Senior Customer Success Manager

About the role

FleetWorks is revolutionizing the freight booking process by building voice agents that connect truckers with loads. As the second member of the customer success team, you will own the entire customer lifecycle, from pilot kickoff to implementation, adoption, and renewal.

Responsibilities

• Manage the full customer lifecycle, 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.

Requirements

• Professional experience in B2B customer success, account management, sales engineering, or implementation, in an entrepreneurial environment.
• 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.

Qualifications

• Experience with customer success, account management, sales engineering, or implementation in an entrepreneurial setting.
• Ability to work independently and manage multiple priorities simultaneously.
• Strong communication skills, both written and verbal.
• Passion for technology and a desire to solve complex problems.

Skills

• Customer relationship management.
• Project management.
• Technical aptitude, particularly in software integration and configuration.
• Problem-solving and analytical skills.

Benefits

• Competitive medical, dental, and vision benefits.
• Transparent offer process with clear compensation details and equity valuation.
• Top-tier cash and equity compensation—aiming to be above the 75th percentile for companies in San Francisco raising similar amounts of capital.
• Fully covered lunches and dinners.
• The opportunity to learn quickly, grow fast, and be rewarded for your contributions.

Pay

We aim to offer competitive compensation packages tailored to each candidate's experience and qualifications.

Schedule

We offer a flexible schedule designed to accommodate the needs of our growing team.