Customer Success Manager

Coast is re-imagining the trillion-dollar U.S. B2B card payments infrastructure, with a focus on the country’s 500,000 commercial fleets, 40 million commercial vehicles, and many million commercial drivers. The incumbent technologies that cater to these customers are decades old, and drivers and fleets increasingly demand modern digital experiences and affordable and transparent financial services products. Coast's mission is to deliver them at a transformational scale, beginning with the Coast Fleet and Fuel Card built on a cutting-edge spend management platform.

As a Customer Success Manager, you will be a trusted advisor to our customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.

You’ll be joining and helping enhance a proactive Customer Success motion. You’ll be responsible for understanding each customers required success outcomes, onboarding and implementing new customers based on their use-case, driving adoption and retention, and ensuring ongoing satisfaction.

Responsibilities:

• Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning, and execution
• Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
• Work closely with your Account Executive counterpart to develop a joint success plan to onboard customers quickly
• Proactively monitor and assess customer health to drive satisfaction, adoption, retention, and reduce churn
• Coach our customers on Coast products and demonstrate value through online presentations and proactive touchpoints to drive product adoption and account retention
• Collaborate with Product and Engineering to share customer feedback on product features and track enhancement requests
• Handle escalations and work across teams to resolve issues
• Help improve upon our existing approaches to customer engagement and account management leveraging our CS platform

Requirements:

• >4 years of experience in Customer Success, Account Management, or related customer-facing position within a rapidly growing B2B SaaS company
• Must be able to come into an office (SoHo, NYC) 3-4 days per week
• Passionate about customer success and experience
• Solve problems with curiosity, creativity, and a thoughtful mindset
• Skill working across complex relationships and with multiple business units, both externally + internally
• Manage multiple projects while maintaining strict attention to detail
• Bachelor’s degree preferred or similar work experience 

Compensation

Our salary ranges are based on paying competitively for our size and industry, and are one part of our total compensation package that also includes benefits, signing bonus, and equity. Pay decisions are based on a number of factors, including scope and qualifications for the role, experience level, skillset, and balancing internal equity relative to other Coast employees. We expect the majority of the candidates who are offered roles at Coast to fall healthily within the range based on these factors.

• Salary range: $110,000 - $130,000 annually
• Signing bonus
• Equity grant: commensurate with level determined at the discretion of the company, with meaningful potential upside given the company’s early stage
• Benefits overview:
  • Medical, dental and vision insurance
  • Unlimited paid time off (vacation, personal well being, paid holidays)
  • Paid parental leave
  • $400 accessories allowance for home office setup to be spent on a keyboard, mouse, headphones, etc.
  • Free lunch every Friday

About Coast

Coast is founded and led by Daniel Simon, who previously cofounded Bread (breadpayments.com), a leading payments and credit technology firm backed by some of the world’s top VCs which was acquired for $500MM+ in 2020.

Coast has raised $165M in total funding — our recent $40M Series B equity round was led by ICONIQ Growth with participation from Thomvest, and Synchrony. We're also backed by top fintech and mobility venture funds – including Accel, Insight Partners, Better Tomorrow Ventures, Avid Ventures, Bessemer Venture Partners, BoxGroup, Foundation Capital, Greycroft, Colle – and premier angel investors – including Max Levchin (Affirm), Josh Abramowitz (Bread), Jason Gardner (Marqeta), William Hockey (Plaid), Ryan Petersen (Flexport), and many others.

Check out the latest podcast interview on Fintech Layer Cake with Coast Founder Daniel Simon! 

Coast is committed to diversity, equity, and inclusion. We are building a diverse and inclusive environment, so we encourage people of all backgrounds to apply. We’re an Equal Opportunity Employer and do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, age, religion, disability, national origin, protected veteran status, or any other status protected by applicable federal, state, or local law.