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Customer Success Manager at Whip Around. Whip Around is a growing SaaS scale up and emerging leader in the fleet technology arena. With a global team across the United States and New Zealand, our product helps fleet operators easily manage the maintenance and inspections of their vehicles. Taking the industry through a digital transformation, Whip Around is quickly becoming the software platform of choice for business owners, fleet managers and drivers. Team culture is at the heart of our success, and we encourage everyone to bring their best selves to work every day.. We now boast a senior leadership team with experience from numerous successful global businesses and continue to double down on our vision to bring simplicity and efficiency to fleet management and compliance.. Why this role is important to us:. Customer Success Associates play a critical role in maintaining the health, growth, and success of our customer base. Customer Success Associates are assigned a portfolio of small to mid-sized customers and their sole responsibility is to ensure they leverage Whip Around to optimize their business through adoption, growth, and retention. Our Customer Success Associates know their way around our product but are comfortable talking to business leaders about their business and operations. Knowing when to build a report and when to talk business comes naturally. . What success will look like:. Customer Revenue Management/Growth:. . Drive customer retention and renewal plan and customer loyalty.. . Define, position, and sell solution offerings (cross-sell / upsell) to customer to drive qualified leads CSQLs. . Continuous Customer Value Attainment:. . Define, design, develop, execute, and continuously refine Customer Success program plan at customer level.. . Define, Position, and Help implement adoption strategies for customers.. . Provide Whip Around solution best practices, business coaching and “value-added” expertise as customer “advisor”. . Help to shape change in customer engagement and Whip Around solution strategy. . Maintain customer cadence for product knowledge, new feature requests, and user/customer dialog. . Provide thought leadership and messaging to increase customer engagement with Whip Around. . Represent Whip Around programs with Key Stakeholders (ie operational contacts, decision makers and econ buyers) and in periodic business reviews. . Work with Product, Sales, Marketing, and other teams to identify best practices and new program opportunities/offerings for customer. . Define, design and communicate content in support of relevant customer programs to drive maximum ROI. . Drive metrics at customer including dimensions of Operational Efficiency, Compliance, Cost Reduction, etc across digital Inspections and Maintenance. . Voice of Customer:. . Drive thought leadership in customer loyalty and the voice of the customer associated with owned programs. . Create customer reference and referral strategy based on business outcome value. . Critical Competencies:. . Strong phone presence, be comfortable communicating over zoom, phone and email. . Be comfortable speaking with various customer personas (e.g. product users, decision makers, executives as needed) and engaging with humans daily. . Passion for technology and for being a part of a fast-growing SaaS company. . Be curious with our customers. Learn about their businesses and their challenges. . A willingness to learn and embrace new ideas. . Bias for action. . Experience:. . 3-5 years experience in Customer Success. . Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Tech Support). . Experience in B2B SaaS. . . Some experience using Salesforce, Video Conferencing, Slack, email and word processing tools. . Understanding of the Fleet Industry preferred . . Company Location: United States.