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GenLogs is a hardware, software, and data company building Truck Intelligence™—a platform that transforms supply chain visibility through edge sensing, computer vision, and AI-driven analytics. The company operates a nationwide network of sensors to help customers source carriers, eliminate fraud and theft, and provide real-time visibility on trucks across America.
The Scaled Customer Success Manager role focuses on delivering world-class customer experience at scale. You will own a high-volume portfolio of 50+ SMB accounts and drive adoption, customer outcomes, and retention through repeatable, one-to-many programs rather than individualized account plans. This is a digital-first engagement model designed to ensure customers realize measurable value from the Truck Intelligence platform.
Key responsibilities include:
• Scaled Account Management: Own and manage 50+ customer accounts using a mix of 1:1 engagement and automated tooling, with 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 segment (webinars, email nurture campaigns, knowledge base content, in-app messaging).
• Proactive Account Management: Monitor account health, identify expansion opportunities, and drive upsell/cross-sell initiatives within your portfolio.
• Metrics and Reporting: Track and report on key CSM metrics including adoption rates, NPS, churn, and expansion revenue.
• Cross-functional Collaboration: Work with Sales, Support, Product, and other GTM functions to ensure seamless customer experiences and feedback loops.
The Customer Success function is part of GenLogs' broader Go-to-Market team, which includes Business Development, Sales, Pre-Sales, Support, Partnerships, Channel, and Marketing. You'll be responsible for all post-sale activities including account management, expansion, and renewal.
