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Customer Success Manager

CoastDraper, UT
On-site Full-time $120K/yr - $140K/yr

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Experience Level

Manager

Qualifications

To excel in this role, candidates should possess strong leadership skills, substantial experience in customer success management, and a proven track record in account management. Familiarity with B2B financial services, fleet management, or commercial vehicle operations will be advantageous. You should be adept at data analysis and have excellent communication skills to foster relationships with clients and guide your team effectively.

About the job

At Coast, we're revolutionizing the U. S. B2B card payments infrastructure, targeting the vast network of 500,000 commercial fleets, 40 million commercial vehicles, and countless commercial drivers. The technologies currently serving these customers are outdated, and there is a growing demand for modern digital experiences and transparent, cost-effective financial services. Our mission is to deliver transformative solutions at scale, starting with the Coast Fleet and Fuel Card powered by a state-of-the-art spend management platform.

About the Role

We are seeking a dynamic, people-centric Customer Success Manager to lead our dedicated team of Customer Success Managers (CSMs) while managing a portfolio of accounts. This player-coach approach is essential to how Coast fosters empathy, trust, and operational excellence throughout our customer journey. In this role, you will mentor, recruit, and develop a team focused on providing exceptional onboarding, activation, and retention for all customer segments.

Key Indicators of Success

  • Consistently deliver value to customers throughout their lifecycle
  • Achieve outstanding Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), while proactively monitoring health metrics and executing disciplined retention and expansion strategies.
  • Accelerate onboarding and fleet activation to ensure customers quickly realize value and consistently increase usage.
  • Act as a true player-coach, managing accounts, demonstrating product and customer success fluency, and enhancing team performance through a structured one-on-one coaching framework.
  • Grow the expansion pipeline by continuously identifying, developing, and advancing Customer Success Qualified Opportunities (CSQOs) into viable expansion prospects.

Responsibilities

  • Lead & Coach: Manage and mentor a team of high-performing CSMs with a focus on effective call coaching, onboarding execution, fleet activation, and account health management.
  • Own Accounts: Maintain a book of business to stay engaged with the customer experience, showcasing exemplary skills in onboarding, retention, and expansion.
  • Drive Activation: Ensure your team efficiently facilitates onboarding processes.
  • Create Value: Assist CSMs in demonstrating customer value throughout their lifecycle, from onboarding to maturity, by developing account-specific strategies aligned with clear use cases.
  • Maximize Expansion: Support CSMs in creating CSQOs and nurturing a proactive expansion pipeline.
  • Upskill the Team: Establish a repeatable coaching and enablement framework to enhance onboarding, account health, and overall team performance.
  • Build Systems Excellence: Promote operational rigor and data fluency across Salesforce, Sigma, Outreach, and our other platforms.

About Coast

Coast is at the forefront of re-engineering the B2B card payments industry in the U. S., focusing on the expansive market of commercial fleets and vehicles. We strive to provide innovative financial solutions that meet the evolving needs of our customers, ensuring they receive the most advanced digital experience possible.

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