Customer Success Manager

Job Summary:

Job Description:

Who we are and what we do

For more than 30 years, Chevin have been developing and delivering innovative software solutions for the global fleet management industry. Our products and services are used by internationally recognized companies such as Cox Automotive, Canadian National Railway, Deloitte and Accenture, through to not-for-profit organizations, global freight businesses, regional and local government. We have built a powerful platform that allows businesses to efficiently manage the complete lifecycle of a fleet, streamlining processes, improving performance and ensuring compliance. Using the latest technology, we deliver a modularized suite to manage everything from vehicles and assets, all the way to people, drivers, and technicians.

What’s the culture like?

Our focus from day one has always been to entice and excite the best talent globally and support them to do great things across our five regions. Creatively solving problems, having a passion for our customer’s experience and a pride in our work drives constant innovation. Our teams embrace change to help us scale and realise our goal of creating next generation applications.

Without our incredibly talented teams, our exceptional products wouldn’t make it out of the door, so we reward our people with great benefits that include;

• Flexible working options
• Annual leave starts at 25 days plus bank holidays and increases with length of service
• An extra day off to celebrate your birthday
• Company sponsored private health insurance
• Employee wellbeing support including access to private GP appointments, counselling sessions and enhanced company sick pay
• Up to 5% company pension contribution
• Learning and development tailored to your role

Job Overview

We are seeking a dynamic and results-oriented Customer Success Manager to join our growing team. The ideal candidate will be a hands-on self-starter that can dig into a customer base to understand the key stakeholders and business outcomes related to their fleet management strategy and assume responsibility for ensuring customers derive maximum value from our products and services, ultimately driving customer satisfaction and loyalty. The Customer Success Manager will play a pivotal role in building strong, long-lasting customer relationships, fostering customer advocacy, and contributing to increasing net recurring revenue.

Key Responsibilities:

Proactive Customer Engagement:

• Own the complete post-implementation customer lifecycle of your assigned accounts; responsible for delivering an exceptional customer experience throughout.

• Initiate regular communication with customers to understand their needs, challenges, and goals.

• Proactively identify opportunities for value-added services and solutions to enhance the customer experience and value.

• Anticipate customer concerns and address them promptly, ensuring a positive overall experience.

Empathy and Understanding:

• Develop a deep understanding of the customer's business, goals, and industry to provide tailored solutions and recommendations.

• Display empathy and actively listen to customer feedback, ensuring their concerns are acknowledged and resolved effectively.

• Collaborate with internal teams to advocate for customer needs and contribute to product improvements.

Strategic Development:

• Analyse customer data and behaviour to identify trends and potential issues before they arise.

• Plan, manage and execute strategic business reviews with key stakeholders, driven by understanding the customer’s target business outcomes and the FleetWave solution.

• Work closely with customers to develop strategic plans that align with their business objectives and drive success.

• Develop and implement scalable solutions for common customer challenges to enhance overall customer satisfaction.

• Work closely with the Technical Support team to manage customer expectations regarding ticket statuses and escalations.

Effective Communication Skills:

• Clearly communicate product updates, best practices, and relevant information to customers.

• Provide regular updates on account health and performance, ensuring transparency and trust.

• Collaborate with cross-functional teams, including sales and support, to ensure a unified customer experience.

• Understand and explain complex technical issues and solutions to non-technical people.

Customer Advocacy and Retention:

• Foster strong relationships with key customer stakeholders to drive customer advocacy and referrals.

• Develop and execute customer retention strategies to minimise churn and maximise customer lifetime value.

• Identify and capitalise on upsell and expansion opportunities through a deep understanding of customer needs.

Driving Net Recurring Revenue Growth:

• Initiate and manage the renewal process for your assigned accounts. Develop and implement action plans to ensure accounts are (or are managed back to) green health status and renewals are secured.

• Proactively identify customers at risk of churning, including those with legacy solutions. Escalate as appropriate and provide Chevin leadership with visibility of churn risks, actions in hand and support required.

• Collaborate closely with the Director of Customer Success & CRO to identify and pursue upsell and cross-sell opportunities within existing accounts.

• Set clear goals and expectations for increasing net increases in recurring revenue from existing customers.

• Develop and execute strategies to expand product adoption and usage, contributing to overall revenue growth.

• Partner with Professional Services to help identify and manage expansion opportunities.

Essential Skills and Experience:

• Qualification in business, marketing, or a related field.

• Minimum 2 years’ experience in a B2B customer-facing role, preferably as a Customer Success Manager, in a SaaS or service-oriented company.

• Exceptional verbal and communication skills.

• Excellent organisational skills with the ability to manage multiple objectives.

• Track record of working cross-functionally to create an exceptional customer experience.

• Experience handling challenging or complex customers or situations and can manage the resolution process.

• Strong analytical and problem-solving abilities.

• Demonstrated ability to work in a fast-paced, collaborative environment.

• Comfortable engaging and working closely with C-level / SVP-level executives.

• Highly motivated self-starter with high levels of resilience and the ability to succeed in a fast paced, changing environment, working both independently and remotely as part of a global team

• Up to 20% travel may be required.

Highly Desirable Skills & Experience:

• Fleet management or supply chain management experience.

• Knowledge of Salesforce, Zendesk, JIRA, Microsoft office suite

If you are passionate about customer success, possess excellent communication skills, and have a strategic mindset, we invite you to join our team and contribute to the success of our customers and our company.

Please note that we are unable to support applications for this role from candidates living outside of the United Kingdom at this time.

Worker Type:

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