Mid-Market Customer Success Manager

Role Overview

Key Responsibilities

Account Management

• Serve as the primary relationship owner for a portfolio of existing mid-market gas station accounts.
• Build trust with owner-operators through regular, proactive communication — not just reactive support.
• Monitor account health and identify retention risk before it becomes churn.
• Support renewal conversations and identify expansion opportunities.

Onboarding & Implementation

• Team up with a Mid Market Onboarding Manager to ensure a smooth onboarding experience.
• Coordinate across internal teams and third-party vendors (POS providers, fuel system integrators, payment processors) to keep onboarding on schedule.
• Troubleshoot operational issues that arise during and after go-live, escalating appropriately.

Cross-Functional Collaboration

• Partner with Sales to ensure a smooth handoff from contract signature to onboarding kickoff.
• Feed customer and operational insights back to Product/Operations to improve the customer experience and our product offering.

Qualifications

• 3–5+ years in customer success, account management, or client services in a B2B environment with operational or technical complexity.
• Experience managing a low-volume, high-value account portfolio — comfortable as a single point of contact for a small number of large, complex relationships.
• Experience in FinTech, payments, or financial services is highly valued — particularly exposure to payment processing, PCI compliance, or regulated onboarding workflows.
• Familiarity with fuel retail or adjacent operations is a strong plus: POS systems, fuel dispenser/tank monitoring, payment processing, or EMV.
• Demonstrated project management ability — can run a multi-stakeholder onboarding plan without significant oversight.
• Comfortable holding renewal and expansion conversations, even without full sales ownership.

Qualities & Characteristics

• Technically curious, not technically intimidated — unbothered by POS terminals and fuel system integrations, and able to translate that complexity for non-technical operators.
• Relationship-first operator who builds real, lasting trust with owner-operators over time.
• Calm under operational pressure — treats a broken pump as a real-world, high-stakes issue, not an abstract ticket.
• Strong follow-through and ownership; visible accountability across a small, high-complexity book of business.
• Comfortable navigating small-business and independent owner-operator dynamics — direct, relationship-based communication rather than formal enterprise procurement style.
• Used to high-stakes, low-tolerance-for-error environments, where accuracy and follow-up genuinely matter.

Nice to Have

• Prior experience in fuel, convenience retail, petroleum distribution, or a similarly regulated field-services industry.
• Experience with CRM/CS platforms (Salesforce, Gainsight, HubSpot, Intercom, or similar).