Senior Customer Success Manager

About the Role

Join us as a Senior Customer Success Manager for Key Accounts, a remote role based in the USA, where you will be a strategic partner to our most critical enterprise customers. You will drive their long-term success and foster strong relationships, leveraging your deep expertise to maximize customer value, retention, and growth for large, complex accounts, acting as a subject matter expert and thought leader.

Responsibilities

• Build and maintain deep, multi-layered relationships with key stakeholders, including C-suite executives, across a global portfolio of enterprise customers.
• Develop and execute comprehensive account strategies aligned with customer business objectives and Fleetio's offerings.
• Act as the primary point of contact for escalations and complex challenges, ensuring prompt resolution and customer satisfaction.
• Use advanced analytics, sentiment analysis, and customer feedback to proactively monitor account health, identifying risks and growth opportunities.
• Create and implement targeted action plans for at-risk accounts to ensure successful recovery and long-term retention.
• Conduct strategic business reviews, aligning customer objectives with Fleetio's product roadmap.

Requirements

• Deep expertise in customer success management, specifically with key or enterprise accounts.
• Strong strategic thinking, leadership, and problem-solving abilities.
• Proven ability to build and maintain multi-layered relationships, including with C-suite executives.
• Experience leveraging advanced analytics and customer feedback for account health monitoring and growth.
• Ability to act as a subject matter expert and provide thought leadership.