Who We Are:

KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads. 

We see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives. KeepTruckin is proud to be a Forbes Cloud 100 company, a 2020 Career-Launching Company by Wealthfront and named a Forbes Best Startup Employer 2020.

About The Role:

As a Manager of Customer Success Programs, you’ll support our global Customer Success team by being the expert responsible for program managing all touch points with our scaled customer base. As such, you will perform a highly cross functional role that will strongly influence the design, development, and implementation of a holistic outreach model that utilizes data to proactively identify outreach, improve efficiency, and drive key recurring revenue metrics while ensuring a world class experience for our customers. Your success in this role will hinge on your ability to partner with both CS leadership and our cross-functional teams, driving the end to end process from stakeholder alignment, prioritization, scoping, execution, and change management. This is a position that will have leadership visibility and will deliver impactful outcomes for our customers and KeepTruckin a like.

What you will be doing:

• Craft a compelling, long term vision for the infrastructure that empowers our customer success team to grow at scale
• Design scalable ways utilizing technology and automation to discover and implement new system improvements as our business grows and evolves
• Lead change initiatives and build new and improved functional capabilities to deliver on the strategic and operational plans
• Be the expert of customer success tools including but are not limited to Salesforce, Pendo, Marketo, Pardot, AskNicely, Redash, and Matik
• Understand and help guide the build of backend systems that power seamless reporting and automation across our tools.  
• Develop executive level reporting on tool adoption, core KPIs, and effectiveness to effectively communicate productivity and tool ROI
• Coordinate cross-departmentally to drive programs forward acoss Sales, Support, Enablement, Product, Marketing, Enterprise Systems and BizOps
• Enhance communications and decision making effectiveness among CS, Sales, Enterprise Systems, Product, and Marketing. 

What you should have:

• 7+ years in a customer success or consulting role with 3+ years managing global teams.
• Demonstrated building and implementing customer journeys and programs serving a complex customer base in a B2B SaaS model
• Experience architecting and maintaining complex implementations of customer success tooling and infrastructure 
• Experience working with Sales, Support, Product, and Marketing and ability to create frameworks and structures to scale creative and custom solutions
• Open and collaborative work style in a face-paced environment
• Curiosity about how things work, with the ability to anticipate problems or spot areas for improvements.
• Comfort in ambiguity of changing priorities and flexibility to new ideas
• Data-driven commitment to process improvement
• Very strong program management skills who can identify and solve problems quickly with minimal management guidance
• Possesses exceptional written and interpersonal communication skills, and able explain your work clearly and concisely to stakeholders 

Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.