Senior Manager of Customer Success


42840 Christy St, Fremont, CA 94538, USA

Job Classification

Customer Success

Full-Time Position

Job Description

Azuga Inc., headquartered in Fremont, CA, is a part of Bridgestone Americas and leading SaaS telematics company. Providing a GPS-based software platform, Azuga customers turn data from vehicles into intelligence, and improving operations and safety reduces costs and risks. Azuga provides reliable end-to-end solutions for commercial fleets, government agencies, insurance companies, and automotive industry suppliers. Our platform is a market leader in OBD-II telematics solutions, offering analytics to change driver behavior, reward employees, and create safer fleets on the road.

Azuga Inc. is seeking a Senior Manager of Customer Success who will drive the success path for Azuga’s Customer Success
Managers (CSM) and customers.

This position will maintain and improve upon standards of service ensuring Azuga customers have a great experience with onboarding, training, implementation, adoption, and retention of all Azuga solutions through their CSM. As a Senior Manager of Customer Success, you will also help develop, improve, and implement best practices with the Customer Success team delivering a World Class customer experience.

  • Minimum of two years experience in managing Customer Success or Account Management teams
  • Bachelor's degree or equivalent experience required
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Support)
  • Experienced in leadership, coaching, and mentoring
  • Ability to assess and speak to software technology and SaaS offerings
  • Ability to problem solve and think outside the box to meet company expectations
  • Customer-centric orientation
  • Ability to interpret data to find and present trends, value, and ROI
  • Recruit, attract and retain high potential individual contributors for Customer Success
  • Supervise, coach, and develop CSMs
  • Hold regular 1:1 meetings with direct reports
  • Define operational metrics for the team; ensure there are adequate systems for tracking metrics; create cadence for review with the team and leadership
  • Evaluate performance and conduct mid/end of year performance appraisals
  • Team resource in guiding process transformations that will continually develop and improve customer experience, interaction, and training throughout the customer journey
  • Establish Customer Success policies and practices
  • Evaluate processes as a business resource to help identify gaps, best practices, proven success stories, and inefficiencies to continuously improve day to day operation
  • Be an Azuga solution Subject Matter Expert, including all supporting solutions and systems
  • Update, monitor, and manage CRM/CTI tools
  • Proactively monitor customer health to assess churn risk
  • Manage escalations from your direct reports and follow a methodical escalation process to quickly resolve issues
  • Ensure processes for escalating client issues happen with speed and urgency, orchestrating resources across the company as appropriate
  • Investigate why customer attrition is occurring and implement countermeasures to remedy
  • Create retention playbooks ahead of renewal dates to maximize customer retention rates
  • Drive Continuous Improvement within the department
  • Engage in Problem Solving to drive to root cause of issues and implement countermeasures
  • Evaluate the quarterly business review process to understand customers’ unique goals and business processes to ensure return on investment (ROI)
  • Invest time in training and personal development
About you
  • You have strong written and verbal communication skills with the ability to communicate effectively at all levels
  • You're self-driven and proactive nature
  • You have excellent listening and presentation skills
  • You pay strong attention to detail, well organized with the ability to multitask, prioritize and manage time effectively to meet aggressive timelines
  • You're open to a fast-paced, change-embracing corporate culture
  • You're positive attitude with a courteous and professional demeanor
  • You have a strong conflict resolution skills
  • You're excited about working in a well diverse company
Details of Position
  • Full-time, exempt position
  • Salary and bonus commensurate with experience
  • Travel up to 25%
  • Competitive benefits package including health care, paid vacation, and 401K
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