Director of Customer Success

We Speak Simplicity:

Bestpass is a comprehensive payment platform provider and leader in toll management solutions for commercial fleets of all shapes and sizes. We ensure data accuracy, consolidate payments, and save users time and money. Founded in 2001 by truckers for truckers, we are a trusted partner on the road and in the back office for customers and tolling authorities. When it comes to managing toll, it’s an easy task for a household consumer with only two cars in their driveway, but it is an incredibly complex task for trucking fleets.

That's where Bestpass comes in. We make tolling simple!

Our solutions help trucking fleets spend 40% less time managing transponders and 30% less time making toll payments, all while enjoying volume discounts (where applicable). Bestpass customers can turn their attention away from complex administrative tasks to focus on the challenges that are most important to their business. Seriously, who wouldn’t want to join our fleet?

At Bestpass, you’re in the Driver’s Seat!

Road Map: The Director of Customer Success builds and leads the Customer Education and Customer Success teams to achieve their goal of helping our clients realize value from our products and facilitate product adoption, resulting in loyalty and long-term customer retention and growth.

What Your Ride Will Look Like:

• Sets the vision and plan for the Customer Success organization, focused on driving product adoption, customer program optimization and a positive customer experience, to deliver strong net retention and customer loyalty.
• Executes, and measures the results of plans to ensure the Customer Experience teams are achieving customer satisfaction, loyalty and revenue retention targets.
• Optimizes the Customer Journey by examining the various stages, identifying gaps in customer-facing processes, and working across departments to ensure an optimal customer experience at every stage.
• Builds and leads a world-class Customer Success organization to drive measurable customer outcomes.
• Collaborate closely with internal teams, emphasizing the importance of customer success, building relationships and proactively driving initiatives to ensure all departments participate in the effort to bring value to the customer and provide exceptional experiences.
• Support Product team on the exploration and execution of product developments to improve the customer experience and team efficiencies.
• Drive continual improvement in people, technology, processes, and service. Establish and test new strategies to improve the customer experience.

Show Off What You've Got:

• Proven experience leading teams, including remote teams, driving software adoption, renewal and upsells, and leveraging customer success best practices.
• A positive and highly effective collaborator with a demonstrated ability to influence from front-line to senior leaders and work cross-functionally to gain consensus and a strong commitment for action.
• Detail oriented with excellent organizational, prioritization, and multitasking skills.
• Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Utilizes critical thinking and analytical skills regularly to identify issues and trends, develop solutions and/or recommendations to address root cause and to mitigate potential risk.
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction.
• Adept and comfortable managing in a fast-paced environment
• Relentless problem-solver
• Excellent written and verbal communication and presentation skills
• Excellent time management and strong sense of urgency
• Ability to prioritize and steer multiple priorities, projects, resources.
• Bachelor's Degree, 5-8+ Years in Customer Success Management experience

What Drives Us to Work Every Day:

• We are laid back but always professional.
• Our offices are modern and fully equipped to make you feel at home. Enjoy a team meeting in one of our two cafes, shoot some darts while brainstorming ideas or just sit back and enjoy free healthy snacks and drinks to keep your mind and body satisfied.
• We pride ourselves on making a difference, to our employees, clients, and their businesses.
• We love “quirky” and accept team members for who they are & what they bring to the table.
• We are proud to build all our relationships based on transparency and trust.
• All our teams consist of top talent that are energetic, inquisitive and love jumping out of bed each day because they know they can and will make a difference!

We care about your Zen:

• A flexible work schedule, with 100% remote and/or hybrid roles.
• An amazing benefits package, including health and dental-effective on your first day of work.
• Paid time off so you can have time to relax and experience a healthy work-life balance.
• A 401K plan with an impressive company match. It’s never too early to start saving for retirement!
• Tuition reimbursement to help expand your mind and keep your career on track.
• Health and wellness focused work environment with optional standing desks, office fitness challenges, monthly chair massages and plenty of outdoor space to take a walk or just clear your mind.
• Opportunities to participate in charitable events, give back to the community and get paid for your efforts!
• We reward success with promotions from within and encourage all employees to switch lanes and check out other departments.
• We pay hefty referral bonuses to all employees who refer family and friends!

Bestpass Core Values – We are #OneBP

• Own Outcomes: We take ownership for our actions, decisions, and we deliver on our promises. When we fall short, we create learning opportunities.
• Nurture Growth: We encourage learning new things, expanding your skills, sharing your individual ideas and asking tough questions.
• Excellence: We strive for excellence in everything we do and chart the path from good to great.
• Boldly Innovate: We are bold in our thinking, and we challenge the status quo in all areas. We are solution seekers even when faced with tough problems.
• People First: We win as a team by collaborating and bringing out the best in each other. We always treat others as they would like to be treated.

Bestpass is committed to fostering a diverse and inclusive culture that is respectful and welcoming of individual differences. We are proud to be an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion or belief (or lack thereof), sex, nationality, national or ethnic origin, civil status, age, citizenship status, sexual orientation, disability, genetic information, familial status, marital or registered civil partnership status, pregnancy or maternity status, gender identity, gender reassignment, military or veteran status, or any other protected characteristic in accordance with applicable laws and regulations