Senior Customer Success Leader — Growth & Strategy

Dover Corporation; Austin (TX); On-site; USD 110,000 - 140,000; Full time

Job summary

Dover Fueling Solutions in Austin, Texas, is seeking a Sr. Customer Success Manager to lead our Customer Success team and shape day-to-day operations and future strategy.

The role centers on supporting platforms for diverse customers, from single-site gas stations to major brands, across media, diagnostics, fleet management, POS, tank management, and EV charging. You will drive customer advocacy, retention, and expansion while collaborating across departments to deliver a consistent, excellent

Qualifications

• 5-7 years’ experience in Customer Success, Account Management, or Customer Support.
• Bachelor’s degree preferred.
• Experience with cloud-based solutions and proven success in deploying customers onto them.
• Proven track record of onboarding customers at an enterprise level.
• Ability to analyze and improve existing processes, with an emphasis on scalable strategies.
• Understand software development processes and development premises.
• Strong interpersonal skills, with the ability to build and maintain long-term relationships and work cross-functionally.
• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
• Strong familiarity with CRM tools and SharePoint workflows.
• Experience in the convenience store / retail fueling industry is preferred.

Responsibilities

• Team Leadership: Foster a growth mindset and positive culture that shows in the way the team shows up for our customers, our company, and themselves.
• Customer Advocacy: Represent our customers and be prepared to influence product development to ensure the best outcomes for our customers and our company. Every CSM is encouraged to perform with a “Chief Customer Officer” mentality.
• Key Account Retention and Growth: Understand our customers’ needs, uncover their long-term visions, and ensure an excellent customer experience. Success will be measured by account retention and expansion.
• Process and Operational Excellence: DFS constantly works to improve every process, at every level of the organization. Together, we solve problems faster. Lead the team in developing scalable best practices.
• Cross-team Collaboration: Customer Success team members work with customers, while the Customer Success team lead must work across departments to bring the vision together. Many customers purchase more than 1 solution from DFS and are seeking a consistent, excellent experience across product lines.
• Prevent and Manage Escalations: Motivate your team to anticipate customer needs and proactively create resources that solve issues, before a point of escalation. When escalations do occur, manage them as a team and ensure customer concerns are resolved quickly and effectively.

Skills

Customer success

Account management

Cross-functional collaboration

Problem solving

Relationship building

Communication

Leadership potential

Education

Bachelor's degree preferred

Tools

Salesforce

SharePoint workflows

Job description

Dover Fueling Solutions in Austin, Texas, is seeking a Sr. Customer Success Manager to lead our Customer Success team and shape day-to-day operations and future strategy.

The role centers on supporting platforms for diverse customers, from single-site gas stations to major brands, across media, diagnostics, fleet management, POS, tank management, and EV charging. You will drive customer advocacy, retention, and expansion while collaborating across departments to deliver a consistent, excellent