Customer Success Lead

Customer Success Manager

Location: In office: San Francisco, CA or Chicago, IL
Team: Customer Success
Type: Full-time

About FleetWorks

FleetWorks is a startup transforming the freight industry. Our flagship platform uses AI agents to help freight brokers book, track and manage freight faster, more profitably, and with fewer human hours. We’re backed by top-tier investors and trusted by industry-leading brokerages like Sage Freight. This is a rare opportunity to join a fast-growing startup at the intersection of artificial intelligence and logistics.

The Role

As a Customer Success Manager at FleetWorks, you'll be the trusted advisor for our clients, ensuring they derive maximum value from our solutions. You'll play a pivotal role in onboarding new clients, fostering long-term relationships, and driving product adoption. Your proactive approach will help reduce churn and identify opportunities for growth within our customer base.

Responsibilities

• Client Onboarding: Lead the onboarding process for new clients, ensuring a smooth transition and setup.

• Relationship Management: Build and maintain strong, long-lasting relationships with clients, understanding their needs and objectives.

• Product Adoption: Drive product adoption by educating clients on features and best practices.

• Feedback Loop: Gather client feedback and collaborate with internal teams to enhance product offerings.

• Strategic Account Planning: Develop strategic account plans tailored to individual customers to maximize opportunities for contract renewal, upsell and cross-sell.

• Performance Metrics: Monitor client health scores and implement strategies to improve satisfaction and retention.

Who You Are

• 3+ years of experience in customer success or account management for enterprise customers.

• Strong interpersonal and communication skills.

• Proven ability to manage multiple projects simultaneously.

• Experience with CRM tools and customer success platforms.

• Analytical mindset with a focus on continuous improvement.

Nice to haves

• Previous freight experience

• 2+ years of management consulting, banking or other financial services

What We Offer

• Health plan

• Unlimited PTO

• Fully covered lunches and dinners.

If you have specific details or requirements you'd like to include, feel free to let me know, and I can adjust the description accordingly.