Customer Onboarding: Work with the Onboarding team to guide new clients through the implementation process, ensuring seamless deployment and a positive experience for the customer.
Relationship Management: Build and maintain strong, trust-based relationships with key stakeholders, acting as their advocate within the company.
Product Knowledge: Serve as a product expert internally and externally.
Performance Monitoring: Track and analyze customer usage patterns and KPIs, proactively identifying opportunities for improvement or potential challenges.
Issue Resolution: Serve as the primary point of contact for customer concerns, collaborating with the support and product teams to resolve issues promptly.
Account Growth: Partner with sales to identify upsell and cross-sell opportunities, contributing to revenue growth.
Feedback Collection: Gather customer feedback to inform product development and enhancements, ensuring our solutions continue to meet industry needs.
Industry Expertise: Stay informed on trends and challenges in oil & gas and other relevant industries, providing customers with relevant insights and best practices. Serve as the voice of the customer for the organization.
Data collection: Methodical record keeping in the CRM (Salesforce) and CS Platform (Vitally).
Travel as needed (estimated 5-15 days per year).

3+ years in a customer success, account management, or similar role, preferably in SaaS or technology solutions.
Bachelor’s degree or equivalent work experience.
Familiarity with GPS tracking, fleet management, or operations in oil & gas and/or construction is highly preferred. Comfortable working with both small and enterprise level accounts.
Exceptional verbal and written communication skills with the ability to simplify complex concepts for diverse audiences.
Comfort with software platforms, data analysis, and basic troubleshooting.
Strong critical thinking skills and a proactive approach to addressing customer needs.
High attention to detail and the ability to manage multiple accounts and priorities effectively in a fast-paced environment. Project management skills an asset.

Customer Success Manager

Key skills