Role OverviewThe Mid-Market Customer Success Manager (CSM) owns a focused portfolio of large, complex gas station relationships. This person is the primary point of contact for existing accounts and leads the operational and technical onboarding of new relationships - including POS setup, fuel system integration, and compliance coordination. The role blends relationship management with hands-on project execution, and carries soft targets tied to retention and account health.
Key ResponsibilitiesAccount Management- Serve as the primary relationship owner for a portfolio of existing mid-market gas station accounts.
- Build trust with owner-operators through regular, proactive communication - not just reactive support.
- Monitor account health and identify retention risk before it becomes churn.
- Support renewal conversations and identify expansion opportunities.
Onboarding & Implementation- Lead end-to-end onboarding of new gas station relationships, including POS setup, fuel system/dispenser integration, and payment processing configuration.
- Coordinate across internal teams and third-party vendors (POS providers, fuel system integrators, payment processors) to keep onboarding on schedule.
- Troubleshoot operational issues that arise during and after go-live, escalating appropriately.
Cross-Functional Collaboration- Partner with Sales to ensure a smooth handoff from contract signature to onboarding kickoff.
- Feed customer and operational insights back to Product/Operations to improve onboarding processes.
Qualifications- 3-5+ years in customer success, account management, or client services in a B2B environment with operational or technical complexity.
- Experience managing a low-volume, high-value account portfolio - comfortable as a single point of contact for a small number of large, complex relationships.
- Experience in FinTech, payments, or financial services is highly valued - particularly exposure to payment processing, PCI compliance, or regulated onboarding workflows.
- Familiarity with fuel retail or adjacent operations is a strong plus: POS systems, fuel dispenser/tank monitoring, payment processing, or EMV.
- Demonstrated project management ability - can run a multi-stakeholder onboarding plan without significant oversight.
- Comfortable holding renewal and expansion conversations, even without full sales ownership.
Qualities & Characteristics- Technically curious, not technically intimidated - unbothered by POS terminals and fuel system integrations, and able to translate that complexity for non-technical operators.
- Relationship-first operator who builds real, lasting trust with owner-operators over time.
- Calm under operational pressure - treats a broken pump as a real-world, high-stakes issue, not an abstract ticket.
- Strong follow-through and ownership; visible accountability across a small, high-complexity book of business.
- Comfortable navigating small-business and independent owner-operator dynamics - direct, relationship-based communication rather than formal enterprise procurement style.
- Used to high-stakes, low-tolerance-for-error environments, where accuracy and follow-up genuinely matter.
Nice to Have- Prior experience in fuel, convenience retail, petroleum distribution, or a similarly regulated field-services industry.
- Experience with CRM/CS platforms (Salesforce, Gainsight, HubSpot, Intercom, or similar).
