Customer Success Manager, SMB
Headquarters: Birmingham, AL
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As a Customer Success Manager at Fleetio focused on small & mid-market customers (SMBs), your job is to develop and execute a one-to-many customer engagement strategy that enables customer success at scale. If you have a knack for scaling operations and processes, enjoy taking on the challenge of educating hundreds of customers at scale, and excel at marketing the right message to the right customers, we would love your help in taking care of our customers!
You’ll be directly responsible for keeping our customers happy and productive through a combination of customer engagement and marketing tactics. You’ll create innovative and effective communications to help our growing customer base adopt our software. You’ll need some technical expertise, love talking to customers, have an analytical mindset, and want to drive feature adoption through scalable efforts.
Companies around the world rely on Fleetio to manage their fleet operations and monitor their drivers. We take customer service seriously and consider this role essential to the company’s success. Be sure to mention coffee in your application so we know you actually read this.
Work with the Customer Success team to understand our customer’s challenges and identify scalable and effective solutions to their biggest pain points
Initiate and execute end-to-end engagement marketing strategies focused on driving product adoption and ongoing usage of Fleetio to improve customer health and deliver full value of our platform to your customers
Create friendly yet effective adoption and habit-driving content to drive customer engagement and retention
Connect with customers via scalable channels (emails, in-app messages, videos, webinars, and other communications) to help solve problems, develop goals, drive product adoption, and identify trends
- Bring the voice of the customer as you partner with engineering, marketing, product, and sales to deliver best-in-class customer experience - from the product to the inbox, to interactions with our team
- Measure, track and analyze results, report progress, and optimize programs continuously through innovative practices (A/B testing, statistical testing) and drive new ideas, initiatives, and projects across the organization
Be an expert advisor on the Fleetio platform and integrations, while remaining fluent on data and analytics industry trends
Help identify and build great customer success practices across the team
A combination of account management, customer success, analytics, growth, or marketing experience
Self-motivation, strategic thinking, and above average communication and creative planning skills
The ability to work and thrive in a fast-paced, dynamic, and evolving environment
You work well in teams and across organizations and you consider yourself a great communicator.
Passion for innovation, a desire to improve processes, and to work smarter, not harder! If there’s a way to reduce redundant work, you’re on it.
- Comfortable with change, with experimenting, and with trying new ideas.
At least five years experience in customer-facing roles in a SaaS environment and experience in managing customer programs from ideation, to execution, to effectiveness analytics.
A proven record of creating content and training that drives adoption and usage. We’d love to see your portfolio or some samples of your work and outcomes!
Aptitude for digesting and communicating technical and analytical concepts across audiences of varying technical ability.
A reputation with cross-functional teams as being accountable, innovative, and reliable.
A Bachelor’s degree in Marketing or Communications or equivalent experience required.
- Experience in the Fleet Management industry is a plus!
- 100% coverage of health and dental insurance
- Meaningful company equity
- Book program and professional development budget
- Mac laptop and whatever tools you need
Apply for this position
Please submit your application at https://fleetio.workable.com/jobs/640436/candidates/new