Customer Success Manager

Location

Work from home | India

Job description

Remote

Zubie is an IoT, connected-car services, telematics, and data insights leader. Based in Bloomington, MN, Zubie powers business enterprises with real-time information about vehicles and drivers. Our solutions are tailored for the fleet, rental, automotive, and insurance industries, as well as small businesses.

As Zubie experiences a surge in demand for its platform within the Fleet, Rental, and Dealer Loaner sectors, we are excited to expand our team. We are currently seeking a Customer Success Manager exclusively focused on these segments. This remote position requires a candidate with a strong emphasis on empathy, problem-solving, and adaptability, and a background in software / technology sales. 

Job Role: Customer Success Manager

The Zubie Customer Success Manager role will report directly to the Director of Customer Success.

Job Description: As a Zubie Customer Success Manager, you will play a crucial role in ensuring the satisfaction and success of our valued customers. This role is responsible for managing a dedicated book of business, focusing on onboarding new clients, maintaining account health, conducting business reviews, driving renewals and expansions, and gathering testimonials. The ideal candidate is a customer-centric professional with excellent communication and relationship-building skills. 

Key responsibilities:

1. Onboarding:

• Guide new customers through the onboarding process to ensure a smooth and efficient transition onto the Zubie platform.
• Collaborate with cross-functional teams to address any technical or operational challenges during the onboarding phase.
• Provide training and resources to customers to maximize their understanding and utilization of Zubie’s products and services.

1. Account Health:

• Monitor and analyze customer usage data to proactively identify any potential issues or opportunities for improvement.
• Work closely with customers to understand their business goals and challenges, offering strategic insights and solutions to enhance their experience with Zubie.
• Act as the primary point of contact for customer inquiries, concerns, and escalations, ensuring prompt and effective resolution.

• 3. Business Reviews:
  • Conduct regular business reviews with key stakeholders to evaluate the overall performance and value delivered by Zubie’s solutions.
  • Present insights, trends, and key performance indicators to customers, demonstrating the impact of Zubie on their business objectives.
  • Collaborate with internal teams to address any gaps or areas for improvement identified during business reviews.
• 4. Renewals/Expansion:
  • Drive the renewal process by building strong relationships with customers and understanding their evolving needs.
  • Identify opportunities for upselling or cross-selling additional Zubie services to support customer growth
  • Collaborate with the sales team to ensure seamless renewal process
• 5. Testimonials:
  • Proactively seek customer feedback and testimonials to showcase success stories and satisfaction with Zubie’s products and services.
  • Work with the marketing team to create and promote customer testimonials through various channels, including case studies, testimonials, and other marketing materials.
  • Leverage positive customer experiences to drive brand loyalty and attract new business opportunities.

Requirements & Qualifications:

• Bachelor’s degree required in either Business Management, Communication, Computer Software, or equivalent
• 5+ years working in an account management, customer success manager, or equivalent role with demonstrated ability to participate in sales process, own the onboarding process, and work with team members to continue in customer success journey towards adoption 
• Experience in delivering web-based training for customers via phone, Zoom, or email 
• Strong strategic planning and project management skills with demonstrated ability to prioritize time and tasks quickly and effectively
• Impeccable oral and written communication skills that demonstrate: 1) active listening, 2) usage of open-ended questions, and 3) collaborates effectively
• Strong team player, self-starter, and thrives in a mult-tasking environment who can quickly adjust priorities
• You’re a driven and motivated individual, eager to learn, and a desire to serve customers and create win-win partnerships
• Occasional travel to client and industry events <10%
• Proficiency in Zendesk, ChurnZero, and/or Hubspot
• Ability to visit Zubie HQ in Bloomington, MN once per year at least
• Candidate submitting an application must have legal authorization to work in the United States

Note: Each Customer Success Manager will have their own book of business. 

Preferred Qualifications:

• Experience delivering technology-driven solutions, bonus points for working with a SaaS company
• Experience working with cross-functional teams (ie. Sales, Product, Marketing, Engineering)
• Experience with Hubspot or comparable CRM 
• Experience with Zendesk

If you are passionate about building strong client relationships, driving customer success, and contributing to the growth of a leading player in the fleet telematics industry, we invite you to apply for this exciting opportunity!

Job tags

Salary