Mid Market Customer Success Manager

Summary

GenLogs is a hardware, software, and data company building the next generation of Truck Intelligence™ to create safer and stronger supply chains. The Scaled Customer Success Manager will manage a high-volume portfolio of SMB and mid-market accounts, driving adoption, customer outcomes, implementation, retention, and expansion through digital-first, repeatable programs.

Responsibilities

• 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

Skills

• 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
• 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
• B2B SaaS experience required
• Experience managing a large portfolio customers preferred but not required
• Experience with CS or marketing automation platforms preferred
• Transportation/logistics or commercial auto insurance experience preferred

Qualifications

Must Haves

• 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
• 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
• B2B SaaS experience required

Nice to Haves

• Experience managing a large portfolio customers preferred but not required
• Experience with CS or marketing automation platforms preferred
• Transportation/logistics or commercial auto insurance experience preferred

Benefits

• Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
• Employer contribution towards premiums of optional higher-end plans
• Unlimited PTO
• Sick leave
• Company holidays (GenLogs observes all federal US Government holidays)
• Flexible leave for caregiving and medical needs
• Paid parental leave
• Budget availability for approved professional development courses, certifications, and training
• 100% travel reimbursement for all approved company travel and spending
• 401(k) plan
• Role is primarily remote/digital-first