Manager of Customer Success

Coast is re-imagining the trillion-dollar U.S. B2B card payments infrastructure, with a focus on the country’s 500,000 commercial fleets, 40 million commercial vehicles, and many million commercial drivers. The incumbent technologies that cater to these customers are decades old, and drivers and fleets increasingly demand modern digital experiences and affordable and transparent financial services products. Coast's mission is to deliver them at a transformational scale, beginning with the Coast Fleet and Fuel Card built on a cutting-edge spend management platform. About the Role We’re looking for a hands on, people-first Manager of Customer Success to lead our frontline CSMs while owning a book of business. This player-coach model is core to how Coast builds empathy, credibility, and process excellence across our customer lifecycle. You’ll mentor, hire, and develop a team responsible for delivering exceptional onboarding, activation, and retention outcomes for all of our customer segments. What Success Looks Like Deliver consistent customer value across the lifecycle Deliver excellent GRR & NRR—and raise it further through proactive health monitoring and disciplined retention and expansion execution. Increase onboarding velocity and fleet activation so customers hit time-to-value faster and ramp usage more consistently. Be a true player-coach: excited to own accounts, demonstrate product + CS fluency, and raise team performance via a standardized 1:1 coaching framework. Enhance expansion pipeline by consistently identifying, creating, and progressing CSQOs into qualified expansion opportunities. What You’ll Do Lead & Coach: Manage and mentor a team of high-performing CSMs, focusing on call coaching, onboarding execution, fleet activation, and account health. Own Accounts: Carry a book of business to stay close to the customer experience and model best-in-class onboarding, retention, and expansion skills. Drive Activation: Ensure your team drives velocity and depth of onboarding. Create Value: Help CSMs demonstrate customer value across the lifecycle—from onboarding through maturity—with account-specific plans tied to clear use cases. Maximize Expansion: Support CSMs in creating CSQOs and building a proactive expansion pipeline. Upskill the Team: Develop a repeatable 1:1 coaching and enablement framework to improve onboarding, account health, and teammate performance. Build Systems Excellence: Champion operational rigor and data fluency across Salesforce, Sigma, Outreach, and our AI toolkit to guide prioritization and performance. What We're Looking For 5+ years in Customer Success or Account Management, with 2+ years managing CSMs or frontline customer-facing teams A proven player-coach: you lead by example while enabling others to succeed Track record of high-touch onboarding and expansion motions in SMB and mid-market Expertise in creating structure from ambiguity—using data, systems, and coaching to drive repeatable outcomes Strong communicator with a bias for clarity, urgency, and action Deep empathy for customers—and for the CSMs who serve them Bonus: familiarity with fintech, SaaS, or operations-heavy customer segments Compensation Our salary ranges are bas