The Scaled Customer Success Manager will manage a high-volume portfolio of SMB accounts to drive product adoption, customer outcomes, and retention. They will execute digital-first engagement models, including automated onboarding, training, and proactive renewal strategies.
ABOUT THE GO-TO-MARKET TEAM
The Go-to-Market (GTM) team at GenLogs is responsible for bringing our Truck Intelligence™ platform to the organization that depend on trustworthy, real-time freight visibility. We work directly with brokers, carriers, shippers, insurance companies, and ports to define problems, scope operational deployments, and scale high-impact programs.
The Customer Success function is one of many distinct arms of the larger GTM umbrella, which also includes: Business Development, Sales, Pre-Sales, Customer Support, Partnerships, Channel, and Marketing
We are responsible for all post-sale activities of the customer base, including account management, expansion, and renewal.
ABOUT THE JOB
The primary focus of the Scaled Customer Success Manager role is to provide world-class customer experience for our growing customer base, at scale. As a Scaled CSM, you will own a high-volume portfolio of SMB accounts and be responsible for driving adoption, customer outcomes, and retention through repeatable, one-to-many programs rather than individualized account plans. You will run the digital-first engagement model that ensures customers realize measurable value from GenLogs’ Truck Intelligence™ platform.
WHAT YOU'LL DO
Scaled Account Management: Own and manage a book of 50+ customer accounts using a mix of 1:1 engagement and automated tooling, with a key 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 full segment simultaneously (webinars, email nurture campaigns, knowledge base content, in-app messaging).
Proactive account management: Proactively engage customers for 1:1 business review meetings when adoption or renewal risk is detected.
Expansion and renewal: Identify growth opportunities and at-risk renewals through aggregate usage patterns and trends. Drive renewals and expansion via low-touch, repeatable motions (self-serve upgrade paths, automated renewal outreach).
Cross-functional collaboration: Work closely with Support, Product, Engineering, and Data teams to resolve customer challenges at the segment level and communicate customer feedback.
Automation and scale: Partner with Customer Support and the SVP of Customer Experience to build and maintain self-serve onboarding flows, guides, and automated activation sequences
Customer advocacy: Serve as the voice of the customer internally, surfacing insights from aggregate segment data that improve product development and customer experience.
Travel: Minimal travel required; role is primarily remote/digital-first, with occasional travel for internal team gatherings.
QUALIFICATIONS
Roll-up-your-sleeves attitude, you thrive in ambiguity and can execute as well as strategize.
3+ years of experience in Customer Support, Customer Success, Account Management, or related customer-facing roles.
Experience managing a large portfolio customers preferred but not required
Demonstrated success driving retention, customer adoption, and satisfaction
Strong written communication and presentation skills, including building email campaigns, in-app messaging, and self-serve content.
Strong analytical and problem-solving abilities, with comfort interpreting usage/health-score data across a large account base.
Experience with CS or marketing automation platforms preferred
B2B SaaS experience required.
Transportation/logistics or commercial auto insurance experience preferred.
BENEFITS
Healthcare
Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
Employer contribution towards premiums of optional higher-end plans
Time Off
Unlimited PTO
Sick leave
Company holidays (GenLogs observes all federal US Government holidays)
Flexible leave for caregiving and medical needs
Family Support
Paid parental leave
Professional Development
Budget availability for approved professional development courses, certifications, and training
Travel Support
100% travel reimbursement for all approved company travel and spending
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
