Customer Success Manager (CSM)

Come Grow with Us

Route4Me www.route4me.com is an American multinational technology company specializing in route optimization software for logistics-intensive businesses. Our fully distributed team spans the United States, Eastern Europe, Western Europe, Asia, and South America.

Our Customer Success Team ensures customers achieve measurable business outcomes using our platform. As a Customer Success Manager, you will serve as a strategic advisor to a portfolio of SMB and mid-market customers—driving onboarding success, product adoption, customer health, retention, long-term value, and account growth.

This role blends relationship-building, proactive engagement, strategic insight, and operational execution. You will play a critical part in uncovering expansion opportunities, maintaining accurate customer documentation, and cultivating customer advocates.

This is not just a job. This is a career with a leader in route optimization.

What You’ll Do as a Customer Success Manager

• Own the customer lifecycle for a portfolio of SMB and mid-market accounts—from onboarding through renewal, retention, and expansion.
• Influence structured onboarding experiences and training paths that accelerate time-to-value and support early customer wins.
• Develop trusted, long-term relationships with key stakeholders and act as a strategic advisor on routing, operational efficiency, and best practices.
• Drive consistent product adoption and ensure customers fully leverage the platform’s capabilities.
• Maintain an active customer engagement cadence—including check-ins, success reviews, training reinforcement, and sentiment assessment.
• Proactively identify risks, uncover opportunities, and take action to prevent churn and reduce downgrades.
• Identify revenue expansion opportunities (user growth, add-ons, feature upgrades, annual contract conversions) and partner with Sales for seamless handoff.
• Maintain accurate, complete, and up-to-date customer profiles that reflect goals, adoption progress, use cases, and key health signals.
• Identify strong customer advocates and support opportunities for case studies, testimonials, G2/Capterra reviews, and customer reference requests.
• Collaborate cross-functionally with Sales, Support, Product, and Engineering to resolve issues, share insights, and advocate for customer needs.
• Prepare account summaries, renewal forecasts, and performance documentation as needed.

What Success Looks Like

• Customers are efficiently onboarded and achieve clearly defined early wins.
• Adoption remains strong, with customers continuously expanding usage and realizing measurable value.
• Customer profiles are accurate, current, and provide actionable insights for engagement.
• Retention is strengthened through proactive outreach and health monitoring.
• Expansion opportunities are routinely identified and appropriately routed.
• Customers participate in advocacy activities—reviews, testimonials, case studies, and references.
• Customers view you as a trusted partner and strategic contributor to their operational success.

Key SkillsCustomer & Relationship Management

• Strong ability to build relationships, influence stakeholders, and act as a trusted advisor.
• Clear, confident communicator with excellent listening and consultative skills.

Customer Success & Retention

• Customer-first mindset with a focus on long-term value and adoption.
• Ability to identify churn risks early and intervene proactively.
• Experience driving engagement, sentiment analysis, and ongoing training reinforcement.

Insight, Documentation & Advocacy

• Strong ability to maintain accurate customer profiles and health documentation.
• Comfortable identifying customer success stories and supporting reviews or case study participation.

Problem Solving & Execution

• Analytical and solution-oriented approach to customer challenges.
• Ability to translate customer goals into actionable plans.
• Comfortable operating in a fast-paced, high-growth SaaS environment.

Data, Tools & Collaboration

• Experience working in CRMs (HubSpot, Salesforce, etc.).
• Ability to interpret usage data, health scores, and performance metrics.
• Proficiency with Google Workspace, Slack, Zoom, and other productivity tools.
• Strong collaboration with Sales, Product, Support, and Engineering.

Qualifications

• 1–3 years of experience in Customer Success in a SaaS environment.
• Experience supporting SMB and/or mid-market customers.
• Familiarity with subscription-based models (renewals, expansions, churn).
• Strong multitasking, prioritization, and organizational skills.
• Experience in logistics, fleet management, or route optimization (preferred but not required).
• Bachelor’s degree or equivalent practical experience.

Work Environment & Requirements

• 100% remote—permanent work-from-home.
• Monday–Friday availability.
• Occasional travel may be required.
• Quiet workspace with a reliable high-speed internet connection (minimum 100 Mbps).

Training & Growth

Our comprehensive training program will transform you into a subject-matter expert on the platform, our customers, and key logistics use cases—setting you up for long-term success and advancement within the Customer Success organization.

Compensation

Base salary starting at $55,000; total compensation commensurate with experience.