Location: Fully Remote

Department: Customer Success

Direct Supervisor: Director of Business Development

About Fuel Me

Fuel Me is a rapidly growing, VC-backed, technology startup revolutionizing the fuel industry! It is the first of its kind, cloud-based technology platform that allows on-road and off-road customers nationwide to purchase fuel for their trucks, machinery, generators, or tanks - anywhere and at anytime. Fuel Me simplifies the fuel procurement process while enabling customers to manage all purchases on a single platform, optimizing operations and administrative procedures while providing extensive cost savings.

Serving both On-Road clients such as fleets of trucks and Off-Road clients such as machinery on a construction site, Fuel Me is the optimal solution for any customer. Fuel Me manages client orders from start to finish through a reliable nationwide vendor coverage network, which guarantees clients the price and service they require, and truly deserve. We secured $18 Million in our Series A round earlier this year! Click on the link to learn more.

*This is a fully remote sales role. Candidates must reside in the United States.

Job Summary

The Enterprise Customer Success Manager at Fuel Me is a pivotal role that drives technology adoption and maximizes value for enterprise clients at a growth-stage company. This position focuses on ensuring seamless integration of Fuel Me's innovative fuel management platform into large-scale operations, helping customers optimize efficiency, reduce costs, and achieve measurable ROI. You will be the primary customer advocate, leveraging data-driven insights, technology solutions, and cross-functional collaboration to deliver an exceptional customer experience, drive retention, and support growth. This position is ideally suited for candidates who foster relationships with existing customers and expand key accounts.

Responsibilities

Strategic Customer Success & Technology Adoption

• Act as a trusted advisor for enterprise customers, guiding them through successful adoption and ongoing engagement with Fuel Me’s fuel management platform.
• Drive client success by aligning technology solutions with business goals identifying opportunities for automation, cost savings, process optimization, and product growth.
• Cultivate long-term partnerships by demonstrating how Fuel Me’s solutions solve complex fuel logistics challenges for growing organizations.
• Leverage customer feedback and usage data to drive platform improvements and influence product development.

Onboarding, Training, and Enablement

• Lead technology-driven onboarding processes, ensuring seamless implementation and client familiarity with platform features.
• Develop and deliver customized product training to enable clients to unlock the full value of Fuel Me’s offerings.
• Monitor onboarding progress, proactively addressing adoption roadblocks to drive customer success from Day 1.

Performance Optimization & Data-Driven Insights

• Track and analyze key customer health metrics (e.g., platform usage, retention, NPS) to identify improved engagement and business value opportunities.
• Conduct regular business reviews, leveraging platform analytics to showcase performance, ROI, and strategic opportunities for clients.
• Share actionable insights with enterprise clients, empowering data-driven decisions to optimize fuel management strategies.

Customer Retention & Expansion

• Proactively identify and mitigate risks to churn by building strong relationships and demonstrating continuous value.
• Identifying growth opportunities within current accounts and implementing strategies for client expansion.
• Champion customer renewals by demonstrating ROI and reinforcing the value of Fuel Me’s platform.
• Communicate between the vendor network and the client to avoid operational downtime for the client.

Operational Excellence with Tech Integration

• Serve as the primary escalation point for enterprise-level client challenges, providing fast and tech-driven solutions.
• Collaborate with Fuel Me’s technology teams to address system issues, ensure data accuracy, and improve platform performance.
• Lead efforts to integrate new product features and system enhancements that meet evolving enterprise needs.

Innovation & Continuous Improvement

• Identify opportunities for process innovation, leveraging Fuel Me’s platform and partner network to deliver smarter, scalable fuel solutions.
• Advocate for customers internally, ensuring their needs influence product innovation and technology roadmaps.
• Stay ahead of market trends and emerging technologies to enhance customer success strategies continually.

Cross-Functional Collaboration

• Collaborate closely with engineering, product, sales, vendor relations, and senior leadership to optimize platform functionality and drive customer success at scale.
• Support Fuel Me’s growth objectives by delivering insights that align customer success initiatives with business priorities.

Technology-Enabled Problem Solving

• Oversee critical fuel delivery logistics, utilizing technology solutions to address complex multi-site challenges.
• Develop after-hours and crisis management protocols to ensure uninterrupted, tech-enabled support for enterprise customers.

Qualifications and Requirements

Education and Experience

• Bachelor's degree in Business, Marketing, or related field; Master's preferred.
• 5+ years of experience in customer success, Account Management, or Client Services, preferably in a SaaS, technology-driven, or growth-stage company.
• Proven track record of managing enterprise-level clients, driving technology adoption, and achieving retention goals.
• Experience in complex B2B solutions, ideally involving logistics, fuel management, or supply chain technology.
• Strong understanding of SaaS platforms, integrations, and cloud-based technologies.
• Ability to analyze and interpret data metrics, using insights to influence client engagement strategies.
• Advanced proficiency in data analytics tools for reporting and performance tracking.
• Familiarity with API-driven solutions and enterprise software onboarding processes

Core Competencies

• Customer-Focused Mindset: Ability to build trusted relationships and deliver exceptional value to enterprise clients.
• Strategic Problem Solving: Proven ability to address complex challenges, align technology solutions with business objectives, and drive measurable outcomes.
• Communication & Presentation Skills: Strong verbal and written communication abilities to engage C-level stakeholders and deliver compelling value propositions.
• Collaboration & Leadership: Experience working cross-functionally with sales, product, and technical teams in fast-paced, high-growth environments.
• Communication: Excellent communication and negotiation abilities.
• After-Hours Support: Available for client support outside standard business hours.
• Crisis Management: Capable of effective crisis resolution and maintaining service continuity.