Customer Success Manager – Workforce

Role Overview

• Customer Engagement: Build and maintain strong, long-lasting relationships with key stakeholders, including executives, across assigned customer accounts. Act as the primary point of contact for strategic customers, addressing their needs and concerns effectively. Serve as a trusted advisor and advocate, providing operational management oversight, best practices, and domain expertise.
• Strategic Planning: Develop and implement tailored success plans that align with customer goals and desired business outcomes. Collaborate with customers to understand their business challenges and identify opportunities for growth.
• Customer Enablement: Actively participate in the implementation process for new customers, ensuring they are equipped with the tools and knowledge to maximize their use of our products/services. Provide ongoing training and resources to customers, enhancing their product proficiency and satisfaction leading to higher adoption.
• Performance Monitoring: Analyze customer usage data and feedback to assess health scores and identify areas for improvement. Regularly review customer performance against success metrics and proactively address any issues.
• Renewals & Expansion: Identify and pursue opportunities for upselling and cross-selling additional products/services to existing customers. Log and track these opportunities inside the company-supported CRM. Manage the renewal process, ensuring high retention rates and customer satisfaction.
• Collaboration: Work closely with cross-functional teams, including CX, Sales, Product, and Support, to advocate for customer needs and drive product enhancements. Gather, document, and share high-level customer insights to inform product development and marketing strategies.

Requirements

• 3+ years of SaaS CSM experience required, including success in expansion motions and comfort operating in a sales-aligned, revenue-driven environment
• Direct experience in the commercial transportation industry is preferred, with a strong focus on strategy-driven customer success. Relevant sectors include commercial auto insurance, telematics, and/or transportation safety and compliance.
• Ability to diagnose problems, think-quickly on your feet, problem-solve, and communicate effectively.
• Proven ability to manage accounts and relationships (internal and external) on an ongoing basis.
• Proven ability to tailor your message to your audience with experience communicating to C-suite business leaders.
• Proven ability to be a business advisor by creating valuable business partnerships with a strong track record of delivering measurable results.
• Exceptional collaboration and teambuilding skills.
• Comfortable with change as SambaSafety is always evolving and growing.
• Experience with a Customer Relationship Management (CRM) tool, preferably Salesforce.com.
• Exceptional written and verbal communication skills.

Tech Stack

• SFDC

Benefits

• Flexible and generous Paid Time Off and Paid Volunteer Days
• 401k Employer Match
• Generous Healthcare Benefits
• Up to 12 weeks paid time off for maternity leave based on tenure
• Wellness & Tuition Reimbursement
• Flexible Work Arrangements
• Lots of SambaSafety swag & SambaSafety Events