Department: Customer Experience | Reports to: Director of Client Success
Location: Remote (U.S.) Eligible only in ID, NE, GA, OH, TX, TN, PA, MI, FL | Type: Full-time
About the Role
The Client Success Manager • Tier 1 owns roughly 25-50 named strategic enterprise accounts, the customers above $2,500/month who carry the majority of our revenue and our most operationally complex fleets. Your job is to drive these accounts to 100%+ compliance, 2+ integration adoption, and renewal.
This is high-touch, named ownership. You run business reviews, build account plans, drive expansion conversations alongside Sales, and stay close to the operational reality of every account in your book. You pull in Compliance Services when there is delivery work to do, pull in Engineering when there is an integration to build, and partner with the Customer Support Manager when ticket signal flags a retention risk. You are also the steward of any existing Comply Plus / Max relationships in your book, delivery quality, not new sales.
What You'll Do
- Own ~30 named strategic enterprise accounts billing $2,500/month or above. Know each one, their fleet, their compliance posture, their integration stack, their decision-makers.
- Drive compliance to 100% +. Track every account's compliance %, identify the gaps, and run the plays that close them: driver outreach campaigns, document refresh cycles, audits.
- Drive integration adoption to 2+ per account. Build the integration story into every account plan, HRIS, background check, MVR, ELD, e-signature, and partner with Engineering to deliver.
- Sherpa best practices. Help clients understand the software and the best practices to utilize it to its max.
- Run business reviews and named-account plans. Cadenced QBRs with each account, with a real plan, real metrics, and real customer commitment to the next 90 days.
- Own expansion and renewal forecasting. Forecast renewal risk and expansion opportunity in coordination with the Director of Client Success and Sales. Surface risk early. Drive deals to close.
- Steward Comply Plus and Comply Max relationships. For accounts in your book that buy our paid compliance services, own the delivery quality of the experience, pull in Compliance Services for the work, hold the line on the outcome.
- Pull in the right help, fast. Compliance Services for delivery, Engineering for integrations, Customer Support for ticket triage, Implementation for re-onboarding new buyer personas. You orchestrate, you do not bottleneck.
- Feed the system. Every account teaches you something about the product, the process, or the playbook. Surface it to the Director and the rest of CS so the book gets smarter every quarter.
What You Bring
- 5+ years in customer success or strategic account management at a B2B SaaS company, ideally with named enterprise accounts.
- NRR and renewal track record. You have personally renewed and expanded a named book before, 100%+ NRR, 95%+ renewal, and you can walk through how.
- Operational executive presence. You can run a QBR with a fleet operations leader, navigate a hard conversation about renewal pricing, and translate compliance posture into business outcomes.
- Account planning discipline. You run named accounts on plans, not on vibes. You know what each customer is committed to, who is sponsoring it, and what could derail it.
- Data discipline. You watch your book on numbers, compliance %, integration count, health score, NRR, not on the last conversation. Comfortable in HubSpot reporting and in spreadsheets.
- Cross-functional fluency. You orchestrate Compliance Services, Engineering, Support, and Implementation without dropping ownership of the customer outcome.
- Clear written communication. Account plans, business reviews, renewal proposals, all specific, organized, easy for the customer to act on.
- Ownership. A retention number is the retention number. You drive it, you defend it, and you do not surprise the team with bad news.
Nice to Have
- Experience in DOT compliance, driver qualification, trucking, motorcoach, transit, or fleet operations.
- Prior exposure to driver compliance or driver recruiting platforms (DriverReach, Tenstreet, Idelic, Samsara, Motive, Foley, J. J. Keller, etc.).
- Familiarity with HRIS, background check, MVR monitoring, ELD, or e-signature integrations.
- Experience selling expansion alongside Sales, co-owning a quota or an expansion target.
How You'll Be Measured (First 6 Months)
- Compliance % across owned book. 6380;80%.
- Integration adoption. 2+ per account.
- Net revenue retention. Target 105% on your named book.
- Renewal rate. 95%+.
- Account plan completeness. Every named account has a current plan, sponsor map, and forward 90-day commitment.
Work Environment & Expectations
This position is performed in a remote work environment only available in the following states: Idaho, Nebraska, Georgia, Ohio, Texas, Tennessee, Pennsylvania, Michigan, and Florida.
- Employees are expected to maintain a dedicated, professional workspace that supports focus, confidentiality, and productivity.
- Reliable high-speed internet access is required to perform the essential functions of the role.
- Regular use of a computer, video conferencing, and online collaboration tools is required.
- Employees must be available during established core business hours and communicate proactively regarding schedule changes or availability.
- This role requires the ability to remain focused for extended periods of time while working at a computer and engaging in virtual meetings.
- The position may require flexibility to support business needs, including collaboration across time zones or during critical releases or client-impacting events.
- All remote employees are expected to comply with company policies related to information security, confidentiality, and acceptable use of company systems.
