Strategic Customer Success Manager

About Our ClientThe hiring company is an industry leader in the Connected Operations Cloud. They aim to enhance the safety, efficiency, and sustainability of physical operations that drive the global economy, such as agriculture, construction, transportation, field services, and manufacturing. They offer a range of product solutions, including Video-Based Safety and Equipment Monitoring, among others.As a recently public company, you'll have the autonomy and support to make a significant impact. They have won several awards, including Glassdoor's Highest-Rated Tech Companies for Culture and Values 2023 and Financial Times The Americas' Fastest Growing Companies 2023. They believe data can revolutionize physical operations and welcome you to join them on this journey.About the RoleThe Strategic Customer Success Manager of the hiring company pick up where the Implementation team leaves off, working closely with top customers to understand their fleet and unique challenges, advising on how to customize the hiring company's services for their needs, and becoming their long-term partner.The role will be cross-functional in nature, working alongside and connecting Sales, Support, Sales Engineering, and Product, enabling individuals to experience multiple aspects of the hyper-growth company from within.You Should Apply if:You want to impact the industries that run the world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.You thrive the most when solving problems: The constantly expanding technology and the complexities faced by customers provide an exciting range of challenges for the Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with customers to find unique solutions to help keep their operations safe, efficient, and sustainable.You are a natural relationship builder: Whether the relationship is with customers or with cross-functional teams in the hiring company, you are in constant communication and collaboration with key stakeholders to win as a team.You are the architect of your own career: If you put in the work, this role won’t be your last at the hiring company. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.You want to be with the best: At the hiring company, they win together, celebrate together, and support each other. You will be surrounded by the best and brightest professionals out there.In this role, you will:Be on the front-lines and ensure customers increase the safety, efficiency, and sustainability of their operations with the IoT platformCompose joint success plans with customers, outlining their objectives, metrics, timelines, and effectively removing any barriers to achieving business valueOrchestrate executive business reviews with customers’ decision makers and the company's executive leadership where they look back at past successes and align on upcoming goalsConduct workshops with customers to break down their current operations and recommend workflow changes to get the most out of the servicesDeeply understand the hiring company's platform’s capabilities and explain them to businesses of all types - field services, utilities, long-haul transportation, school buses, and many moreServe as a mentor to the wider Customer Success and Support teamsChampion, role model, and embed the hiring company’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as they scale globally and across new officesMinimum Requirements for the Role:6+ years of experience in a Customer Success, account management, or strategic consulting role. Enterprise SaaS experience preferredThis is a demanding position with high internal visibility, that requires strong priority management and high emotional intelligenceExperience assisting or working with technical productsSolutions-oriented with strong problem-solving skillsProven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering leadership, day-to-day users of the softwarePassion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environmentDiplomacy, tact, and poise under pressure when working through customer issuesBachelor’s degree from a 4-year institutionAn Ideal Candidate Also:Has a strong bias for action, the ability to think big, with insistence on high standardsHas experience serving and partnering with large-scale business solutions at Fortune 500 companiesThrives in an unstructured, fast-paced, and change-heavy environmentSalary Range$104,720—$176,000 USDBenefitsFull-time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, charity fund, and much more.

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