Director, SMB Customer Success

Job description

Who We Are KeepTruckin builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust KeepTruckin’s integrated platform to power their operations, prevent accidents and reduce costs. At KeepTruckin, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. KeepTruckin is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work. About the Role: As the Director of Customer Success for our SMB business segment you will support over 100,000 unique customers. You will use a blend of people and technology led communication strategies coupled with data to scale processes and strategies that will support renewal and expansion for KeepTruckin’s largest segment. You will help initiate, guide and be the guardian of the action plans that add to and maintain KeepTruckin’s exceptional growth. Your success will be visible at the board level and be directly measured by Net Revenue Retention, Expansion ARR and NPS. As a manager of managers you will help foster a healthy and scalable culture rooted in KeepTruckin’s values; Seeking Improvement, Be Transparent, Creating Trust, Embrace Diversity and Advocate for the End User. What You'll Do: Crucial member of the Customer Success Department’s Senior Leadership Team helping guide and shape the future of the department and contributing to the future of the wider business. Lead an organization of remotely based managers responsible for leading pods of individual contributors domestically and abroad who drive widespread adoption and value confirmation of KeepTruckin’s technology across our SMB Customer base; companies with Identify opportunities for continuous improvement with a focus on automation and technology led processes to evolve playbooks, setting OKRs and guiding the broader customer journey. Support customer expansion by maintaining and scaling existing processes while strategically exploring how KeepTruckin can increase value and commercial relationship with our…