Mid-Market Customer Success Manager

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $95k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Onfleet

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🚗 Transport

☁️ SaaS

🛍️ eCommerce

💰 $23M Series B on 2022-06

Transport • SaaS • eCommerce

Onfleet is a leading platform for last mile delivery solutions, trusted by thousands of companies across various industries such as courier, food and beverage, retail, e-commerce, furniture, and pharmacy. The company's software offers features such as route optimization, driver app integration, visibility and tracking, proof of delivery, and advanced analytics. Onfleet helps businesses enhance efficiency, improve customer satisfaction with real-time updates, and automate dispatch operations. With compliance in areas like HIPAA and SOC2, Onfleet provides a secure and reliable service essential for modern delivery operations. It serves well-known clients like Kroger and Total Wine & More, expanding their delivery capabilities with powerful routing and fleet management tools.

📋 Description

• Develop and maintain strong, long-lasting relationships with your assigned customers. • Grow your book of business through a feature-based approach, mapping customer needs to Onfleet capabilities and expanding adoption of high-value features. • Proactively identify account risks and drive mitigation strategies. • Demonstrate ROI and communicate the value of Onfleet products/services. • Develop account-specific strategies to drive adoption, expansion, and retention. • Address customer issues promptly and effectively to maintain high satisfaction levels. • Monitor and analyze customer health metrics, NPS scores, and other relevant data. • Provide regular updates on account status, risks, and opportunities to management. • Identify, forecast, and close expansion and upsell opportunities, including the pricing and packaging conversations that reflect the value customers realize. • Act as the voice of the customer internally, working with product, sales, and other teams. • Effectively manage key customer projects, as needed. • Conduct regular check-ins and executive reviews (EBRs), as necessary and for certain accounts, to assess customer health and satisfaction.

🎯 Requirements

• Bachelor's degree • 5+ years of experience in customer success • Proven track record of managing and growing a book of business, including expansion and upsell driven by feature adoption • Strong communication and presentation skills • Relationship building and management • Attention to detail, skilled at project management and prioritization • Experience with pricing, packaging, and negotiating commercial terms such as renewals, expansions, and upsells • Excellent problem-solving and analytical abilities • Passion for building repeatable and efficient processes • Continuous improvement mindset, intellectually curious • Quick learner with the ability to quickly digest technical knowledge • Negotiation and conflict resolution • Strategic thinking and planning • Ability to work independently and as part of a team • A strong ethical foundation and the desire to do good in the world

🏖️ Benefits

• Employee stock options • Comprehensive health, dental, and vision pending location • Flexible PTO • Company 401k pending location • A collaborative team of people who live our core values everyday