Fleet Success Manager fostering client relationships and account growth for OTC Fleet Services. Focused on building partnerships and exploring fleet service opportunities without high - pressure sales tactics.
About the role
- Lead Customer Success for Pointr's innovative indoor mapping solutions. Drive client satisfaction and team performance by shaping success strategies across multiple accounts and industries.
Responsibilities
- Lead and mentor the Customer Success team, fostering a collaborative, high-performance culture that consistently delivers value to our clients.
- Build and maintain strong, long-term relationships with key accounts, acting as a trusted advisor and advocate at the executive level.
- Define and implement scalable customer success strategies that drive client satisfaction, retention, and growth across multiple accounts.
- Monitor portfolio health through KPIs, usage analytics, and client feedback, proactively addressing risks and identifying opportunities for expansion.
- Plan and lead quarterly business reviews and strategic planning sessions, ensuring alignment between client objectives and Pointr’s solutions.
- Act as the primary escalation point for complex client issues, driving resolution and maintaining strong client trust.
- Partner closely with Sales, Product, Technical Delivery, and Project Management to ensure seamless delivery of projects and initiatives.
- Leverage technical expertise in SDLC, DevOps, front-end technologies, integration, and automation to advise clients and contribute to product roadmap discussions.
Requirements
- 5+ years of customer success, technical account management, or strategic client management experience in a technical SaaS/hardware environment, with at least 2 years in a leadership role.
- Proven track record of leading teams to exceed retention, expansion, and customer satisfaction targets.
- Strong ability to influence at the executive level, both internally and externally.
- Experience building and scaling customer success processes, tools, and playbooks in a fast-paced, analytical environment.
- Deep understanding of agile software development processes and technical concepts, with the ability to translate them for diverse audiences.
- Exceptional communication, relationship-building, and problem-solving skills.
- Fluent in English, both written and verbal.
- Process-oriented with an eye for detail and improvements.
Benefits
- Competitive base salary and attractive stock options
- Cool and comfortable office in Boston (Back Bay) or access to WeWork in other locations
- Private health care (75%) and Dental
- Company-sponsored parental leave
- 18 days PTO, plus sick time + 12 holidays per year
- 401(k) retirement scheme
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
CRM/CI D365 Solution Owner coordinating CRM initiatives and driving customer engagement for Husqvarna Group. Act as the bridge between business and technology for CRM solutions.
Praxismanager supporting customer success in healthcare by onboarding practices and ensuring smooth technology integration. Involves proactive support and improvement of internal processes to enhance patient communication.
Intern supporting the Customer Success Management team for AI optimization software development. Engage in strategic planning and user training in a hybrid work environment.
Customer Success role for iDez, a fintech enabling mid - market firms to develop their financial solutions. Focused on client retention and personalized proactive service.
Customer Success Manager managing a portfolio of mid - market customers for a homecare technology platform. Driving client success and renewal through strategic engagement and relationship management.
Customer Success Analyst engaging clients in the construction sector. Ensuring satisfaction and optimal use of innovative technology solutions.
Customer Success Representative at Reconomy providing operational support for international clients. Collaborating with internal teams and monitoring supplier performance in a hybrid work environment.
Customer Success Manager ensuring clients maximize DexoryView value and onboard successfully across UK and Europe. Develop strong relationships and provide training to key stakeholders while monitoring account health.
Customer Success Manager at an EdTech SaaS company managing customer renewals and support. Collaborating with leadership to drive engagement and retention in New York.