Scaled Customer Success Manager
GenLogs is a hardware, software, and data company building the next generation of Truck Intelligence™. Our mission is to build unbreakable supply chains in order to make our world safer and stronger. Through a nationwide network of sensors, we help our customers source carriers, eliminate fraud and theft, and provide real-time visibility on every truck in America. By operating at the intersection of edge sensing, computer vision, AI-driven analytics, and large-scale field deployment, GenLogs is transforming how transportation data is captured, secured, and commercialized.
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
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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.
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Implementation and activation: Onboard and train new users to ensure successful setup, user activation, and operational integration.
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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).
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Proactive account management: Proactively engage customers for 1:1 business review meetings when adoption or renewal risk is detected.
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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).
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Cross-functional collaboration: Work closely with Support, Product, Engineering, and Data teams to resolve customer challenges at the segment level and communicate customer feedback.
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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
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Customer advocacy: Serve as the voice of the customer internally, surfacing insights from aggregate segment data that improve product development and customer experience.
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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, an