[Remote] Mid-Market Customer Success Manager

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.ResponsibilitiesDevelop and maintain strong, long-lasting relationships with your assigned customersGrow your book of business through a feature-based approach, mapping customer needs to Onfleet capabilities and expanding adoption of high-value featuresProactively identify account risks and drive mitigation strategiesDemonstrate ROI and communicate the value of Onfleet products/servicesDevelop account-specific strategies to drive adoption, expansion, and retentionAddress customer issues promptly and effectively to maintain high satisfaction levelsMonitor and analyze customer health metrics, NPS scores, and other relevant dataProvide regular updates on account status, risks, and opportunities to managementIdentify, forecast, and close expansion and upsell opportunities, including the pricing and packaging conversations that reflect the value customers realizeAct as the voice of the customer internally, working with product, sales, and other teamsEffectively manage key customer projects, as neededConduct regular check-ins and executive reviews (EBRs), as necessary and for certain accounts, to assess customer health and satisfactionSkillsBachelor's degree5+ years of experience in customer successProven track record of managing and growing a book of business, including expansion and upsell driven by feature adoptionStrong communication and presentation skillsRelationship building and managementAttention to detail, skilled at project management and prioritizationExperience with pricing, packaging, and negotiating commercial terms such as renewals, expansions, and upsellsExcellent problem-solving and analytical abilitiesPassion for building repeatable and efficient processesContinuous improvement mindset, intellectually curiousQuick learner with the ability to quickly digest technical knowledgeNegotiation and conflict resolutionStrategic thinking and planningAbility to work independently and as part of a teamA strong ethical foundation and the desire to do good in the worldExperience 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 SuccessUnderstanding and passion for the customer journey and customer success best practices, including detailed metricsIn-depth understanding of the industry and product/service offeringsBenefitsPerformance-based incentive/commission structure as part of the total compensation packageEmployee stock optionsComprehensive health, dental, and vision pending locationFlexible PTOCompany 401k pending locationA collaborative team of people who live our core values everydayCompany OverviewOnfleet 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.