Fleetworks
Senior Customer Success Manager
3w ago
USASeniorprogram management
Manage critical customer relationships and define customer success processes in a freight marketplace platform.
Responsibilities
- Manage the full customer lifecycle , acting as the primary owner from pilot kickoff through implementation, adoption, and renewal.
- Program manage high-stakes pilots and implementations , ensuring timelines are met and customers realize immediate value from our platform.
- Work closely with Engineering to scope and deliver on individual customer integration requirements, acting as the technical voice of the customer.
- Build the CS foundation (0-to-1) by creating documentation, establishing operating procedures, and designing the engagement cadences we need to scale.
- Drive ongoing customer education , ensuring users understand the full power of our voice agents and platform features.
- Learn from others and teach those around you.
Conditions
- Top tier cash and equity compensation —we aim to be above 75th %ile for companies in San Francisco who have raised a similar amount of cash.
- Competitive medical, dental, and vision benefits.
- Fully covered lunches and dinners.
- The opportunity to learn quickly, grow fast, and be rewarded for your contributions.
Other
- Every year, companies spend over a trillion dollars moving freight across the U.S. — but the system for matching trucks with jobs is still slow, manual, and fragmented. FleetWorks is fixing that.
- We’re building voice agents that transform the chaotic freight booking process into a modern, intelligent marketplace. Our agents replace the endless phone calls, texts, and emails and match truckers who want to get paid with loads that need to be moved.
- As the second member of the customer success team, you will be a true owner of your work, managing our most critical relationships and defining the customer success motion from the ground up.
- Professional experience in b2b customer success, account management, sales engineering or implementation , in an entrepreneurial environment.
- Must have Enterprise level freight tech experience , you will be managing large, multithreaded broker accounts and smaller firms.
- A "builder" mindset: You are excited to be the second member of the team and want to work on 0-1 projects like building playbooks and defining processes.
- Technical aptitude: You are comfortable working hands on with complex requirements gathering and configurations and collaborating with engineers to make sure we deliver on our promise.
- A healthy appreciation for hard problems —we are transforming a massive, complex industry and we’re just getting started.
- 45 minute intro call , what you’ve worked on that you’re proud of, your goals and motivations and to figure out how that might fit in with what we’re working on at FleetWorks.
- 45-min interview with a team member you'll work with if you join, so that we can get to know how you think about customer success and collaboration.
- Case study or presentation to see how you approach customer challenges.
- We'll talk with your references to help us understand how to best support your development at work—we might do this after you've signed your offer.
- Transparent offer process that clearly outlines how we came to the compensation package we’re offering, including the current and potential value of your equity.