Optix Europe
Senior Customer Success Manager, Mid Market
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Senior Customer Success Manager, Mid-Market
At Optix, we are passionate about our work and inspired to help bring meaningful value to our customers’ safety and efficiency solutions. Serving as the main point of contact for a portfolio of mid-market customers (fleets of up to 150 vehicles), the Senior Customer Success Manager (CSM) is responsible for managing relationships throughout the customer lifecycle, from pre-sale to renewal.
Alongside managing an existing customer base, the CSM leads the initiative to build the scalable processes and playbooks the mid-market segment needs as it grows. The CSM works closely with our customers to understand their business and technology objectives, finding solutions that best meets their needs.
The CSM will educate the customer on best practices, as well as focus on change management and user adoption. This role is best suited for someone who thrives in a fast-paced environment, loves building relationships, helping others and solving problems, while working cross-functionally to ensure success.
This position plays a crucial role in ensuring our customers are happy and stay a long-term partner who implements our solutions across their entire fleet, while shaping how Optix delivers customer success at scale as the mid-market segment grows.
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Key Duties & Responsibilities:
- Be the trusted advisor for the mid-market customer base throughout the contract, resulting in high levels of engagement and customer satisfaction
- Partner with commercial teams in building the mid-market function, including pre-sales and trials, expansion opportunities, and renewal efforts
- Act as a subject matter expert on products and solutions offered by Optix
- Work with cross-functional teams to ensure smooth delivery of installations, training, and support
- Present data analytics highlighting solution performance metrics to key customer stakeholders
- Serve as a point of escalation for complex customer issues
- Work closely with leadership to define the operating strategy for the mid-market segment
- Lead the design and roll-out of scalable processes and playbooks for the mid-market segment, building the foundations needed as the customer base grows
- Create and deliver effective best practice presentations, using repeatable playbooks and templates to support customers efficiently at scale
- Assist in managing or leading special projects as needed
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Education, Experience & Qualifications:
- Bachelor’s degree, or equivalent years of experience desired
- 5+ years’ experience in an account management or customer success role within a fast-paced, commercial products or SaaS environment
- Track record of building or scaling customer success processes, playbooks, or programmes in a growing SaaS business
- Strong customer focus, organizational, and problem resolution skills
- Experience working with all levels of an organization
- Aptitude for numbers and an ability to effectively present key performance metrics to stakeholders
- Knowledge of Agentic AI (or an enthusiasm to learn) a plus
- Ability to learn technical products quickly
- Demonstrable success managing a high-volume portfolio, with the ability to prioritize effectively across a growing customer base
- Background in telematics, or experience with managed services in the fleet industry is preferred
- Ability to travel up to 25% with most customer engagement conducted remotely
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