Senior Customer Success Manager at Fleetworks

Every year, companies spend over a trillion dollars moving freight across the U.S. — but the system for matching trucks with jobs is still slow, manual, and fragmented. FleetWorks is fixing that. We’re building voice agents that transform the chaotic freight booking process into a modern, intelligent marketplace. Our agents replace the endless phone calls, texts, and emails and match truckers who want to get paid with loads that need to be moved. We have a small, high-agency team working out of our office in SOMA. As the second member of the customer success team, you will be a true owner of your work, managing our most critical relationships and defining the customer success motion from the ground up. What you'll do - Manage the full customer lifecycle, acting as the primary owner from pilot kickoff through implementation, adoption, and renewal. - Program manage high-stakes pilots and implementations, ensuring timelines are met and customers realize immediate value from our platform. - Work closely with Engineering to scope and deliver on individual customer integration requirements, acting as the technical voice of the customer. - Build the CS foundation (0-to-1) by creating documentation, establishing operating procedures, and designing the engagement cadences we need to scale. - Drive ongoing customer education, ensuring users understand the full power of our voice agents and platform features. - Learn from others and teach those around you. What we look for - Professional experience in b2b customer success, account management, sales engineering or implementation, in an entrepreneurial environment. - A "builder" mindset: You are excited to be the second member of the team and want to work on 0-1 projects like building playbooks and defining processes. - Technical aptitude: You are comfortable working hands on with complex requirements gathering and configurations and collaborating with engineers to make sure we deliver on our promise. - A healthy appreciation for hard problems—we are transforming a massive, complex industry and we’re just getting started. How we'll get to know each other - 45 minute intro call, what you’ve worked on that you’re proud of, your goals and motivations and to figure out how that might fit in with what we’re working on at FleetWorks. - 45-min interview with a team member you'll work with if you join, so that we can get to know how you think about customer success and collaboration. - Case study or presentation to see how you approach customer challenges. - Paid onsite work trial so that we can get to know how you work and you can get to know us. - We'll talk with your references to help us understand how to best support your development at work—we might do this after you've signed your offer. - Transparent offer process that clearly outlines how we came to the compensation package we’re offering, including the current and potential value of your equity. What we offer - Top tier cash and equity compensation—we aim to be above 75th %ile for companies in San Francisco who have raised a similar amount of cash. - Competitive medical, dental, and vision benefits. - Fully covered lunches and dinners. - The opportunity to learn quickly, grow fast, and be rewarded for your contributions.