Mid-Market Customer Success Manager

About the role/team:

The Customer Success Manager (CSM) is a critical role within the Mid-Market Retention Team, serving as the primary contact for managing and protecting the mid-market customer base (back book). This role is centered on proactively driving customer satisfaction, loyalty, and revenue by identifying and resolving operational friction points, mitigating attrition risk through strategic diagnostic analysis, and ensuring customers effectively use our products and services.

How you will make an impact:

• Account Review & Retention Management (70%): Drive proactive customer engagement, identify and mitigate attrition triggers, manage the CSM pipeline, and conduct 'Enablement Calls' to set up automated reporting and train customers on portal features.
• Expansion and Advocacy (20%): Identify upselling and cross-selling opportunities (including repricing), serve as the internal voice of the customer to improve the customer experience, and implement revised fees/rebates within policy to balance account profitability with retention efforts.
• Retention Strategy & Cross-Functional Enablement (10%): Collaborate with Customer Lifecycle Management, VAS, Marketing, and Customer Service to execute comprehensive retention frameworks for at-risk accounts and monitor customer health and product usage.

Performance Expectations:

• Consistently meet or exceed quarterly and annual customer retention and renewal goals.
• Execute a high-volume, outbound calling motion, meeting daily/weekly call and follow-up expectations.
• Consistently capture structured post-call insights (business change, sentiment, attrition risk, etc.).
• Maintain a high Customer Health Score across the portfolio.

Experience you will bring:

• Required:
  • WEX NA Fleet product & business experience
  • WEX NA Fleet Systems knowledge (WEXOnline, Siebel, and Salesforce).
  • At least 2 years experience in a customer service, sales, or account management role.
  • Strong verbal & written communication skills.
• Preferred:
  • VAS experience.
  • Prior sales experience.
  • Undergraduate degree in business, technology, or a related field.

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.

Pay Range: $52,700.00 - $58,200.00