Customer Success Manager

Bestpass - Fleetworthy; United States; Remote; USD 60,000 - 70,000; Full time

Job summary

A leading fleet management technology company is seeking a Scaled Customer Success Manager for SMB accounts. This role focuses on driving engagement and ensuring customer satisfaction across a portfolio of around 700 customers. Candidates should have a bachelor's degree and at least two years of relevant experience. The role offers a competitive salary of $60,000 - $70,000 per year plus bonuses.

Benefits

Bonus structure

Career growth opportunities

Inclusive workplace culture

Qualifications

• 2+ years in Customer Success, Account Management, or similar role preferred.
• Comfortable working autonomously and cross-functionally to solve client issues.
• Familiarity with the transportation industry is a plus.

Responsibilities

• Develop and execute strategic email campaigns and outreach sequences.
• Build and optimize workflows using Customer Success platform.
• Analyze account data to generate customized insights for clients at scale.

Skills

Strong written and verbal communication skills

Data analysis

Problem solving

Relationship building

Education

Bachelor's degree in Business, Communications, or related field

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

CRM systems (Salesforce, Planhat, Gainsight)

Job description

In September of 2024, Bestpass, Fleetworthy, ExpressTruckTax and Drivewyze rebranded as Fleetworthy. This rebrand reflects our ongoing mission to simplify fleet safety, compliance, and toll management under one unified brand.

Fleetworthy is revolutionizing road safety and fleet management with a command center for safety, compliance, and efficiency. Our connected suite provides real-time insights and control, enabling customers to maximize efficiency, reduce risk, and save money.

With technology that unifies safety, compliance, toll management, weigh station bypass, and more, Fleetworthy empowers organizations to perform at their best. We simplify operations to ensure every vehicle and driver is not just compliant, but beyond compliant. Supporting millions of drivers and vehicles, Fleetworthy is leading a new era in road safety and fleet technology.

At Fleetworthy, you’re in the driver’s seat!

Role Summary: The Scaled Customer Success Manager (CSM) for SMB accounts is an individual contributor in the Customer Experience organization, charged with driving scalable engagement across a large portfolio of ~700 SMB customers. This role combines strategic program execution with automation, proactive outreach, and data-informed decision-making to improve customer health, increase retention, identify expansion opportunities, and cultivate brand advocates.

Essential Duties and Responsibilities:

• Develop and execute strategic email campaigns and outreach sequences (personalized and automated).
• Build and optimize workflows using our Customer Success platform.
• Analyze account data to generate customized insights for clients at scale and prioritize actions.
• Facilitate one-to-many engagement efforts (webinars, office hours, etc.).
• Collaborate cross-functionally with Product, Sales, Marketing and Support to drive customer value.
• Engage with customers 1:1 where appropriate to drive product adoption, expansion opportunities or resolve escalated issues.

Success Metrics:

The success of this role will be defined by the ability to foster engagement with clients at scale while driving the following positive outcomes among the assigned SMB book of business:

• Gross Revenue Retention (GRR) & Net Revenue Retention (NRR)
• Volume of case study/reference wins
• Churn reduction
• Qualified leads for account expansion generated
• Customer reviews (Google, Trustpilot)

Requirements

• Bachelor's degree in Business, Communications or a related field
• 2+ years in Customer Success, Account Management or in a similar client-facing role preferred
• Strong written and verbal communication and data analysis skills
• Proficient in Microsoft Excel, PowerPoint and Word
• Excellent problem solving and relationship building skills
• Comfortable working both autonomously and cross-functionally (product, sales, support, marketing) to solve client issues
• Familiarity with CRM systems like Salesforce, Planhat or Gainsight preferred
• Previous experience in the transportation industry is a plus, but not required

Fuel Gauge: Base $60,000 - $70,000 USD per year + Bonus

What Drives Us to Work Every Day:

• We pride ourselves on making a difference, for our employees, clients, and their businesses.
• We accept team members for who they are and what they bring to the table.
• We are proud to build all our relationships based on transparency and trust.
• We are a team of energetic and curious individuals passionate about the work we do every day!

Our Core Values – We are 1TEAM

• People 1st - People 1st! We win as a team by collaborating, having each other’s backs, and bringing out the best in each other. We always treat others as they would like to be treated.
• Trust - We inspire trust by delivering on our promises, owning outcomes, being transparent in our communications, and acting with integrity.
• Every Trip Matters - Because every trip that our customers take is important to them, it's important to us. Whether it is a load being hauled across the country or a service vehicle traveling on a toll road, our customers count on us to deliver the right expertise, software, and data to make every trip safe, efficient, and productive.
• Always Innovating - We solve for the customer and focus on outcomes. We are nimble in our approach. When we fail, we fail fast and learn from it. We are here to disrupt, not to fit in.
• Mindset - We are committed to a growth mindset. Our efforts and attitudes are what determine our abilities. We embrace good criticism. We seek new challenges. We never stop learning.

Fleetworthy is committed to fostering a diverse and inclusive culture that is respectful and welcoming of individual differences. We are proud to be an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion or belief (or lack thereof), sex, nationality, national or ethnic origin, civil status, age, citizenship status, sexual orientation, disability, genetic information, familial status, marital or registered civil partnership status, pregnancy or maternity status, gender identity, gender reassignment, military or veteran status, or any other protected characteristic in accordance with applicable laws and regulations