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The Role

As Fleet SMB Manager, you are a key leader within our Customer Success organization. You will oversee a team of Jr Account Managers, helping guide and grow both your team and our portfolio of SMB (Small and Medium Business) customers. In this role, you’ll ensure the consistent delivery of outstanding service, foster customer retention and loyalty, and contribute to the overall growth strategy of the business.

You will be responsible for setting clear goals and expectations for your team, coaching and developing talent, and acting as an escalation point for complex customer needs. The ideal candidate brings a strong background in customer success, excellent leadership and communication skills, and thrives in a dynamic, fast-paced environment. You should be highly organized, tech-savvy, and passionate about delivering measurable outcomes for customers.

What You’ll Do

• Lead and Manage Team Performance:

Directly supervise a team of Client Success Specialists, providing coaching, mentorship, and performance feedback to ensure the team meets KPIs and service level expectations.

• Customer Success Strategy:

Own the success and retention of a portfolio of SMB accounts. Develop and execute strategies to enhance customer engagement, satisfaction, and long-term value.

• Escalation Management:

Act as the senior escalation point for complex customer issues and ensure timely, high-quality resolutions. Partner cross-functionally to address customer concerns and prevent future issues.

• Operational Excellence:

Track team performance metrics, manage resource allocation, and drive continuous improvements in processes, workflows, and tools to increase efficiency and effectiveness.

• Cross-Functional Collaboration:

Work closely with Sales, Product, and Support teams to ensure a seamless customer experience and alignment with customer goals and business outcomes.

• Team Development:

Conduct regular 1:1s and team meetings. Support professional growth through training, feedback, and career development opportunities.

• Customer Engagement Oversight:

Monitor communication quality across customer channels (calls, emails, CRM). Ensure consistent delivery of value and proactive engagement with customers.

• Reporting & Insights:

Analyze trends in customer satisfaction, product adoption, and support needs. Present findings and recommendations to leadership.

• Customer Advocacy:

Be the voice of the customer internally. Influence product and process enhancements based on feedback and experience.

• Special Projects & Continuous Learning:

Lead or participate in cross-functional initiatives. Stay up-to-date on industry trends, regulations (e.g., DOT/FMCSA), and product updates.

What You’ll Bring

• Proven leadership experience in a customer-facing, account management, or client success role (2+ years preferred)
• Strong understanding of customer success principles, customer journey management, and retention strategies
• Demonstrated ability to lead teams, set clear goals, and foster accountability
• Solutions-oriented mindset with excellent problem-solving skills
• Strong interpersonal, communication, and conflict resolution abilities
• Proficient with CRM systems (Salesforce preferred), support platforms (e.g., Genesys), and data reporting tools
• Ability to thrive in a fast-paced, metrics-driven environment
• Comfortable with change management and ambiguity
• Industry knowledge in transportation, logistics, or telematics a plus

Qualifications

• Education: Bachelor’s degree or equivalent experience required
• Experience: 2+ years in a supervisory or managerial role within Customer Success or related field preferred