Customer Success ManagerSalt Lake City, UT

Customer Success Manager

Coast is re-imagining the trillion-dollar U.S. B2B card payments infrastructure, with a focus on the country's 500,000 commercial fleets, 40 million commercial vehicles, and many million commercial drivers. The incumbent technologies that cater to these customers are decades old, and drivers and fleets increasingly demand modern digital experiences and affordable and transparent financial services products. Coast's mission is to deliver them at a transformational scale, beginning with the Coast Fleet and Fuel Card built on a cutting-edge spend management platform.

As a Customer Success Manager, you will be a trusted advisor to our early customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You'll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction.

Responsibilities :

• Manage all post-sales activity for corporate customers through strong relationship-building, product knowledge, planning, and execution
• Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
• Work closely with your Account Executive counterpart to develop a joint success plan for your customers
• Constantly assess "health checks" for your customers to drive satisfaction, adoption, retention, and reduce churn
• Serve as the "voice of the customer" and provide internal feedback on how we can better serve them to maximize customer value and retention
• Maintain a deep understanding of our product and speak with customers about the most relevant features / functionality for their specific requirements
• Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
• Work closely with Product and Engineering on identification / tracking of enhancement requests
• Handle escalations and work across teams to resolve issues
• Improve upon our existing approaches to customer engagement and account management leveraging our CS platform

Requirements :

Compensation

Our salary ranges are based on paying competitively for our size and industry, and are one part of our total compensation package that also includes benefits, signing bonus, and equity. Pay decisions are based on a number of factors, including scope and qualifications for the role, experience level, skillset, and balancing internal equity relative to other Coast employees. We expect the majority of the candidates who are offered roles at Coast to fall healthily within the range based on these factors.

About Coast

Coast is re-imagining the trillion-dollar U.S. B2B card payments infrastructure, with a focus on the country's 500,000 commercial fleets, 10 million commercial vehicles, and 4 million commercial drivers.

Coast is founded and led by Daniel Simon, who previously cofounded Bread, a leading payments and credit technology firm backed by some of the world's top VCs which was acquired for $500MM+ in 2020.

Coast has raised $165M in total funding our recent $40M Series B equity round was led by ICONIQ Growth with participation from Thomvest, and Synchrony. We're also backed by top fintech and mobility venture funds including Accel, Insight Partners, Better Tomorrow Ventures, Avid Ventures, Bessemer Venture Partners, BoxGroup, Foundation Capital, Greycroft, Colle and premier angel investors including Max Levchin (Affirm), Josh Abramowitz (Bread), Jason Gardner (Marqeta), William Hockey (Plaid), Ryan Petersen (Flexport), and many others.

Check out our CEO's recent podcast interview with Primary Venture Partners and last year's product / market deep dive on Fintech Layer Cake with Coast Founder Daniel Simon!

Coast is committed to diversity, equity, and inclusion. We are building a diverse and inclusive environment, so we encourage people of all backgrounds to apply. We're an Equal Opportunity Employer and do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, age, religion, disability, national origin, protected veteran status, or any other status protected by applicable federal, state, or local law.