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CloudTrucks 14 days ago
customer servicecustomer service🇺🇸 usa only🇺🇸 usa only
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Are you known for your ability to inspire your Customer Success teams and others to achieve greatness? If you’re an overachiever, who enjoys delivering exceptional results and wants to help build our business, this will be an exceptional job opportunity for you!

As a Manager of Customer Success Managers at CloudTrucks, retaining & expanding our fleets is our main focus. You will work closely with the VP of Sales & other revenue leaders to support the overall business strategy that drivers revenue growth.

Customer Success is here to ensure our Business Partners, owners of our fleets, are utilizing CloudTrucks to build the most successful trucking business, on their terms. When our Business Partners make money, CT makes money - and this makes Customer Success a Mutual Success-driven organization.

By having a holistic understanding of the industry, CT Platform & internal team processes, we will consult our Business Partners on how they can reach their desired business outcome with CT. Through product education, we will increase adoption of the app & business management tools. Through relationship management, we will build trust to retain our fleets. Through monthly check-ins, we will provide insight on their performance with CT and understand their business goals to help them be the best business partner to CT.


< class="h2">Key Responsibilities & Tasks
  • Actively coach and develop Customer Success Managers on your team

  • Meet or exceed monthly/quarterly Customer Success KPIs (NRR & Churn)

  • Reinforce operational excellence (attaining SLA’s, CSM opportunity oversight, etc.)

  • Deliver Monthly Business Reviews

  • Ensure retention & expansion strategy is communicated clearly to your team

  • Identify trends within the business and develop strategies to adjust accordingly

  • Recruit talented CSMs to make sure your team is at full head count

  • Reports to VP of Sales; Directly manages a team of 7-9 Customer Success Managers

< class="h2">What Success Looks Like:
< class="h2">Within 1 Month You’ll:
  • Progress through new hire onboarding process

  • Establish and run weekly team meetings including 1:1’s with your direct reports, define inidual goals with each CSM to be reviewed and discussed in bi-weekly business review and staff meeting; report on your team’s KPIs, progress to weekly/monthly/quarterly goals

  • Understand CloudTrucks instance. You can customize reports, dashboards, and required data to give you an optimized view into your teams performance

  • Have successfully taken a driver through the entire post-sales cycle

< class="h2">Within 3 Months You’ll:
  • Hire (or promote) your first CSM

  • Deliver your first Monthly Business Review

  • Schedule 3 external meetings with CloudTrucks customers to gain a better understanding of where we can improve their experience

  • Review updated Retention & Expansion Strategy based on review of team and overall feedback

  • Create coaching scenarios to improve the performance of your team

< class="h2">Within 6 Months You’ll:
  • Ensure your team maintains high standards of data integrity within our instance, resulting in increased levels of connection rates with existing customers from our sales and marketing programs

  • See improvement on Inactivity & Churn rates based on consistent coaching

< class="h2">Within 12 Months You’ll:
  • Maintain budgeted CSM headcount

< class="h2">You Should Apply If:
  • You have 4+ years of proven relevant Customer Success or Sales experience, preferably in a fast-growing SaaS company

  • You can demonstrate that you’ve built scalable processes and implemented strategies that have led to a proven track record in the SMB market

  • You have strong negotiating and strategic retention & expansion skills – creating a business plan, qualifying targets and prioritizing efforts

  • You have proven ability to develop/drive and thrive in a metrics-driven, process-based environment with high accountability

  • You have knowledge of Salesforce, Apple products, Google Docs and Excel

< class="h2">About Our Benefits:
  • Competitive salary

  • Unlimited PTO

  • Rock solid medical, dental, and vision plans

  • Ongoing training and growth opportunities

  • Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly

  • Enough freedom to spread your wings while still holding you accountable

  • Work remotely

< class="h1"> 
< class="h1">About CloudTrucks

CloudTrucks is a virtual trucking carrier in the multi-billion dollar trucking space. Core to this industry are over 3.5M truck drivers. They move more than 70% of all goods transported around the U.S., yet operate in a highly fragmented industry with huge opportunities for products, services and automation. We strive to deliver solutions that help truck drivers operate with much greater efficiency, increase their revenue, and offload business complexity. We are looking for uniquely exceptional people to join us on our journey as we massively scale into an industry-defining business. Recently, we raised $115 million in a Series B round. Here is a letter from our CEO that describes what's next.


We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.