Senior Customer Success Manager

New York, USA

Do you want to be part of a huge growth business? Do you have a passion for helping customers achieve their goals?

Do you have 3+ years experience in Customer Success or Account Management in SaaS and based in (or near) New York City

If the answer is yes, you could be just what we are looking for!

At EdgePetrol we are putting our foot on the gas and planning to accelerate our growth 10x in the next year. In order to meet these ambitious targets we need to have a world-class Customer Success team in place to ensure that our clients see tangible value in our products to maximise retention and revenue opportunities.

Our users are gas/petrol stations owners around the globe who are using our software to transform the way they are working. Our customers have binned their spreadsheets and post-it notes they have been using for 30 years to tap into the live, accessible and valuable insight that we provide.

Reporting to the VP of Customer Success, you will be critical in the evolving success of the US customer base. You will be the founding member of the US based Customer Success team with support from the UK and the US based sales team. We already have a number of US clients signed with a healthy pipeline ready for when our US platform launches in September so expect a very busy start!  Being proactive, a fast learner and creativity in finding solutions to customer problems are key.

Our customers love us and are always bringing us new problems to solve. Through their feedback and data-driven insight (as well as passionate ownership), you will maximise the impact of EdgePetrol on their business. At EdgePetrol, our vision is to make fuel retail the most data-driven industry in the world through exceptional software solutions.

We are looking for someone who is highly motivated, a self-starter and results orientated to join our team with offices in NYC and London. In order to be considered for this role, you MUST meet our four core values: 

  • Can do attitude
  • Transparency
  • Communication
  • Integrity


Role responsibilities:

  • Own the customer relationship, post-sale through to renewal
  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors
  • Grow and up-sell existing accounts through consultative selling technique
  • Monitor and identify adoption and utilisation trends, provide recommendations based on risk and customers’ business needs
  • Conduct periodic customer health-checks
  • Prepare and educate customers on new features and releases
  • Help customers leverage the product for business success
  • Be the primary interface for your clients in resolving critical situations
  • Identify renewal risk and collaborate with internal teams to clear/alleviate blockers and ensure a successful renewal
  • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product
  • Mentoring new CS team members as we add to the team
  • Collaborate internally with Sales, Implementation,Product and Engineering to ensure best possible customer experience
  • Exceed performance targets

What we're looking for in you:

  • 3+ years experience as a Customer Successor Account Manager
  • Ability to understand customer requirements, develop and guide their thinking to drive EdgePetrol benefits
  • Well-organised and analytical with excellent problem-solving skills
  • Strong attention to detail
  • Self-starting mentality
  • Technical and business aptitude with the ability to learn software programs and industries
  • Experience using CRM systems to manage tasks and pipeline
  • English to a native fluency level
  • Excellent consultative skills (including objection handling, negotiating, persuading)
  • Strong relationship management (tailoring for the different stakeholders)
  • Comfortable with working towards set targets (goal-driven, accountable)


Nice-to-haves:

  • Prior experience in a fast paced start-up

Salary& Benefits

  • Salary commensurate with experience
  • Performance related pay
  • Potential for equity related earnings
  • Flexible working

To apply, please send a copy of your CV to careers@edgepetrol.com with a short bespoke cover letter as to why you think you would be a good fit for EdgePetrol.

Senior Customer Success Manager
New York, USA

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