Key skills
Customer Success ManagementRelationship ManagementSaaS ExperienceCRM ProficiencyData InterpretationAnalytical SkillsCommunication SkillsProblem SolvingOrganizational SkillsSaaSCustomer SuccessSales
About this role
Route4Me is an American multinational technology company specializing in route optimization software for logistics-intensive businesses. As a Customer Success Manager, you will serve as a strategic advisor to a portfolio of SMB and mid-market customers, driving onboarding success, product adoption, and account growth.
Responsibilities:
- Own the customer lifecycle for a portfolio of SMB and mid-market accounts—from onboarding through renewal, retention, and expansion
- Influence structured onboarding experiences and training paths that accelerate time-to-value and support early customer wins
- Develop trusted, long-term relationships with key stakeholders and act as a strategic advisor on routing, operational efficiency, and best practices
- Drive consistent product adoption and ensure customers fully leverage the platform’s capabilities
- Maintain an active customer engagement cadence—including check-ins, success reviews, training reinforcement, and sentiment assessment
- Proactively identify risks, uncover opportunities, and take action to prevent churn and reduce downgrades
- Identify revenue expansion opportunities (user growth, add-ons, feature upgrades, annual contract conversions) and partner with Sales for seamless handoff
- Maintain accurate, complete, and up-to-date customer profiles that reflect goals, adoption progress, use cases, and key health signals
- Identify strong customer advocates and support opportunities for case studies, testimonials, G2/Capterra reviews, and customer reference requests
- Collaborate cross-functionally with Sales, Support, Product, and Engineering to resolve issues, share insights, and advocate for customer needs
- Prepare account summaries, renewal forecasts, and performance documentation as needed
Requirements:
- 1–3 years of experience in Customer Success in a SaaS environment
- Experience supporting SMB and/or mid-market customers
- Familiarity with subscription-based models (renewals, expansions, churn)
- Strong multitasking, prioritization, and organizational skills
- Bachelor's degree or equivalent practical experience
- Experience in logistics, fleet management, or route optimization