KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads.
We see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives. KeepTruckin is proud to be a Forbes Cloud 100 company, a 2020 Career-Launching Company by Wealthfront and named a Forbes Best Startup Employer 2020.
About the Role:The Manager, Customer Success (Commercial) is a very important leadership position within the Customer Success organization. As the Manager, Customer Success you will be responsible for owning the career development, recruiting efforts, account level strategy, retention and upsell targets for the Customer Success Managers in our Pakistan office. You will work with the Senior Director, Customer Success, Manager, Customer Onboarding, along with other departments to ensure that our CSMs are able to help our customers achieve business success through KeepTruckin’s suite of solution
The ideal candidate is an excellent coach and mentor, has the ability to inspire individuals to reach their full potential and has deep experiential knowledge of how high growth SaaS startups function, operate and use Customer Success best practices to grow and retain their customers.
What You'll Do: Support in the development of a world class customer success organization at KeepTruckin Manage a team of customer success managers to ensure that as an organization we deliver on the value that was promised to our customers at their time of sale Coach and lead to driving exceptional customer retention and renewal rates, cross-sell/up-sell opportunities, continued adoption, and happy reference customer Partner with sales to ensure expansion opportunities are identified through customer success qualified leads and closed successfully Review and provide feedback around the effectiveness of programs through metrics, dashboard, and regular analysis of our systems and processes Support and assist in resolving customer escalations, including participating in customer communication, developing a strategic solution and working collectively with other departments to ensure customer satisfaction Hire and support in training/onboarding new team members in partnership with the CS Enablement team What We're Looking For: 3+ years experience in SaaS company leadership 8+ years of client facing experience in consulting, customer success, sales or support roles Demonstrated ability to lead management-level discussions and conduct impactful and insightful business reviews Experience scaling a post-sales team with a modern Customer Success motion in a fast growing B2B SaaS company Ability to influence Product, Support, Sales and BizOps teams to get things done for our customers Comfortable in a fast-paced environment that requires strong time-management and prioritization skills Professional client facing skills including but not limited to strong presentation abilities, thoughtful question asking and negotiation abilities when needed Experience working with remote and offshore teamsCreating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
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