Customer Success Manager

Title: Customer Success Manager

Location: United States

Job Description:

Customer Success 

Customer Success Manager

About Record360

We believe that every person deserves simple technology tools that just work. Our mission is to help businesses feel confident sharing high value assets (i.e., equipment, trucks, cars) by providing them with simple tools to inspect, protect and manage their fleets and build relationships of trust with their customers. We aspire to provide amazing experiences to our customers, build simple and impactful products, and become the best versions of our personal and professional selves. Our asset maintenance platform is used by thousands of equipment, truck, and car rental shops and we’re growing fast.

The Role

Your mission is to deliver high quality customer service to our strategic accounts. In this role, you will work with our customers to build strong partnerships, drive adoption of our products/solutions, and ultimately ensure they realize value from their Record360 subscription. In addition to this, you can expect to work closely with a cross-functional Record360 ecosystem including Account Executives, Marketing, Support and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities. The Customer Success Manager serves as the trusted point of contact across the customer lifecycle; onboarding, adoption, advocacy and renewal.

This role reports directly to the Director of Customer Experience.

Responsibilities

● Own and manage a book of business, taking full accountability for renewals, retention, and expansion opportunities.

● Develop and maintain long-term relationships with stakeholders within assigned accounts, serving as the primary point of contact.

● Educate and train users on the Record360 platform, including sharing best practices, customizing email preferences, and providing updates on new features.

● Conduct ongoing account meetings to communicate best practices, provide use case examples, drive expanded functional usage, and communicate new feature releases (e.g., Product Roadmaps & QBRs).

● Closely manage and nurture accounts to identify and mitigate risks, leveraging data-driven insights and health scoring to guide decisions.

● Analyze customer account trends and provide actionable feedback to internal teams to ensure quality standards, customer requirements, and features are properly deployed and addressed.

● Take ownership projects to drive customer success initiatives and operational improvements.

● Engage directly with clients on technical requests, identify common challenges, and propose practical solutions.

● Collaborate cross-functionally with sales, marketing, engineering, and product teams to drive customer outcomes.

● Work closely and harmoniously with fellow CSMs to develop new customer success processes, troubleshoot customer needs, identify upsell opportunities, and mitigate churn/contraction.

Qualifications

● 3-4 years of B2B SaaS customer support, customer success, account management or consulting experience working with accounts of various sizes

● Superb written and verbal communication skills

● Strong customer-facing and presentation skills with the ability to establish credibility with customers

● Positive attitude, empathy, and high energy (High EQ. You're an empathetic, self-aware leader of people)

● Ability to take initiative

● Adaptable. You’re constantly learning and can flex between rolling up your sleeves or delegating responsibilities and empowering your team

● API/Integration competence

● Spanish fluency is preferred but not required.

Job Type: Full-Time, Exempt. Base Salary + Benefits (Medical/Dental/Vision), 100% 401(k) Matching (Up to 4%) + Unlimited PTO + Paid Parental Leave. Fully Remote Work Environment.

 

The base salary range for this position is $70,000 to $80,000 per year. The base salary actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, experience and training, skills, licenses and certifications, and education among other factors.

 

POR is an Equal Employment Opportunity employer and does not discriminate in hiring or employment practices. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, and any other characteristic protected by federal, state, or local laws. POR is committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment. To request any special arrangements, please contact Human Resources.