Manager, Customer Success

@ Routeware, Inc.

Position Overview

We are seeking a dynamic and experienced Manager, Customer Success to lead a team of Customer Success Managers (CSMs) in delivering exceptional service and value to our municipal and private sector clients. This role is pivotal in driving customer satisfaction, retention, and expansion by optimizing team performance, refining processes, and enhancing systems.

Key Responsibilities

Team Leadership & Development: Lead, coach, and develop a team of CSMs to exceed customer satisfaction, retention, and growth goals. Foster a culture of accountability, continuous learning, and customer-centricity. Conduct regular 1:1s, performance reviews, and career development planning.

Customer Success Strategy & Execution: Define and implement scalable customer success strategies aligned with company goals. Oversee customer lifecycle management including onboarding, adoption, renewal, and expansion. Establish and track KPIs to measure team performance and customer health.

Process & Systems Improvement: Identify and implement improvements to customer success processes, tools, and systems (e.g., CRM, CS platforms). Collaborate with cross-functional teams (Sales, Product, Support, Marketing) to streamline workflows and enhance the customer journey. Leverage data and analytics to drive decision-making and proactive customer engagement.

Customer Advocacy & Relationship Management: Act as an escalation point for high-impact customer issues and ensure timely resolution, including direct involvement with high priority customers. Champion the voice of the customer internally to influence product development and service enhancements. Promote customer advocacy through case studies, referrals, and participation in user community events.

Qualifications

Required: 3+ years of direct people management experience in Customer Success or Account Management, 5+ years of experience in Customer Success in a SaaS or technology-driven environment, proven track record of improving customer retention and satisfaction, strong understanding of customer success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM systems (e.g., Salesforce), excellent communication, leadership and interpersonal skills, and an analytical mindset.

Preferred: Experience in the waste management or fleet management industry, familiarity with customer journey mapping and lifecycle frameworks, and relevant certifications in Customer Success.

Benefits

Comprehensive benefits including medical, vision, dental, life insurance, paid parental leave, Medical and Dependent FSA, 401K match, unlimited PTO, ten company holidays, one volunteer day, and Summer Friday's.

Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination. Employment decisions are based on job requirements, business needs, and individual qualifications.

Key skills/competency

• Customer Success
• Team Leadership
• Strategy
• Process Improvement
• CRM Systems
• SaaS
• Data Analytics
• Mentoring
• Customer Advocacy
• Relationship Management