Customer Success Manager - Workforce

SambaSafety is a company that offers comprehensive driver monitoring software aimed at promoting safer communities. They are seeking a highly motivated and experienced Customer Success Manager to support enterprise fleet customers by leading adoption efforts, driving revenue growth, and ensuring customers achieve their desired outcomes.

Responsibilities:

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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