Customer Success Manager

Customer Success Manager 

As a Customer Success Manager, you will be the primary point of contact for a portfolio of customers, driving adoption, retention, and growth. You’ll develop strong relationships with shop owners and managers, understand their business goals, and proactively provide guidance to ensure they achieve success with Fullbay. This role requires a consultative approach, the ability to think strategically, and a passion for customer advocacy. 

Primary Duties & Responsibilities:

• Build and maintain strong, long-term relationships with customers: defining, measuring, and supporting continuous value in Fullbay.
• Act as a trusted advisor by understanding customer goals and challenges, and providing proactive recommendations using and beyond Fullbay products and services.
• Drive product adoption by educating customers on best practices and new features.
• Proactively monitor customer health metrics and engagement to identify risks and opportunities.
• Support customers as they transition from implementation to long-term success.
• Collaborate cross-functionally with Onboarding, Sales, Support, and Product teams to resolve customer issues and drive improvements.
• Advocate for customers internally by providing critical feedback to the Product team not just on bugs or features, but on broader strategic product roadmaps and market fit.
• Implement initiatives at every stage of the customer lifecycle to improve customer outcomes, including regular business reviews that go beyond product adoption to help customers align Fullbay’s solutions with customers’ evolving business needs.
• Manage and own annual contract renewals and commercial questions to maximize net revenue retention by reducing churn and downsell.
• Identify expansion opportunities and work closely with Sales and Marketing on shared upsell strategies.
• Adheres to all confidentiality and compliance regulations.
• Performs other duties as assigned.

Minimum Education & Work Experience:

• Required: 5+ years of experience in Customer Success, Account Management, or a related field, preferably in SaaS.
• Preferred: Experience working with SMB customers, particularly in the automotive or heavy-duty repair industry, is a plus. 

Key Skills and Qualifications:

• Strong ability to build relationships and drive engagement with a diverse customer base.
• Excellent communication and presentation skills, with the ability to translate technical concepts into customer-friendly insights.
• Proactive problem-solving mindset and a passion for helping customers succeed.
• Experience analyzing customer data to drive retention and growth strategies.
• Ability to manage multiple customer accounts and priorities effectively.
• Familiarity with SaaS recurring revenue models and renewal motions.
• Familiarity with CRM and customer success platforms (e.g., Salesforce, ChurnZero, Gainsight) is a plus.

Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds. 
• Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.   
• Noise level in the work environment is usually moderate.
• Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.