Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 28, 2026
Full Job Description
đź“‹ Description
- • Join Fullsteam Operations, a dynamic and growing company that is a leading provider of vertical software and embedded payments technology, dedicated to empowering small and medium-sized businesses to flourish. We are passionate about driving innovation and delivering best-in-class solutions that help our customers grow and delight their own clients. As part of the Fullsteam organization, Euclid Technology is at the forefront of developing and implementing premier SaaS solutions, Content Management Systems, and Mobile Web Solutions specifically tailored for associations, nonprofits, and other member-based organizations. Our flagship product, ClearVantage, is a comprehensive, integrated solution offering enterprise resource planning, customer relationship management, member relationship management, data warehousing and analysis, targeted marketing, workflow management, electronic commerce, and web content management.
- • We are seeking a highly motivated and experienced Manager of Customer Support & Client Success to lead our dedicated team. This pivotal role is responsible for delivering exceptional service, fostering proactive client partnerships, and ensuring long-term value for our association clients. You will own the entire post-implementation customer journey, from managing support operations to executing strategic account management. Your primary objective will be to ensure our clients successfully adopt, optimize, and grow with the ClearVantage platform, maximizing their return on investment and achieving their organizational goals.
- • In this leadership role, you will be instrumental in shaping the customer experience. Your responsibilities will span team leadership, operational excellence, and strategic client engagement. You will mentor and develop a high-performing team of Customer Support Analysts, fostering an environment of continuous learning and exceptional service delivery. You will oversee all aspects of support operations, ensuring strict adherence to Service Level Agreements (SLAs), maintaining rigorous quality standards, and optimizing issue resolution workflows for maximum efficiency and client satisfaction. A key aspect of this role involves owning high-risk escalations, providing expert guidance to your team in de-escalation strategies, and ensuring swift, effective resolution of critical client issues.
- • Beyond operational management, you will drive the business-level strategy for client retention within our association client base. This involves cultivating strong relationships with key stakeholders at association leadership levels, including Executive Directors, Membership Directors, and Program Heads. You will guide strategic conversations, understand their evolving needs, and position ClearVantage as an indispensable partner in their success. Proactively monitoring client health across the entire customer base will be crucial, allowing you to identify potential risks early and intervene with targeted strategies to mitigate churn and ensure client longevity.
- • As an internal champion for our clients, you will be the voice of the association community within Euclid Technology. You will analyze support trends, platform usage patterns, and client behavior to identify actionable insights and opportunities for product enhancement and service improvement. Your expertise will be vital in driving initiatives aimed at reducing ticket volume through strategic automation, comprehensive documentation, and effective client training programs. This proactive approach will not only enhance client satisfaction but also improve operational efficiency.
- • This role demands a unique blend of technical understanding, strategic thinking, and exceptional people management skills. You will need to be adept at triaging and diagnosing complex product issues, while also possessing the communication and presentation skills necessary to engage effectively with executive-level clients and internal stakeholders. Your ability to coach, mentor, and develop a team will be paramount to building a world-class support and client success function. If you are passionate about empowering organizations through technology and thrive in a collaborative, results-oriented environment, this is an exceptional opportunity to make a significant impact.
🎯 Requirements
- • 5–7+ years of experience in Customer Support, Customer Success, or Account Management within a SaaS environment.
- • 2+ years of leadership or team management experience, with a proven ability to mentor and develop staff.
- • Experience in the membership/nonprofit/association industry, ideally with experience using an Association Management System (AMS).
- • Strong operational management skills, including the ability to scale processes, create structure, and improve service quality.
- • Exceptional communication and executive-level presentation skills, with the ability to articulate complex information clearly and persuasively.
- • Experience with customer health scoring, customer lifecycle management, and developing retention strategies.
🏖️ Benefits
- • Competitive salary range: $57,075 - $115,000, commensurate with experience.
- • Comprehensive benefits package (details to be provided during the interview process).
- • Opportunity to work remotely within the US, offering flexibility and work-life balance.
- • Be part of a growing and innovative company with a strong mission to help businesses succeed.
- • Professional development opportunities and the chance to make a significant impact on client success.
Skills & Technologies
Remote
$57k-115k
About Fullsteam Operations, LLC
Fullsteam Operations, LLC is a North American supply-chain and logistics technology company headquartered in Birmingham, Alabama. It builds cloud-based software and payments platforms that unify freight audit, carrier management, shipment visibility, and fuel tax reporting for shippers, carriers, and fuel merchants. Operating under brands such as Propel, Axiom, and Diesel, Fullsteam processes billions of dollars in transportation-related payments annually, helping customers reduce costs, automate compliance, and optimize fleet operations across the United States, Canada, and Mexico.
