Customer Success Director

Swooped; United States; Remote; USD 130,000 - 140,000; Full time

Job summary

A rapidly growing B2B SaaS company in fleet management technology is hiring a Customer Success Director. The role involves building strategic relationships with enterprise clients, ensuring high retention, and driving customer value to transform their fleet operations. Candidates should possess significant experience in customer success within the SaaS industry.

Benefits

Company-subsidized medical, dental, and vision insurance

401K with a 4% company contribution

Outstanding employee benefits

Qualifications

• 5+ years in managing large enterprise customer relationships.
• Proven experience managing SaaS customer success processes.
• Experience negotiating complex contracts.

Responsibilities

• Develop and manage relationships with high-value enterprise customers.
• Ensure customer retention and mitigate churn risk.
• Drive business growth through upsell and cross-sell strategies.

Skills

Customer Success Management

Interpersonal Skills

Technical Aptitude

Change Management

Tools

Salesforce

Customer Success Software

Job description

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A rapidly growing B2B SaaS company in fleet management technology is seeking a Customer Success Director. This role focuses on building strong, strategic relationships with customers across all levels—from executives to end users. The company provides a unified fleet intelligence platform to industries like construction, utilities, and delivery services, helping them improve safety and operational efficiency.

The Customer Success Director will act as a trusted advisor and customer advocate, working cross-functionally with internal teams to ensure a seamless experience and long-term value. The goal is to help customers fully realize the platform’s potential and transform their fleet operations.

What you will do:

• Develop and manage a small portfolio of large, high-value enterprise customers with a deep knowledge of the customers' business goals and success criteria.
• Manage all customer subscriptions to ensure high retention and mitigate churn risk.
• Identify and execute growth opportunities tied to upsell, cross-sell, and expansion.
• Proactively manage SaaS renewals to ensure contractual continuity.
• Build and foster relationships with all contact levels, with emphasis on value-added relationships with executive and senior leadership.
• Engage with customers on a regular cadence to ensure business alignment and to maximize their value from the partnership.
• Manage the customer through the lens of the customer journey, achieving all milestones along the way.
• Act as a liaison between the customer and other teams at the hiring company to prioritize issues, elicit feedback, or present customers with new opportunities.
• Proactively manage customer health and engagement to mitigate business risk.

What you'll need to do it:

• 5+ years of experience developing and managing large, high-value enterprise customer relationships in the telematics/fleet operations software arena.
• 7+ years of experience as a Customer Success Manager, Account Manager, and/or business-outcome accountable Sales Executive.
• 7+ years of experience managing a portfolio of customers with diverse and complex needs across various stages of the customer relationship and SaaS lifecycle.
• 7+ years of experience working with executive and senior management leaders and teams.
• Expertise in setting and managing expectations with multiple stakeholders, both customers and internally to ensure organizational alignment.
• Proven ability to simultaneously manage a portfolio of large, high-value enterprise customers.
• Experience as a cross-functional program manager, orchestrating the appropriate internal resources to help ensure customers are achieving their business goals and partnership goals.
• Excellent communication and interpersonal skills.
• High technical aptitude and interest in learning new technologies.
• Experience with SaaS customer success processes.
• Patience and active listening skills with a passion for service AND for driving business growth.
• Proven experience managing and negotiating complex contracts.
• Team-oriented mindset with a strong ability to develop relationships internally and externally.
• Experience acting as a change agent in complex organizations, with both customers and internally.
• Experience as a Salesforce user required.
• Experience managing a pipeline of renewals and upsell opportunities.
• Experience with Customer Success software.
• Experience with fleet operations, AI video, and/or telematics.

The values you’ll live by as part of the team:

• Embrace and Drive Change – remain nimble and forward thinking
• Think Bigger - commit to growing the organization and as an individual
• Execute with Passion and Urgency – bring your “A” game
• Be a Good Human – treat everyone with respect
• Drive Trust and Transparency – open and honest communication always
• Always Put the Customer First – maintain a customer-centric mindset

The hiring company offers competitive compensation, commensurate with experience; $130-140k base plus bonus. They also offer outstanding benefits to simplify the lives of their employees and show them how much they appreciate their contributions. The company provides company-subsidized medical, dental, and vision insurance and 401K with a 4% company contribution for all full-time employees . This is a remote full-time, salaried position with occasional travel to the company's headquarters and customers throughout the country.

This is a full-time, remote position with occasional travel to the company's headquarters, trade shows, or customer sites.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Management, and General Business

• Industries

  Computer and Network Security and Technology, Information and Media

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