Remote Fleet SaaS CSM — Drive Adoption & Value

ServiceUp; United States; Hybrid; USD 90.000 - 140.000; Vollzeit

Benefits dieser Stelle

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

Zusammenfassung

ServiceUp is building its Customer Success function, hiring Customer Success Managers to own a portfolio of accounts from contract signing to steady-state usage. You’ll onboard clients, align them to milestones, and ensure they realize value from the platform, including vehicles and teams getting live and users onboarded.

You’ll report to the Head of Customer Success and collaborate with Operations, the shop network, and Product to clear obstacles, drive renewals, and find expansion

Qualifikationen

• 4+ years in Customer Success at a B2B SaaS company, with fleet industry experience.
• Track record of improving retention and adoption with measurable outcomes.
• Experience in a usage-based or transaction-based revenue model.

Aufgaben

• Run onboarding for accounts from signed contract to steady-state usage with milestones for time to first RO and time to value.
• Become product expert and configure platform during onboarding; optimize usage for maximum value.
• Coordinate cross-functional launches across data load, user setup, rules, and integrations; train fleet managers, maintenance leads and drivers.
• Drive accounts toward adopted status; identify gaps between expected and actual usage and close them with Operations and shop network teams.
• Conduct operational business reviews showing customers value in their numbers (cycle time, cost per repair, downtime, savings).
• Maintain account health scores and run save plans for at-risk accounts with defined next steps.
• Record root causes of declines or churn and bring to churn reviews; identify expansion opportunities and pass to Sales.
• Keep CRM records current and report monthly on RO volume, time to value and account health.

Kenntnisse

Customer Success

SaaS

Data analysis

Cross-functional collaboration

Tools

CRM systems

AI tools

Jobbeschreibung

ServiceUp is building its Customer Success function, hiring Customer Success Managers to own a portfolio of accounts from contract signing to steady-state usage. You’ll onboard clients, align them to milestones, and ensure they realize value from the platform, including vehicles and teams getting live and users onboarded.

You’ll report to the Head of Customer Success and collaborate with Operations, the shop network, and Product to clear obstacles, drive renewals, and find expansion