What are the responsibilities and job description for the Customer Success Manager - Piston position at Pear VC?
Customer Success Manager
What You Will Be Doing
What You Will Be Doing
- Onboard & Activate New Customers: Guide new customers through implementation and setup to ensure fast time-to-value and a smooth transition from sales.
- Drive Adoption & Retention: Build relationships with key stakeholders, monitor account health, and proactively address issues to reduce churn and increase engagement.
- Be a Strategic Partner: Help customers understand how to best use Piston to reduce fuel spend, eliminate fraud, and track driver behavior. Provide training and support tailored to their business goals.
- Identify Growth Opportunities: Spot upsell and cross-sell potential and collaborate with sales to grow accounts organically.
- Customer Advocacy: Collect and share customer feedback with Product and Engineering to inform roadmap decisions and improve the platform.
- Process Improvement: Help shape scalable customer success playbooks as we grow. You’ll be in the weeds—and helping pave the road.
- Manager an international remote team
- 2–4 years in a customer-facing role (Customer Success, Support, and Onboarding), ideally in a B2B SaaS or fintech environment
- Experience managing post-sale relationships and driving retention and expansion
- Strong communicator who can connect with operators, owners, and executives alike
- Familiarity with CRM tools (Salesforce, HubSpot, jira, etc.) and success metrics (retention, NPS, time-to-value)
- Experience of managing a team
- Ability to thrive in a fast-moving, startup-style environment with shifting priorities and big goals
- Experience working with SMBs or in industries like logistics, transportation, or fleet management
- Familiarity with payments, expense tracking, or fraud prevention tools
- Data-savvy—comfortable reading usage trends or digging into account analytics
- Experience managing international remote teams