Customer Success Manager, ServiceUp
Fleet repair platform
Be an early applicant
Fleet repair platform
21-100 employees
Be an early applicant
21-100 employees
Company mission
To replace fragmented, manual repair processes with one connected platform for fleets and repair shops.
Role
Who you are
- 4+ years in Customer Success at a B2B SaaS company + experience in the Fleet industry
- A record of improving retention and adoption that you can show in numbers
- Experience in a usage-based or transaction-based revenue model
- Comfort with data: you can pull usage data, identify slipping accounts and walk a fleet manager through their own numbers to understand how value is being delivered to their business operations
- Hands-on use of AI tools to cut manual CS work and cover more accounts
- Strong organization and project management across multi-site implementations with many stakeholders
What the job involves
- Run onboarding for your accounts from signed contract to steady-state usage, with clear milestones and targets for time to first RO and time to value
- Become an expert in the product and work with customers to configure the platform during onboarding, and ongoing platform optimization to ensure that they derive maximum value from it
- Take the handoff from Sales and coordinate launch work across data load, user setup, approval rules, shop coverage and integrations (fleet systems, telematics, ERP), then train fleet managers, maintenance leads and drivers
- Drive each account to the definition of “adopted”, find the gaps between expected and actual usage, and close them with Operations and the shop network team with a goal of ensuring that the platform is the fleet’s “system of record” for maintenance and repair
- Run operational business reviews that show customers their value in their own numbers: cycle time, cost per repair, downtime and savings
- Keep every account in your portfolio scored in the account health model, and run save plans for at-risk accounts with a named owner and next steps
- Record the root cause of every decline or churn in your portfolio and bring it to the monthly cross-functional churn review
- Identify expansion opportunities, such as new locations or repair types, and hand them to Sales
- Keep account records current in our CRM, and report monthly on your portfolio’s RO volume, time to value and account health
Our take
Vehicles repairs are still managed through a mix of phone calls, emails, spreadsheets, and disconnected repair shops, making it hard for fleets and insurers to track costs and monitor progress. ServiceUp simplifies that process by bringing everything into one platform. From managing repairs and estimates to tracking jobs in real time, it gives customers a single place to oversee the entire repair process.
The platform connects fleets with repair shops, standardizes communication, and gives customers visibility into every job. It also recently expanded into Class 4-8 commercial vehicles, meaning businesses can now manage light, medium, and heavy-duty vehicles through the same system, making it especially useful for mixed fleets.
With the company recently raising $55, bringing its total funding to $70M, showing just how strong demand is for this sort of approach. Now the company plans to expand into new markets and continue developing its platform, putting it in a prime position as fleets increasingly look for more efficient ways to manage repairs.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Jul 2025
$55m
SERIES B
Sep 2022
$14.5m
SERIES A
Total funding: $69.5m
Company HQ
Campbell, CA
Leadership
Brett Carlson
(Co-Founder & CEO)Previously founded Betyah and Independent Brokers INC, and acted as Chief Business Officer for Swim.it. Experience as a Consultant for Kinetica, in Sales for Oracle, Resonate Software, Gartner, and Cloudera.
Brett Dashe
(Co-Founder & Head of Revenue)Previously acted as Director of Sales for Snap-File, Senior Account Executive for Box, Enterprise Account Manager for Granicus, and Outside Sales Manager for Hilton. Sits on the Board for Dash Data.
Javier Muniz
(CTO)Previously co-founded and acted as CTO for Granicus. Experience as Executive Advisor for PrimeGov, Senior Vice President of Engineering for Crownpeak, Software Engineer for Brodia, and Tools Engineer for WebTV Networks and Microsoft Corporation.
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