Lead Customer Success Manager

Invenco by GVR provides technology-driven solutions for fuel retail and convenience businesses. The Lead Customer Success Manager will serve as a strategic advisor to enterprise customers, developing success plans, driving adoption and retention, managing escalations, and identifying growth opportunities. The role also partners cross-functionally to improve products and customer outcomes while providing leadership within the Customer Success organization.

Responsibilities:

• Serve as the strategic advisor to executive customer stakeholders, aligning Invenco by GVR solutions with customers’ long-term business objectives, digital transformation initiatives, and operational priorities
• Develop and execute customer success plans for assigned strategic accounts, identifying risks, opportunities, and measurable outcomes to drive retention, expansion, and customer advocacy
• Build and maintain strong relationships with key customer stakeholders, serving as the primary point of contact across all Invenco by GVR solutions and ensuring customers realize the full value of their investments
• Lead strategic business reviews and executive-level customer meetings, providing account insights, performance updates, and recommendations while keeping internal stakeholders informed of account health and priorities
• Act as the escalation point for assigned accounts, proactively managing complex customer situations and coordinating cross-functional teams to drive timely resolution and customer satisfaction
• Influence business priorities by representing customer needs and partnering with Product, Engineering, Commercial, Support, and Operations teams to improve products, services, and customer outcomes
• Provide structured Voice of Customer (VoC) feedback, trend analysis, and business insights to Product Management to support product enhancements, innovation, and roadmap planning
• Analyze customer operational and business data to provide recommendations that improve performance, optimize solution utilization, and support fuel management and environmental operations objectives
• Ensure customers achieve their desired business outcomes and recognize the value delivered by Invenco by GVR solutions through ongoing adoption, engagement, and success planning
• Identify and drive growth opportunities within assigned accounts, including expansion, cross-sell, and upsell initiatives that align with customer objectives
• Provide leadership within the Customer Success organization by sharing best practices, mentoring team members, and contributing to continuous process improvement initiatives
• Up to 20% travel

Requirements:

• 10+ years demonstrated experience working with a software company in a customer success manager, account management, marketing or technology role required
• 5+ years experience support enterprise / Tier 1 customers
• You'll give us goose bumps if you have experience and/or a degree in both a technology and marketing field
• Fuel Management experience in Logistics and Invoice Reconciliation preferred
• It's a plus if you have you worked with in a SaaS environment with CRM tools
• Collaborates – Builds partnerships and works collaboratively with others to meet shared objectives
• Communicates Effectively – Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Customer Focus – Builds strong customer relationships and delivers customer-centric solutions
• Action Orientated – Takes on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm
• Plans & Aligns – planning and prioritizing work to meet commitments aligned with organizational goals
• A bachelor's degree is preferred, but not required
• A Master's degree is preferred, but not required