Scaled Customer Success Manager

GenLogs 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, GenLogs is transforming how transportation data is captured, secured, and commercialized. ****ABOUT THE GO-TO-MARKET TEAM**** * The Go-to-Market (GTM) team at GenLogs is responsible for bringing our Truck Intelligence™ platform to the organization that depend on trustworthy, real-time freight visibility. We work directly with brokers, carriers, shippers, insurance companies, and ports to define problems, scope operational deployments, and scale high-impact programs. * The Customer Success function is one of many distinct arms of the larger GTM umbrella, which also includes: Business Development, Sales, Pre-Sales, Customer Support, Partnerships, Channel, and Marketing * We are responsible for all post-sale activities of the customer base, including account management, expansion, and renewal. ****ABOUT THE JOB**** The primary focus of the Scaled Customer Success Manager role is to provide world-class customer experience for our growing customer base, at scale. As 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 GenLogs’ 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. ### BENEFITS ****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 (GenLogs 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 Originally posted on [Himalayas](https://himalayas.app)