Job Description

Company Overview: REACH24 is a leading software as a service (SaaS) platform that powers breakdown recovery, equipment reporting, and preventative maintenance in the commercial trucking and intermodal industries. We are a technology-driven company focused on delivering innovative solutions to improve fleet management efficiency. Role Overview: We are seeking a Customer Success Manager to join our team at REACH, responsible for ensuring customer satisfaction, retention, and product adoption for our SMB segment. In this role, you will build strong customer relationships, drive engagement, and help customers maximize value from our solutions. As part of delivering an exceptional customer experience, this role also involves customer support responsibilities within our Customer Delight Team, assisting with ticket resolution and issue management as needed. This role operates in rotational shifts, primarily covering US hours to align with customer needs. Key Responsibilities: o Customer Onboarding & Adoption: Ensure a smooth onboarding experience and educate customers on product features and benefits. o Relationship Management: Build strong, lasting relationships with SMB customers to drive loyalty and satisfaction. o Retention & Expansion: Proactively reduce churn, collaborate on renewals, and identify upsell opportunities. o Customer Advocacy: Address challenges, align solutions with business goals, and provide strategic guidance. o Insights & Feedback Loop: Act as the voice of the customer, sharing insights to enhance the overall experience. Customer Support Responsibilities: o Support Ticket Resolution: Address customer queries and issues, ensuring timely and effective solutions. o Technical Assistance: Troubleshoot problems and escalate complex issues as needed. o Customer Communication: Provide clear, professional support via email, chat, and calls. Qualifications & Skills: o 2-4 years of experience in Customer Success, Customer Support, or a related role. o Proven ability to manage SMB customer relationships and drive engagement. o Strong communication, problem-solving, and analytical skills. o Experience with CRM and customer success tools (e.g., Salesforce, Gainsight, Zendesk, Freshdesk, etc.). o Comfortable working rotational shifts, primarily aligned with US hours. o SaaS or technology industry experience is a plus. Work Schedule & Shift Details: o Primary Work Hours: Night Shift (US Time Zone). o Flexibility: Shift timing may change based on business needs.