.

Benefits

• Competitive pay with equity
• Medical, dental, and vision coverage
• Flexible PTO and company holidays
• Remote-friendly setup with home office support
• Learning and development budget
• Wellness stipend to support your health and well-being
• Paid parental leave
• Benefits may vary by location and role.