Manager, Fleet Success

Description

Does creating and implementing processes or rolling out new strategies that result in a measurable increase in customer retention or expansion revenue excite you? Have you used customer health scores or other data-driven metrics to predict customer churn or success? Does helping customers overcome their pain points make your day?

If so, keep reading…

RTA is looking for a Manager of the Customer Success Team. This player/coach role is responsible for leading a team of dedicated and passionate Customer Success Managers. This role balances great people skills, coaching, and process and metrics management, while always keeping the strategic vision of the department in mind.

What We’re Looking For

Someone who:

Is passionate about customer engagement, building relationships, and solving pain points.

Has experience leading and managing a customer Success team for a software product, and loves helping others excel in their work.

Understands the value of metrics, knows what to track, how to track it, and is able to make strategic decisions based on the data.

Purposely and relentlessly seeks and destroys all obstacles blocking the success of the team and the company.

Embraces the changes AI is bringing to the Customer Success realm and actively incorporates AI into their strategy.

Can passionately care about our clients and the jobs they do. Our clients are fleet managers, parts clerks, automotive technicians, and they maintain everything from squad cars to school buses so that everyone comes home safely at the end of the day.

Wants to participate in a leadership team that constantly challenges and stretches each other’s abilities.

Loves to learn, grow, and stretch themselves through goal setting and daily habits.

Passionately cares about their team, and works collaboratively with them to work towards solutions with the team

Practices Extreme Ownership and takes action.

Skills and Qualifications

Some of the key skills for our Manager of Customer Success are:

Strong understanding of customer lifecycle management and digital engagement strategies (e.g., email automation, in-app messaging, webinars).

Familiarity with customer success platforms (e.g., Gainsight, Totango, ChurnZero, or Vitally) and CRM tools (e.g., Hubspot) and automation workflows. 

Experience analyzing customer health metrics, churn signals, and NPS feedback to drive retention and expansion strategies.

Basic knowledge of digital marketing strategies and tools (e.g., marketing automation, segmentation, and A/B testing).

Has experience with customer engagement at scale such as office hours, webinars, or community boards. 

Is familiar with the fleet industry, either through SaaS or directly. 

Does this sound like you? Why haven’t you applied yet? Come join our team and let’s disrupt this industry!!

Key Results Areas (aka the Job Outcomes)

Improve customer retention/ decrease churn

Increase GRR & NRR

Increased adoption of our new browser based interface 

Are you the peanut butter to our jelly? Feeling confident that this is in your wheelhouse? Let’s put that to the test!

The Bottom Line

You’ve made it this far, so congratulations! We are really looking for people who are ideal team players, with an almost frightening intensity around customer success, and a passion for working with fleet professionals.

Total compensation for the role is between 100k and 130k DOE. This is a full time, in office role.

About Us

RTA has been established since 1979 and has the reputation of providing the best customer service in the market. Our purpose is to help fleets succeed. We pride ourselves on creating a caring, family-oriented atmosphere for both staff and clients, and love that our work makes a positive impact on all the lives we touch. Our clients carry kids in school buses, first responders in emergency vehicles, patients in ambulances, food and medical supplies in trucks, and people just taking the bus or train to work. We do meaningful work, and we want our clients to have the best tools available to them.

Our office spaces are open, spacious, and colorful, with an abundance of natural light. We come together often as a company to enjoy freshly baked desserts or awesome lunches, and genuinely enjoy each other’s company. We offer some pretty unique perks and benefits, as well as all the standard ones.

Coming from the east side? You’ll enjoy waving at the traffic going the other way while never having to stare at the blinding sun. It only takes about 25 minutes to get here from downtown Scottsdale in the mornings. We are located close to Arrowhead Mall, with quick access to the 101 from multiple directions.

If all of this sounds like you, and your type of company, then click apply! Seriously, we’ve asked you three times, and you are still reading. Maybe you aren’t the Pam to our Jim?