Sr Customer Success Manager (Remote)

Join a team of brilliant minds and generous hearts who care deeply about others' success. At Truckstop, we are the trusted partner for carriers, brokers, and shippers, leading the industry forward with our SaaS solutions. As a Senior Customer Success Manager, you will play a crucial role in ensuring our customers achieve their desired value from our products. You will work with mid-market and strategic broker customers, driving adoption, building high customer satisfaction, and achieving retention goals. Join us and make a difference in the freight-moving lifecycle.

Essential Job Functions

• Maintain a deep understanding of the products to provide best practices and meet customers' business needs
• Manage post-sales activity for employer's customers through project management, product knowledge, planning, and execution
• Identify expansion opportunities and collaborate with internal Sales stakeholders to execute growth plans
• Track accounts to identify churn risk and actively improve customer health and retention
• Conduct onboarding and retention campaigns to increase customer satisfaction and retention

Additional Responsibilities

• Coach and mentor other members of the Customer Success team
• Advocate for customers within employer and provide feedback for continuous improvement
• Project manage key strategic initiatives for the Customer Success team
• Collaborate with internal stakeholders to optimize the customer journey and experience

Position Requirements

• Experience in the freight or trucking industry (preferred)
• Four-year college degree from an accredited institution or equivalent experience
• Commitment to employer's mission, vision, purpose, and values
• Passionate about delighting customers and solving problems
• Team player with a proactive approach to addressing product adoption and churn mitigation
• Desire to work as part of a high-performing team
• Excellent written and verbal communication skills
• History of effective collaboration with cross-functional teams (preferred)
• Ability to coach and mentor others
• Strong technical aptitude, familiarity with Salesforce and Domo
• Empathy, humility, and strong listening skills
• Minimum five years of Customer Success Manager or Account Manager experience in a business-to-business or SaaS support environment

Additional Information

• Truckstop provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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