Mid - market Customer Success Manager

Mid-Market Customer Success Manager

Fleetworthy offers the only complete technology suite for fleet readiness, uniting safety and compliance, toll management, and weigh station bypass solutions. We help fleets streamline operations, control costs, and operate with confidence. Trusted by 75% of the top fleets in North America, Fleetworthy offers the most adopted toll management solution and largest weigh station bypass network. Going beyond regulatory requirements, our safety and compliance capabilities strengthen safety programs and enable proactive audit readiness. We support millions of vehicles and drivers and are recognized across the industry for innovation and leadership. Fleetworthy is shaping the future of fleet readiness with AI-enabled, connected fleet technology that keeps drivers safe, fleets compliant, and operations running at peak efficiency.

The Mid-Market Customer Success Manager is an individual contributor in the Customer Experience organization, focused on creating a high-quality customer experience and ensuring customers recognize the greatest value possible from the Fleetworthy program. This role requires strong customer-facing experience with the ability to address complex issues and/or facilitate company resources to work on behalf of the customer to drive resolution.

What Your Role Will Look Like:

• Develops trusted advisor relationships with key accounts and customer stakeholders.
• Resolves, escalates, and manages the resolution of challenging client requests and/or complex account demands.
• Assesses customer needs, identifies customer requirements, and develops cohesive plans that improve the customer's adoption of the Fleetworthy program to the mutual benefit of the customer and Fleetworthy.
• Evaluates client data such as revenue, violation, bypass and toll usage, to prepare relevant and accurate reports and implement action plans as needed.
• Schedules and prepares regularly occurring customer business reviews to set objectives, provide recommendations for program optimization and identify shortfalls in customer engagement.
• Continually seeks and communicates improvements to enhance customer satisfaction.
• Collaborates with the marketing and sales departments to brainstorm new campaigns and obtain Customer Reviews.
• Solicits customer feedback to inform new concepts for products/services; collaborate with the sales team to find new opportunities for account growth.
• Ensures attainment of both performance and activity-based goals on a quarterly basis and proactively engages resources available to achieve them.

Requirements:

• Bachelor's degree in Business, Communications or a related field
• 2+ years in Customer Success, Account Management or in a similar client-facing role
• Strong written and verbal communication and presentation skills
• Proficient in Microsoft Excel, PowerPoint and Word
• Excellent problem solving and relationship building skills
• Comfortable working both autonomously and cross-functionally (product, sales, support, marketing) to solve client issues
• Familiarity with CRM systems like Salesforce, Planhat or Gainsight preferred
• Previous experience in the transportation industry is a plus, but not required

Fleetworthy is committed to fostering a diverse and inclusive culture that is respectful and welcoming of individual differences. We are proud to be an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion or belief (or lack thereof), sex, nationality, national or ethnic origin, civil status, age, citizenship status, sexual orientation, disability, genetic information, familial status, marital or registered civil partnership status, pregnancy or maternity status, gender identity, gender reassignment, military or veteran status, or any other protected characteristic in accordance with applicable laws and regulations.