Customer Success Manager

Primary Responsibilities

• Own a book of business and serve as the primary point of contact post-sale
• Build and execute Customer Success Plans aligned to customer goals, use cases, and success criteria
• Drive adoption through structured engagement (onboarding, pulse checks, monthly check-ins, business reviews)
• Monitor customer health, usage, and sentiment to proactively identify risks and opportunities
• Lead value-based conversations that connect T3 capabilities to ROI, efficiency, and operational outcomes
• Partner cross-functionally (Sales, Support, Product, O&E) to resolve issues and improve the customer experience
• Act as the voice of the customer or customer advocate – surfacing product gaps, process breakdowns, and improvement opportunities
• Identify and drive expansion opportunities through increased product adoption and strategic alignment

Why EquipmentShare?

We do things differently — and we think you’ll feel it from day one. We’re a people-first company powered by cutting-edge technology. That means our proprietary T3 platform doesn’t just run our business — it also makes your job easier, safer, and more connected.

About You

• Want to be part of a team that’s not just changing an industry for the sake of change — we’re transforming it to make it safer, more secure, and more productive
• Bring grit, heart, and humility to your work, and you’re excited about the opportunity to grow within a fast-paced, mission-driven environment
• See challenges as opportunities, embrace change and continuous improvement, bring energy, effort, and optimism every day

Skills & Qualifications

• 2+ years in Customer Success, Account Management, or similar customer-facing role
• Strong ability to manage a portfolio, prioritize accounts, and drive proactive engagement
• Experience working cross-functionally to solve customer problems
• Data-driven mindset with the ability to translate usage into insights and action
• Excellent communication skills with a focus on business outcomes (not just activity)

Preferred Experience

• In SaaS, telematics, construction, or fleet management
• Familiarity with tools like HubSpot or similar CRM/CS platforms
• Experience building or improving CS processes, playbooks, or reporting

Physical Requirements

• Must be able to sit for prolonged periods at a desk and work on a computer
• Must be able to occasionally travel to tradeshows
• Must be able to attend in person quarterly business meetings

A Workplace For All

We believe the best solutions come from a team that reflects the world around us. Our initiative — A Workplace For All — is rooted in the belief that we must work together to solve some of the toughest problems in construction. That means attracting, developing, and retaining great people from all walks of life.