Senior Customer Success Manager

Whip Around is a growing SaaS scale up and emerging leader in the fleet technology arena. With a global team across the United States and New Zealand, our product helps fleet operators easily manage the maintenance and inspections of their vehicles. Taking the industry through a digital transformation, Whip Around is quickly becoming the software platform of choice for business owners, fleet managers and drivers

Team culture is at the heart of our success, and we encourage everyone to bring their best selves to work every day.. We now boast a senior leadership team with experience from numerous successful global businesses and continue to double down on our vision to bring simplicity and efficiency to fleet management and compliance.

Why this role is important to us:

Senior Customer Success Managers play a critical role in maintaining the health, growth, and success of our customer base. Senior Customer Success Managers are assigned a portfolio of customers and their sole responsibility is to ensure they leverage Whip Around to optimize their business through adoption, growth, and retention. Our Senior Customer Success Managers know their way around our product but are comfortable talking to business leaders about their business and operations. Knowing when to build a report and when to talk business comes naturally.

What success will look like:

Customer Revenue Management/Growth:

• Drive customer retention and renewal plan and customer loyalty.
• Define, position, and sell solution offerings (cross-sell / upsell) to customer.

Continuous Customer Value Attainment:

• Define, design, develop, execute, and continuously refine Customer Success program plan at customer level.
• Define, Position, and Help implement adoption strategies for customers.
• Provide Whip Around solution best practices, business coaching and “value-added” expertise as customer “advisor”
• Help to shape change in customer engagement and Whip Around solution strategy
• Maintain customer cadence for product knowledge, new feature requests, and user/customer dialog
• Provide thought leadership and messaging to increase customer engagement with Whip Around
• Represent Whip Around programs with Key Stakeholders (ie operational contacts, decision makers and econ buyers) and in periodic business reviews
• Work with Product, Sales, Marketing, and other teams to identify best practices and new program opportunities/offerings for customer
• Define, design and communicate content in support of relevant customer programs to drive maximum ROI
• Drive metrics at customer including dimensions of Operational Efficiency, Compliance, Cost Reduction, etc across digital Inspections and Maintenance

Voice of Customer:

• Drive thought leadership in customer loyalty and the voice of the customer associated with owned programs
• Create customer reference and referral strategy based on business outcome value