Senior Manager of Customer Success

Mudflap serves the $800B trucking industry, the backbone of the U.S. economy. Our market-leading payment products help truckers save thousands of dollars on fuel (their #1 business expense), while providing our fuel stop partners with access to new, hard-to-reach customers. We’re a fast-growing marketplace business looking for a new customer-obsessed teammate to join us on this exciting... journey. As a Senior Manager of Customer Success, you will be a front-line manager to a group of Customer Success Managers who will be onboarding, nurturing, and expanding existing customers for Mudflap. You will be responsible for 1:1 coaching, mentoring, and strategy development, and you will be working closely with leaders across Sales, Marketing, Product, and the Executive team to drive positive outcomes for our Mudflap Fleet Card. As a key member of the Fleet Leadership team, you will have the opportunity to help build and refine Mudflap’s go-to-market motion. Expectations (In this role, you will): • Meet and exceed expansion and retention targets with a team of CSMs • Manage existing customer relationships and expansion opportunities • Ensure consistent execution of end-to-end success playbook and work closely with Revenue Operations to align CRM processes • Teach and measure your team’s key responsibilities, which include onboarding, training, upsell and retention • Achieve and exceed growth and retention on a monthly, quarterly, annual basis • Follow a disciplined approach to maintaining an accurate and current process for customer onboarding activities • Listen to calls, coach, and mentor Fleet Success team to improve their skill set • Understand, audit, and forecast business to leadership Experience (What we look for): • 3+ years experience building and leading successful, high-performing success teams • 5+ years CSM experience (experience with post sales, account management and onboarding are key) • Ability to leverage data to drive decisions, create systems, and identify process improvements to improve efficiency • Demonstrated success in fast-paced, results-oriented GTM environments, ideally at SaaS companies • Passion and excitement for hiring, with a thoughtful approach to team planning and development • Experience working cross-functionally to build successful top of the funnel activities to drive great customer outcomes; strong collaboration and influencing skills demonstrated through excellent communication and presentation skills • Ability to articulate contractual, technical, and financial value points to customers, including executive leaders • Proficiency with CRM, email, and call automation platforms (Hubspot preferred but not required) Perks and Benefits (What we offer): • A remote-first company focused on hiring the best talent • A committed team on a mission to change a massive industry for the better • A high bar for quality and commitment to self-improvement • An open mind to new ideas and methodologies • Competitive salary and benefit options • Opportunities and support for major career growth The salary range for this role is $131,000 - $169,000, and this role will be eligible for a bonus. This information reflects a base salary range for this position based on current market data, which may be subject to change as new market data becomes available. The candidate's skills, experience, and other relevant factors will determine the exact compensation. This position may also be eligible for additional incentives such as equity awards or short-term incentives. Our benefits include medical/dental/vision insurance, 401(k) with company match, WFH stipend, and PTO. Company Overview (Who we are): Mudflap is well-funded by top-tier venture investors, including QED, Matrix Partners, Commerce Ventures, NFX, and 500 Startups, and our core team hails from Disney, Uber, Procore, Google, Meta, DoorDash, Capital One, and Brex. Here are the core values that we believe in and look for in new teammates: • Be Customer Obsessed: We deeply understand customer needs and put our customers at the center of everything we do • Make it Count: Act like an owner by focusing on the impact of your work • Find a Way: Be a creative problem solver who pushes past roadblocks to win for our customers and our teammates • Sweat the Details: We keep our standards high and achieve them by paying attention to every detail • Be Curious: Use a growth mindset to question assumptions, take calculated risks and stretch the boundaries of what’s possible