Mid-Market Customer Success Manager

About Onfleet

Onfleet’s mission is to make it easy for our customers to offer fast, affordable, and delightful delivery to their customers. Our product includes intuitive smartphone apps for drivers, a powerful modern web dashboard for dispatchers, and automatic notifications and real-time tracking for recipients. As we continue to grow our talented team, we remain committed to transparency, integrity, and individual growth. We believe that your unique background and experience adds tremendous value to the organization and will empower you to take ownership of business challenges and the execution of solutions.

About the role

Onfleet is seeking a Mid-market Customer Success Manager to grow and expand relationships with valuable mid-market customers to drive mutual success and long-term growth. The ideal candidate will serve as a trusted advisor, helping customers achieve their business goals and optimize their use of the Onfleet platform. This role is focused on growing a book of business through a feature-based approach—driving adoption of high-value capabilities, expanding accounts over time, and leading the pricing and packaging conversations that come with that growth.

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This is the right role for you if you like variety and want to learn new things and develop your skills.  If you like doing the same thing each day, week or month, this is probably not the right place for you.  If you have lots of questions and want to know how our software works, how our customers use it, and why we do things the way that we do (or better yet, why we don’t do them a better way!) or how what you do impacts the business, then you will fit well on our team.  If you constantly think about how to do things more efficiently (including using AI to assist you) and are looking for something that challenges you, we have a lot of opportunities to sink your teeth into.  We are also looking for team members who like to roll up their sleeves and are willing to pitch in wherever they can.  In short, if you are attracted to challenging work because you see it as an opportunity for growth, then we would love to have you on the team!

What you'll do:

• Develop and maintain strong, long-lasting relationships with your assigned customers.
• Grow your book of business through a feature-based approach, mapping customer needs to Onfleet capabilities and expanding adoption of high-value features.
• Proactively identify account risks and drive mitigation strategies.
• Demonstrate ROI and communicate the value of Onfleet products/services.
• Develop account-specific strategies to drive adoption, expansion, and retention.
• Address customer issues promptly and effectively to maintain high satisfaction levels.
• Monitor and analyze customer health metrics, NPS scores, and other relevant data.
• Provide regular updates on account status, risks, and opportunities to management.
• Identify, forecast, and close expansion and upsell opportunities, including the pricing and packaging conversations that reflect the value customers realize.
• Act as the voice of the customer internally, working with product, sales, and other teams.
• Effectively manage key customer projects, as needed.
• Conduct regular check-ins and executive reviews (EBRs), as necessary and for certain accounts, to assess customer health and satisfaction. 
  

What You’ll Bring:

• Bachelor's degree.
• 5+ years of experience in customer success.
• Proven track record of managing and growing a book of business, including expansion and upsell driven by feature adoption.
• Strong communication and presentation skills.
• Relationship building and management.
• Attention to detail, skilled at project management and prioritization.
• Experience with pricing, packaging, and negotiating commercial terms such as renewals, expansions, and upsells.
• Excellent problem-solving and analytical abilities.
• Passion for building repeatable and efficient processes.
• Continuous improvement mindset, intellectually curious.
• Quick learner with the ability to quickly digest technical knowledge.
• Negotiation and conflict resolution.
• Strategic thinking and planning.
• Ability to work independently and as part of a team.
• A strong ethical foundation and the desire to do good in the world.

Nice To Have:

• Experience 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 Success.  
• Understanding and passion for the customer journey and customer success best practices, including detailed metrics.
• In-depth understanding of the industry and product/service offerings.

About our Success Team:

We take ownership of our customers’ health and happiness. Acting as the first and last line of defense, coordinating internal resources seamlessly to deliver an exceptional customer experience.

What We Offer:

• The base salary range for this role is $95,000 – $110,000, depending on experience, skills, and location. This role also includes a performance-based incentive/commission structure as part of the total compensation package.
• Employee stock options
• Comprehensive health, dental, and vision pending location
• Flexible PTO 
• Company 401k pending location
• A collaborative team of people who live our core values everyday

Onfleet is an Equal Opportunity Employer:

Onfleet’s culture is one that strongly values diversity in its workplace and we are committed to working with potential team members who can bring diverse perspectives and experience to our company and culture. 

We do not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law.

We highly encourage members of underrepresented groups to apply and we will consider qualified applicants with arrest and conviction records.