Customer Success Manager

Serviceup; Campbell (CA); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive pay with equity

Medical, dental, and vision coverage

Flexible PTO and company holidays

Remote-friendly setup with home office

Learning and development budget

Wellness stipend

Paid parental leave

Job summary

ServiceUp, a fast-growing AI-powered platform for fleet and insurer vehicle repair, is hiring a Customer Success Manager to own a portfolio after the contract is signed: getting them live, enabling vehicles and users on the platform, and keeping them there.

You’ll own the operational relationship with fleet managers, maintenance leads, dispatchers and drivers, working with Sales, Operations and Product to remove blockers and drive value.

Qualifications

• 4+ years in Customer Success at a B2B SaaS company + Fleet industry experience.
• Proven ability to improve retention and adoption with measurable results.
• Experience with a usage-based or transaction-based revenue model.
• Comfort with data: pull usage data and explain value through metrics.
• Hands-on use of AI tools to cut manual CS work and scale coverage.

Responsibilities

• Run onboarding for accounts from signed contract to steady-state usage with clear milestones.
• Configure the platform during onboarding and optimize ongoing usage.
• Coordinate launch work across data load, user setup, approvals, integrations; train users.
• Drive adoption to position the platform as the system of record for maintenance and repair.
• Conduct business reviews showing value in cycle time, cost per repair, downtime and savings.
• Maintain account health scores and develop save plans for at-risk accounts.
• Record root cause of declines and present at monthly churn reviews.
• Identify expansion opportunities and pass them to Sales.
• Keep CRM records current and report portfolio metrics monthly.

Skills

Retention

Data-driven

Cross-functional

Customer success

Tools

CRM

Job description

ServiceUp is reimagining a $200B+ industry with AI-powered orchestration for fleet and insurance vehicle repair. We’re the all-in-one platform bringing modern efficiency to a complex market. We’re trusted by some of the world’s largest and most sophisticated fleets and insurers.

Our AI-powered platform automates the entire repair lifecycle, from the moment a vehicle needs service until it’s back on the road. By removing bottlenecks, providing real-time visibility, and streamlining decisions, we help customers reduce downtime, control costs, and keep operations running smoothly.

As one of the 100 fastest-growing startups in the United States, and backed by $55M in Series B funding, we're leading this transformation. Join us and help shape the future of vehicle repair.

About the Role:

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.

What You’ll Do:

• 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.

What You’ll Bring:

• 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.

Why You’ll Love Working Here:

We live our values every day: Team First, Work Smart, Own It, Be Bold, Push Boundaries . If that sounds like you, you’ll fit right in

What We Offer:

• 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.

If you’re motivated by impact and aligned with our values, we want to hear from you. You don’t need to meet every single requirement — we care about your skills, drive, and how you work with a team.

Service Up is an equal opportunity employer committed to a diverse, inclusive workplace where everyone can do their best work.