Customer Success Manager

At Nauto you can make an impact at a high-impact company. We believe technology can help prevent collisions and save lives with predictive-AI that detects driver state and vehicle surroundings in real-time. More than 90% of car crashes can be attributed to human error. Nauto technology is designed to predict risk and alerts the driver with advance warning to help prevent collisions, improve driver safety, and save lives.

Our customers and prospects include many of the largest commercial fleets in the world along with vehicle manufacturers (OEMs), insurance providers, and autonomous vehicle companies. The company is backed by Greylock Partners, BMW iVentures, General Motors Ventures, Toyota AI Ventures, and SoftBank, and is well-positioned for continued growth.

The Customer Success Manager will be a point of contact for our client and is responsible for the day-to-day operational relationships, as well as overall strategy with the client (organizational environment, including formal and informal power structures, motivations of key stakeholders and how decisions are made). The Customer Success Manager provides guidance and direction to the client on how to solve business problems utilizing the Nauto solution. The Customer Success Manager will learn how to best utilize client systems, in addition to the Nauto solution, to drive optimal outcomes. The Customer Success Manager will operate in a cross functional environment which includes solution engineers, implementation, customer support, and product team members.

Attributes of a strong fit include:

• Customer first mindset
• Communication
• Problem Solving
• Empathy
• Active Listening
• Creative Thinking
• Data-driven decision making
• Value based customer conversations.
• Project Management

Responsibilities

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
• Create loyal and repeat customers. Engage with customers to ensure they continue to get values and ensure that they renew their contract. Improve retention, reduce churn, and get customer referrals/case studies.
• Need to have in-depth understanding of customer likes and dislikes of our product offering through surveys, business reviews etc., Analyze and provide consistent feedback to product team, and ensure they are addressed in future product roadmap.
• Own the relationship with assigned clients for customer satisfaction, retention, and referral.
• Establish relationships as a trusted and strategic advisor to have continued value-based conversations with customer key stakeholders.
• Develop and maintain customer success strategies and best practices. Champion and evangelize best practices of the product.
• Opportunity to significantly influence our customer base. A cheerleader for Nauto influencing and partnering with our customers.
• Maintain existing customer success metrics and data as directed.

Experiences and Skills

• Minimum 3+ years’ experience in Customer Success roles in Enterprise SaaS companies.
• Technical bachelor’s degree underpinned by a proven track record in the industry preferred, or equivalent work experience.
• Experience in achieving results in a complex, internationally distributed organization.
• Previous hands-on experience with customer evaluations and deployments.
• Consistent track record deploying and operationalizing complex solutions.
• Proven track record of integrated solutions success, as well as organizational and process implementation experience.
• Experience generating analytics leveraging Analytical tools.
• Well-developed capabilities in problem-solving and crafting efficient processes.
• This person will be an expert on conveying a sense of urgency and driving issues to closure and be comfortable working in a deadline driven environment.
• Must have the ability to initiate and build relationships with people in an open, friendly, and accepting manner.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• Comfort with adapting and adjusting to multiple demands, shifting priorities, ambiguity, and rapid change.
• Tinkering with hardware gadgets, sensors, or vehicles is a plus; and
• Willingness to perform limited travel (under 10%).
• PMP certification or other project management skills accreditation
• Ability to operate in a matrix organization and integrate with client organization.
• Global solutions development and delivery experience.
• Major transformation efforts involving significant organization and technology change.

• Ground floor opportunity with the team; shape the strategic direction of the company.
• The rare opportunity to change the world such that everyone around you is using the product you built to get around safely. We’re not just another app, we’re moving real people and goods and helping to reinvent transportation and logistics.
• Sharp, motivated co-workers in a fun office environment.