Customer Success Manager

Whip Around was born in 2016, originally to help freight companies in New Zealand tackle their paper-based compliance burden. It was whilst working for some of the globe's largest freight companies, that we saw first-hand how much time paper was costing fleet managers every day. Within a year, the US market was calling loudly as Whip Around met a clear pain point for businesses with fleets. Whip Around now services customers from coast to coast in the US and around the world.

Team culture is at the heart of our success, with personal improvement being just as important as company outcomes. 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 Managers play a critical role in maintaining the health, growth, and success of our customer base. Customer Success Managers 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 Managers 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

Requirements 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

Benefits

• Compensation Range: $75K - $95K, commensurate with experience and qualifications
• Unlimited PTO: Never worry about running out of leave again - use your paid time however you wish!
• Subsidized Healthcare: We offer a range of generously subsidized healthcare plans to suit you and your loved ones
• Retirement Support: We offer 401(k) matching to support retirement
• Family-Friendly: We offer a paid parental leave and additional support for primary and non-primary caregivers.
• Growth & Development: We support all members of our team with professional development plans, with the opportunity to participate in extra learning to grow their skills and careers
• Team Fun: We host regular team lunches, happy hours, events and get togethers for our teams to come together and celebrate with each other

If you are excited about the opportunity to work in fast paced, scaling SaaS company full of driven, hard-working people then please hit the "Apply for this job" below.

Whip Around is a place of continuous learning and growth, so if you're not sure you tick all the boxes but feel you have what it takes, please apply, we would love to hear from you!

Following your application, a member of the Whip Around Team will be in touch. If you have any accessibility requirements you can then let us know so we can assist throughout the process.

We participate in E‑Verify and will verify employment eligibility via Form I‑9. The notice of E‑Verify Participation and Right to Work posters can be found here.