Hybrid Manager, Mid-Market Customer Success

at Bestpass

• Job title: Manager, Mid-Market Customer Success
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, United States

About the role

• Manager of Mid-Market Customer Success leading a team of CSMs at Fleetworthy. Directing efforts to enhance customer engagement, value, and satisfaction while ensuring operational excellence.

Responsibilities

• Lead, coach, and develop a team of Mid-Market CSMs to deliver exceptional service and value to our customers.
• Conduct regular 1:1s with CSMs focused on strategic account planning, performance evaluation, skill development and professional growth.
• Work with Customer Success leadership to ensure CSMs are equipped with playbooks, best practices, and processes that support customer health and retention.
• Guide your team in developing trusted-advisor relationships with key customer accounts.
• Resolve and manage the resolution of challenging escalated client requests and/or complex account demands.
• Partner with customer success leadership to improve tools, workflows, and reporting that enhance team effectiveness.
• Ensure CSMs effectively evaluate client datasets and coach team on turning data into insights and actionable recommendations.
• Join key customer business reviews focused on recommendations for program optimization and opportunities to expand the business.
• Collaborate with Sales, Marketing, Product, and Support to ensure a unified customer experience and successful delivery of customer outcomes.
• Ensure Mid-Market team attainment of both performance and activity-based goals on a quarterly basis and proactively engage resources available to guide team in achievement of them.

Requirements

• Bachelor's degree in Business, Communications or a related field
• 4-6 years of experience in Customer Success, Account Management or in a similar client-facing role, with at least 1-2 years in a leadership or team lead capacity
• Experience managing a book of mid-market or enterprise accounts preferred
• Strong leader who can coach, develop and motivate a team
• Excellent written and verbal communication and presentation skills
• Proficient in Microsoft Excel, PowerPoint and Word
• Excellent problem solving and executive-level relationship building skills
• Demonstrated ability to work cross-functionally with Sales, Product, Support, and Marketing.
• Familiarity with CRM systems like Salesforce, Planhat or Gainsight strongly preferred
• Comfortable operating autonomously in a fast-paced environment while also managing team structure and process
• Previous experience in the transportation industry is a plus, but not required

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options