Note: The job is a remote job and is open to candidates in USA. Onfleet is a company dedicated to enhancing delivery solutions for customers. They are seeking a Mid-Market Customer Success Manager to foster relationships with mid-market clients, ensuring their success and optimizing their experience with the Onfleet platform.
Responsibilities
- Develop and maintain strong, long-lasting relationships with your assigned customers
- Grow your book of business through a feature-based approach, mapping customer needs to Onfleet capabilities and expanding adoption of high-value features
- Proactively identify account risks and drive mitigation strategies
- Demonstrate ROI and communicate the value of Onfleet products/services
- Develop account-specific strategies to drive adoption, expansion, and retention
- Address customer issues promptly and effectively to maintain high satisfaction levels
- Monitor and analyze customer health metrics, NPS scores, and other relevant data
- Provide regular updates on account status, risks, and opportunities to management
- Identify, forecast, and close expansion and upsell opportunities, including the pricing and packaging conversations that reflect the value customers realize
- Act as the voice of the customer internally, working with product, sales, and other teams
- Effectively manage key customer projects, as needed
- Conduct regular check-ins and executive reviews (EBRs), as necessary and for certain accounts, to assess customer health and satisfaction
Skills
- Bachelor's degree
- 5+ years of experience in customer success
- Proven track record of managing and growing a book of business, including expansion and upsell driven by feature adoption
- Strong communication and presentation skills
- Relationship building and management
- Attention to detail, skilled at project management and prioritization
- Experience with pricing, packaging, and negotiating commercial terms such as renewals, expansions, and upsells
- Excellent problem-solving and analytical abilities
- Passion for building repeatable and efficient processes
- Continuous improvement mindset, intellectually curious
- Quick learner with the ability to quickly digest technical knowledge
- Negotiation and conflict resolution
- Strategic thinking and planning
- Ability to work independently and as part of a team
- A strong ethical foundation and the desire to do good in the world
- Experience with software tools generally used by Customer Success, such as Customer Relationship Management (CRM) tools and other customer and product-related tools. We use Salesforce, Productboard, Jira, Confluence, Intercom, Amplitude, Outreach and Customer.io in varying degrees in Customer Success
- Understanding and passion for the customer journey and customer success best practices, including detailed metrics
- In-depth understanding of the industry and product/service offerings
Benefits
- Performance-based incentive/commission structure as part of the total compensation package
- Employee stock options
- Comprehensive health, dental, and vision pending location
- Flexible PTO
- Company 401k pending location
- A collaborative team of people who live our core values everyday
Company Overview
Onfleet is a technology company that develops last-mile delivery management software. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is https://onfleet.com.