Scaled Customer Success Manager

GenLogs • Remote (Washington, District of Columbia, United States) • 2w ago

ABOUT THE GO-TO-MARKET TEAM

The Go-to-Market (GTM) team at GenLogs is responsible for bringing our Truck Intelligence™ platform to the organization that depend on trustworthy, real-time freight visibility. We work directly with brokers, carriers, shippers, insurance companies, and ports to define problems, scope operational deployments, and scale high-impact programs.
The Customer Success function is one of many distinct arms of the larger GTM umbrella, which also includes: Business Development, Sales, Pre-Sales, Customer Support, Partnerships, Channel, and Marketing
We are responsible for all post-sale activities of the customer base, including account management, expansion, and renewal.

ABOUT THE JOB

The primary focus of the Scaled Customer Success Manager role is to provide world-class customer experience for our growing customer base, at scale. As a Scaled CSM, you will own a high-volume portfolio of SMB accounts and be responsible for driving adoption, customer outcomes, and retention through repeatable, one-to-many programs rather than individualized account plans. You will run the digital-first engagement model that ensures customers realize measurable value from GenLogs’ Truck Intelligence™ platform.

WHAT YOU'LL DO

Scaled Account Management: Own and manage a book of 50+ customer accounts using a mix of 1:1 engagement and automated tooling, with a key focus on implementation and renewal.
Implementation and activation: Onboard and train new users to ensure successful setup, user activation, and operational integration.
Training and enablement: Implement and execute scalable customer success playbooks, workflows, and training resources that drive product adoption across the full segment simultaneously (webinars, email nurture campaigns, knowledge base content, in-app messaging).
Proactive account management: Proactively engage customers for 1:1 business review meetings when adoption or renewal risk is detected.
Expansion and renewal: Identify growth opportunities and at-risk renewals through aggregate usage patterns and trends. Drive renewals and expansion via low-touch, repeatable motions (self-serve upgrade paths, automated renewal outreach).
Cross-functional collaboration: Work closely with Support, Product, Engineering, and Data teams to resolve customer challenges at the segment level and communicate customer feedback.
Automation and scale: Partner with Customer Support and the SVP of Customer Experience to build and maintain self-serve onboarding flows, guides, and automated activation sequences
Customer advocacy: Serve as the voice of the customer internally, surfacing insights from aggregate segment data that improve product development and customer experience.
Travel: Minimal travel required; role is primarily remote/digital-first, with occasional travel for internal team gatherings.

QUALIFICATIONS

Roll-up-your-sleeves attitude, you thrive in ambiguity and can execute as well as strategize.
3+ years of experience in Customer Support, Customer Success, Account Management, or related customer-facing roles.
Experience managing a large portfolio customers preferred but not required
Demonstrated success driving retention, customer adoption, and satisfaction
Strong written communication and presentation skills, including building email campaigns, in-app messaging, and self-serve content.
Strong analytical and problem-solving abilities, with comfort interpreting usage/health-score data across a large account base.
Experience with CS or marketing automation platforms preferred
B2B SaaS experience required.
Transportation/logistics or commercial auto insurance experience preferred.

BENEFITS

Healthcare

Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
Employer contribution towards premiums of optional higher-end plans

Time Off