[Hiring] Scaled Customer Success Manager @GenLogs

Role Description

The primary focus of the Scaled Customer Success Manager role is to provide world-class customer experience for our growing customer base, at scale. As a Scaled CSM, you will own a high-volume portfolio of SMB accounts and be responsible for driving adoption, customer outcomes, and retention through repeatable, one-to-many programs rather than individualized account plans. You will run the digital-first engagement model that ensures customers realize measurable value from GenLogs’ Truck Intelligence™ platform.

What You'll Do

• Scaled Account Management: Own and manage a book of 50+ customer accounts using a mix of 1:1 engagement and automated tooling, with a key focus on implementation and renewal.
• Implementation and activation: Onboard and train new users to ensure successful setup, user activation, and operational integration.
• Training and enablement: Implement and execute scalable customer success playbooks, workflows, and training resources that drive product adoption across the full segment simultaneously (webinars, email nurture campaigns, knowledge base content, in-app messaging).
• Proactive account management: Proactively engage customers for 1:1 business review meetings when adoption or renewal risk is detected.
• Expansion and renewal: Identify growth opportunities and at-risk renewals through aggregate usage patterns and trends. Drive renewals and expansion via low-touch, repeatable motions (self-serve upgrade paths, automated renewal outreach).
• Cross-functional collaboration: Work closely with Support, Product, Engineering, and Data teams to resolve customer challenges at the segment level and communicate customer feedback.
• Automation and scale: Partner with Customer Support and the SVP of Customer Experience to build and maintain self-serve onboarding flows, guides, and automated activation sequences.
• Customer advocacy: Serve as the voice of the customer internally, surfacing insights from aggregate segment data that improve product development and customer experience.
• Travel: Minimal travel required; role is primarily remote/digital-first, with occasional travel for internal team gatherings.

Qualifications

• Roll-up-your-sleeves attitude, you thrive in ambiguity and can execute as well as strategize.
• 3+ years of experience in Customer Support, Customer Success, Account Management, or related customer-facing roles.
• Experience managing a large portfolio customers preferred but not required.
• Demonstrated success driving retention, customer adoption, and satisfaction.
• Strong written communication and presentation skills, including building email campaigns, in-app messaging, and self-serve content.
• Strong analytical and problem-solving abilities, with comfort interpreting usage/health-score data across a large account base.
• Experience with CS or marketing automation platforms preferred.
• B2B SaaS experience required.
• Transportation/logistics or commercial auto insurance experience preferred.

Benefits

• Healthcare: Employer-covered comprehensive medical, dental, and vision plans for employee and dependents.
• Employer contribution towards premiums of optional higher-end plans.
• Time Off: Unlimited PTO, sick leave, company holidays (GenLogs observes all federal US Government holidays), flexible leave for caregiving and medical needs.
• Family Support: Paid parental leave.
• Professional Development: Budget availability for approved professional development courses, certifications, and training.
• Travel Support: 100% travel reimbursement for all approved company travel and spending.
• Retirement Savings: 401(k) plan.