Customer success manager

About the role: The Customer Success Manager/Account Manager is responsible for ensuring a seamless and positive experience for clients within the transportation and logistics industry. This role oversees the full customer lifecycle—from onboarding and training to ongoing support and account development. The position involves managing client relationships, resolving product or service-related issues, and identifying opportunities for revenue growth through upselling and service optimization. It requires close collaboration with the product team and direct communication with customers to support their operational needs and enhance satisfaction.

Schedule:

8 am — 5 pm CST, Mon-Fri.

We offer:

• Base compensation between $1200 -1400 monthly + incentives
• Paid Public US holidays and paid birthday leave
• 15 days of paid PTO per annum
• Regular salary reviews and career growth
• Referral bonus system

Essential Duties and Responsibilities:

The essential functions include, but are not limited to, the following:

Initial Setup & Strategy (One-time):

• Design and implement customer onboarding workflows and checklists
• Create comprehensive support documentation and FAQ resources
• Establish multi-channel customer communication systems (email, phone)
• Develop customer health scoring and risk identification systems
• Build account expansion identification and tracking processes

Ongoing Customer Management:

• Onboard new trucking companies and provide fuel card platform training
• Deliver technical support for card issues, platform functionality, and billing inquiries
• Monitor customer satisfaction metrics and proactively address at-risk accounts
• Conduct regular check-ins and relationship management calls with existing customers
• Handle discount program questions and billing support
• Collect and analyze customer feedback for product development

Revenue Growth & Upselling:

• Identify and execute upselling opportunities, including:
• Additional fuel cards for fleet expansion
• Premium discount tiers and volume-based programs
• Fleet management and reporting services
• Maintenance and repair of network access
• Insurance and financing products
• Truck washing and parking services
• Track expansion revenue and maintain the upsell pipeline
• Develop account growth strategies for high-value customers

Qualifications:

• Education: A Bachelor’s degree in Business Administration, Marketing, Communications, or a related field is a plus.
• Experience: 3+ years of experience in customer success, account management, or client services, preferably in the logistics, transportation, or SaaS industry.

Skills:

• Strong interpersonal and relationship-building skills
• Excellent communication and presentation abilities
• Proficiency in CRM and customer engagement tools (e.g., HubSpot, Salesforce)
• Ability to analyze customer data and develop retention and upselling strategies
• Skilled in managing multiple accounts and prioritizing tasks effectively
• Familiarity with trucking/fleet services, discount programs, or fuel card platforms is a plus
• Problem-solving mindset with a proactive approach to customer needs