Customer Success Manager

Who we are: Here at IntelliShift , we are on a mission to create a safer and smarter tomorrow for the fleets that move the world. Our unified platform brings telematics, AI dash cams, maintenance, safety, and compliance together in one place — built by fleet people, for fleet people. We partner with some of the most recognizable fleets in the country, and we're growing fast. Our customers sit at the center of everything we do. When they win, we win. We're more than a vendor — we're a committed partner, and our Customer Success team is a huge part of why. About the role: As a Customer Success Manager , you'll own a portfolio of mid-market or enterprise customers (depending on your background) and serve as their trusted advisor across the full customer lifecycle. You'll combine a consultative mindset, strong executive presence, and a real knack for turning customer goals into measurable outcomes. What you'll do: Own and strategically manage a portfolio of MMB or ENT customers, building a deep understanding of each customer's business objectives, operating environment, and definition of success. Lead subscription and relationship management for your accounts — driving retention, mitigating risk early, and making sure we deliver on every commitment we make. Partner closely with our Sales Team to identify and execute expansion opportunities (upsell, cross-sell, and growth) tied to real customer outcomes and value realization. Drive proactive renewal planning and forecasting in Salesforce so there are no surprises at renewal time and the business has clean visibility into your book. Build trusted, value-based relationships across all levels of the customer organization, with a strong focus on executive and senior leadership stakeholders. Set a consistent strategic engagement cadence — QBRs, executive check-ins, business reviews — so your customers always know the ROI they're getting from IntelliShift. Guide customers through the full lifecycle, from onboarding through adoption milestones and long-term expansion. Act as the customer's voice inside IntelliShift, coordinating with Enablement, Product, Support, Installation Services, and other partners to resolve issues, surface feedback, and introduce strategic opportunities. Proactively monitor customer health, engagement, and business risk using data and insight — addressing concerns early and protecting revenue at scale. What you'll need to do it: 3-5+ years of Customer Success, Account Management, or comparable SaaS experience managing mid-market and/or enterprise portfolios. A consultative mindset — you ask sharp questions, listen well, and translate customer goals into action. Strong executive presence and the confidence to engage with senior leaders on both the business and the operational side of the house. A track record of retention, expansion, and renewal outcomes you can speak to specifically. Hands-on experience in Salesforce (SFDC); experience with a CS platform (Gainsight, ClientSuccess, ChurnZero, or similar) is a plus. Comfort and curiosity with AI tools — we're leaning more on AI across our internal workflows, and we expect our team to experiment, find new ways to work smarter, and bring ideas back to the group. Comfort working independently, owning outcomes, and partnering cross-functionally without a lot of hand-holding. Experience in fleet, transportation, logistics, field service, or another operationally complex B2B SaaS environment is a strong plus — but not required if you've thrived in adjacent industries. The values you'll live by as part of the team: Customer-Obsessed —Our customers are at the center of everything we do. When they win, we win. We're more than just a vendor; we're committed partners. No-Box Innovation —Forget thinking outside the box—what box? We embrace bold ideas and build what hasn't been built before to drive our customers and ourselves forward. Growth Through Friction —Not all friction is bad. We challenge inefficiencies, drive innovation, push for a stronger business, and break through limits. Trust Through Action —Promises don't build trust—actions do. We lead with transparency, act with integrity, and stay committed to always doing right by those we work with. Own It —Every action matters, so make it count. We are accountable for our work, own our outcomes, and always strive to make a positive difference. We offer competitive compensation, commensurate with experience and segment focus — $65–125k base salary plus a quarterly performance-based bonus. We also offer outstanding benefits to simplify the lives of our employees and show them how much we appreciate their contributions. IntelliShift provides company-subsidized medical, dental, and vision insurance for all FT employees and 401K with a 4% company contribution. Click this link to get more information on the company www.IntelliShift.com