Manager of Customer Success

<p>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.</p> <p><strong>About the Role</strong></p> <p>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.</p> <p><strong>What Success Looks Like</strong></p> <ul> <li>Deliver consistent customer value across the lifecycle</li> <li>Deliver excellent GRR &amp; NRR—and raise it further through proactive health monitoring and disciplined retention and expansion execution.</li> <li>Increase onboarding velocity and fleet activation so customers hit time-to-value faster and ramp usage more consistently.</li> <li>Be a true player-coach: excited to own accounts, demonstrate product + CS fluency, and raise team performance via a standardized 1:1 coaching framework.</li> <li>Enhance expansion pipeline by consistently identifying, creating, and progressing CSQOs into qualified expansion opportunities.</li> </ul> <p><strong>What You’ll Do</strong></p> <ul> <li>Lead &amp; Coach: Manage and mentor a team of high-performing CSMs, focusing on call coaching, onboarding execution, fleet activation, and account health.</li> <li>Own Accounts: Carry a book of business to stay close to the customer experience and model best-in-class onboarding, retention, and expansion skills.</li> <li>Drive Activation: Ensure your team drives velocity and depth of onboarding.</li> <li>Create Value: Help CSMs demonstrate customer value across the lifecycle—from onboarding through maturity—with account-specific plans tied to clear use cases.</li> <li>Maximize Expansion: Support CSMs in creating CSQOs and building a proactive expansion pipeline.</li> <li>Upskill the Team: Develop a repeatable 1:1 coaching and enablement framework to improve onboarding, account health, and teammate performance.</li> <li>Build Systems Excellence: Champion operational rigor and data fluency across Salesforce, Sigma, Outreach, and our AI toolkit to guide prioritization and performance.</li> </ul> <p><strong>What We're Looking For</strong></p> <ul> <li>5+ years in Customer Success or Account Management, with 2+ years managing CSMs or frontline customer-facing teams</li> <li>A proven player-coach: you lead by example while enabling others to succeed</li> <li>Track record of high-touch onboarding and expansion motions in SMB and mid-market</li> <li>Expertise in creating structure from ambiguity—using data, systems, and coaching to drive repeatable outcomes</li> <li>Strong communicator with a bias for clarity, urgency, and action</li> <li>Deep empathy for customers—and for the CSMs who serve them</li> <li>Bonus: familiarity with fintech, SaaS, or operations-heavy customer segments</li> </ul> <p><strong>Compensation</strong></p> <p>Our salary ranges are based on paying competitively for our size and industry, and are one part of our total compensation package that also includes benefits, signing bonus, and equity. Pay decisions are based on a number of factors, including scope and qualifications for the role, experience level, skillset, and balancing internal equity relative to other Coast employees. We expect the majority of the candidates who are offered roles at Coast to fall healthily within the range based on these factors.</p> <ul> <li>On Target Earnings: $120,000 - $140,000</li> <li>Equity grant: commensurate with level determined at the discretion of the company, with meaningful potential upside given the company’s early stage</li> <li>Benefits overview:</li> <ul> <li>Medical, dental and vision insurance</li> <li>Unlimited paid time off (vacation, personal well being, paid holidays)</li> <li>Paid parental leave</li> <li>$400 accessories allowance for home office setup to be spent on a keyboard, mouse, headphones, etc.</li> <li>Free lunch every Friday</li> </ul> </ul> <p><strong>About Coast</strong></p> <p>Coast is founded and led by Daniel Simon, who previously cofounded Bread (breadpayments.com), a leading payments and credit technology firm backed by some of the world’s top VCs which was acquired for $500MM+ in 2020.</p> <p>Coast has raised $165M in total funding — our recent<a href="https://techcrunch.com/2024/07/18/fintech-startup-coast-lands-40m-just-4-months-after-its-last-25m-raise/"> $40M Series B equity round was led by ICONIQ Growth</a> with participation from Thomvest, and Synchrony. We're also backed by top fintech and mobility venture funds – including Accel, Insight Partners, Better Tomorrow Ventures, Avid Ventures, Bessemer Venture Partners, BoxGroup, Foundation Capital, Greycroft, Colle – and premier angel investors – including Max Levchin (Affirm), Josh Abramowitz (Bread), Jason Gardner (Marqeta), William Hockey (Plaid), Ryan Petersen (Flexport), and many others.</p> <p>Check out the latest podcast interview on<a href="https://fintechlayercake.buzzsprout.com/1985266/14997028-fleet-card-masterclass-with-coast-founder-daniel-simon"> Fintech Layer Cake with Coast Founder Daniel Simon</a>!&nbsp;</p> <p>Coast is committed to diversity, equity, and inclusion. We are building a diverse and inclusive environment, so we encourage people of all backgrounds to apply. We’re an Equal Opportunity Employer and do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, age, religion, disability, national origin, protected veteran status, or any other status protected by applicable federal, state, or local law.</p>