Customer Success Manager - Piston

As a Customer Success Manager at Piston, your key responsibilities will include onboarding new customers, driving product adoption, providing strategic support to maximize customer satisfaction, identifying growth opportunities, advocating for the customers' needs within the company, and helping develop processes to enhance customer success as we scale.

To qualify for the Customer Success Manager role at Piston, candidates should ideally have 2-4 years of experience in customer-facing roles, particularly in B2B SaaS or fintech environments. Skills in managing post-sale relationships, strong communication capabilities, familiarity with CRM tools, and a proactive problem-solving approach are essential.

A typical day for a Customer Success Manager at Piston involves onboarding new customers, conducting training sessions, engaging with stakeholders to monitor account health, addressing customer needs proactively, and collaborating with sales to spot upsell opportunities, while also collecting feedback to improve our products.

Piston measures success for the Customer Success Manager role through various success metrics, such as customer retention rates, Net Promoter Score (NPS), and the time-to-value for new customers. Effectively managing and improving these metrics is crucial to the role.

As a Customer Success Manager at Piston, you will primarily engage with small to medium-sized businesses, particularly those in logistics, transportation, or fleet management sectors. Understanding their unique challenges and how Piston can help will be a significant part of your role.

When addressing an unhappy customer, it's crucial to actively listen to their concerns and empathize with their situation. Develop an action plan for resolving their issue, keeping open lines of communication. Demonstrating a sincere commitment to their success can often turn their experience around.

In previous roles, I focused on personalized onboarding experiences, ensuring customers understand the full value of our solution. Regular check-ins and tailored training sessions were key to driving adoption and seeing measurable success.

To improve customer retention, I would implement a proactive engagement strategy that includes regular feedback loops, wellness checks on account health, and personalized communication that highlights product value relevant to each customer's specific needs.

I prioritize tasks based on account health, urgency, and impact. Utilizing project management tools can help me stay organized and ensure that I'm addressing the most pressing issues before moving on to others.

I would analyze customer usage data and identify patterns suggesting they may benefit from additional features or services. Building strong relationships allows me to have open conversations about their evolving needs, facilitating natural upsell opportunities.

I am familiar with various CRM tools such as Salesforce and HubSpot, which help track customer interactions and health metrics. Additionally, I use data analytics tools for insights that inform customer success strategies.

Advocating for a customer's needs involves effectively documenting feedback and communicating it to relevant teams. Regularly sharing insights gathered from customer interactions can help drive discussions on product improvements.

The most critical skill for a Customer Success Manager is strong communication. Being able to convey complex information simply and effectively ensures customers feel understood and supported throughout their journey.

Ensuring alignment involves understanding the customer’s goals thoroughly and frequently checking in to see how they are progressing. This helps in tailoring support efforts, training, and resources to maximize their success.

I continually educate myself by reading industry blogs, participating in webinars, and networking with other professionals in customer success. Staying informed about the latest trends helps me bring fresh insights to my role.