Customer Success Manager, US [Austin, Texas]

MANTIS; Austin (TX); Hybrid; USD 90,000 - 120,000; Full time

Job summary

MANTIS is seeking its first US Customer Success Manager to own the post-sale experience for direct and channel customers, from deal closure to long-term adoption and growth. You will be the trusted point of contact when they need help and help shape how customer success works in the US as we scale.

In this full-time, hybrid role, you will oversee onboarding, provide ongoing product guidance, and coordinate training sessions to support adoption and satisfaction.

Qualifications

• 3-5 years of experience in Customer Success, Account Management, Implementation, or Technical Support in B2B SaaS.
• Experience with Video Telematics is preferred.
• Hands-on onboarding and support experience, comfortable working without a large team.
• Strong focus on customer satisfaction and long-term partnerships.
• Excellent written and verbal communication, with stakeholder presentation skills.
• Experience with Salesforce and analytics tools is beneficial.

Responsibilities

• Own onboarding and support for US customers and partners.
• Coordinate installer network and deployments.
• Maintain account health, renewals, and growth opportunities.
• Keep Salesforce accurate and share feedback with Product/Engineering.

Skills

Customer Success

Account Management

Implementation

Technical Support

B2B SaaS

Telematics

Fleet Technology

Education

Bachelor’s degree in Business or Communications

Tools

Salesforce

Analytics tools

Job description

Company Description MANTIS is a global leader in fleet technology, providing advanced connected camera solutions for businesses that manage vehicle fleets worldwide. The company’s high-definition cameras and robust connectivity deliver real-time video and critical event recording to improve visibility on the road. MANTIS’ solutions are designed to elevate fleet safety standards by capturing clear incident evidence, supporting driver coaching, and identifying potential hazards. Through MANTIS RECON, its Fleet Risk Intelligence platform, the company transforms complex vehicle and driver data into actionable insights. Fleet operators, insurers, and their partners rely on MANTIS to prevent collisions, reduce risk, and protect drivers, assets, and brand reputation.

Role Description:

As our first Customer Success Manager in the US, you will own the post-sale experience for our direct and channel customers, from the moment a deal is signed to long-term adoption and growth. This is a hands-on role for someone who wants to build. You will make sure every customer gets real value from MANTIS RECON. You will be the trusted point of contact when they need help, and shape how customer success works in the US as we scale.

In this full-time, hybrid office role, the individual will oversee onboarding, provide ongoing product guidance, and coordinate training sessions to support customer adoption and satisfaction. Day-to-day responsibilities include monitoring account health, analyzing usage and performance metrics, addressing customer inquiries, and proactively identifying opportunities to improve the customer experience. The role will also involve collaborating with sales, product, and support teams to represent customer needs, resolve issues, and contribute to continuous improvement of MANTIS offerings. The Customer Success Manager will maintain detailed account plans and communicate regularly with stakeholders to ensure alignment on goals and outcomes.

Installation and Our Installer Network

• Be the customer's single point of contact through installation, working with our Operations team,who contract and manage our growing US network of certified MANTIS installers.
• Coordinate installs with certified installers nationally: plan schedules around each customer's vehicle availability to minimize downtime, and make sure every installer arrives with the right kit, camera layout and site access.
• Plan multi-site and multi-state rollouts in waves with the customer's depots, so large fleets go liveon time.
• Confirm every camera channel is live, correctly framed and reporting in MANTIS RECON before the installer leaves the site, using MANTIS Health live device diagnostics.
• Track installer quality and turnaround, feed issues back to Operations, and help bring new
• installers up to standard as the network grows into new regions.

Customer Support

• Be the first line of support for US customers and partners, covering US Central time hours.
• Triage and resolve issues independently, escalating to support, product or development teams as needed.
• Proactively monitor system performance and device health to catch problems before customers do.

Account Management

• Act as the primary contact for US enterprise accounts, alongside the wider US customer base.
• Run regular account and executive reviews that keep both the customer and MANTIS accountabl for outcomes.
• Spot risk early, strengthen relationships, and identify expansion opportunities to hand over to
• Sales, including rolling out to sister depots across the same group.

Building the Function

• Adapt and improve the customer success playbook for the US direct and channel models.
• Over time, introduce account health scoring, value reporting and a renewal process as the account base grows.
• Build feedback loops that bring customer insight to Product and Engineering.
• Keep Salesforce accurate as the system of record.

Qualifications

• 3-5 Years of Experience in Customer Success, Account Management, Implementation, or Technical Support B2B SaaS, telematics or fleet technology.
• Experience with Video Telematics is preferred.
• Hands-on experience across onboarding and support, and comfortable working without a large team behind you.
• Strong focus on Customer Satisfaction and Customer Service to ensure a positive experience across the customer lifecycle.
• Proven ability in Customer Retention and Relationship Building to drive engagement, advocacy, and long-term partnerships.
• Solid Analytical Skills to interpret customer data, identify trends and risks, and recommend actionable improvements.
• Experience in account management, customer success, or a related client-facing role in B2B technology, SaaS, or telematics is highly beneficial.
• Excellent written and verbal communication skills, with the ability to present insights and recommendations to diverse stakeholders.
• Strong organizational and time-management abilities, with experience managing multiple accounts in a remote environment.
• Comfort working with Salesforce and analytics tools; familiarity with fleet management, insurance, or safety technologies is an advantage.
• Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.