Scaled Customer Success Manager

Scaled Customer Success Manager

Gen Logs 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, Gen Logs is transforming how transportation data is captured, secured, and commercialized.

The primary focus of the Scaled Customer Success Manager role is to provide world-class customer experience for our growing customer base,  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 Gen Logs' 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.

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 (Gen Logs 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

Retirement Savings

• 401(k) plan