ABOUT THE JOBThe 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.
BENEFITSHealthcare- 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 SupportProfessional 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 
