Strategic CSM for Mid-Market Accounts & Growth

Piston Technologies; Lehi (UT); On-site; USD 85,000 - 115,000; Full time

Job summary

Piston Technologies is seeking an experienced Customer Success Manager to own a portfolio of mid-market gas station accounts. You will build trust with owner-operators through proactive communication and monitor account health to prevent churn.

You will coordinate onboarding with a dedicated manager, work with POS providers and payment processors, and drive renewal conversations plus expansion opportunities.

Qualifications

• 3–5+ years in customer success, account management, or client services in a B2B environment with operational or technical complexity.
• Experience managing a low-volume, high-value account portfolio — single point of contact for a few large, complex relationships.
• Experience in FinTech, payments, or financial services is highly valued—exposure to payment processing, PCI compliance, or regulated onboarding workflows.
• Familiarity with fuel retail or adjacent operations is a strong plus: POS systems, fuel dispenser/tank monitoring, payment processing, or EMV.
• Demonstrated project management ability — can run a multi-stakeholder onboarding plan without significant oversight.
• Comfortable holding renewal and expansion conversations, even without full sales ownership.

Responsibilities

• Serve as the primary relationship owner for a portfolio of existing mid-market gas station accounts.
• Build trust with owner-operators through regular, proactive communication — not just reactive support.
• Monitor account health and identify retention risk before it becomes churn.
• Support renewal conversations and identify expansion opportunities.
• Team up with a Mid Market Onboarding Manager to ensure a smooth onboarding experience.
• Coordinate across internal teams and third-party vendors to keep onboarding on schedule.
• Troubleshoot operational issues that arise during and after go-live, escalating appropriately.
• Partner with Sales to ensure a smooth handoff from contract signature to onboarding kickoff.
• Feed customer and operational insights back to Product/Operations to improve the customer experience and our product offering.

Skills

Customer success

Account management

Relationship management

Project management

Communication

Tools

Salesforce

Gainsight

HubSpot

Intercom

Job description

Piston Technologies is seeking an experienced Customer Success Manager to own a portfolio of mid-market gas station accounts. You will build trust with owner-operators through proactive communication and monitor account health to prevent churn.

You will coordinate onboarding with a dedicated manager, work with POS providers and payment processors, and drive renewal conversations plus expansion opportunities.