Description
As a Mid-Market Customer Success Manager at Piston, you will serve as the primary relationship owner for a portfolio of existing mid-market gas station accounts.
Key Responsibilities:
- Account Management: Build trust with owner-operators through regular, proactive communication. Monitor account health and identify retention risk before it becomes churn. Support renewal conversations and identify expansion opportunities.
- Onboarding & Implementation: Team up with a Mid Market Onboarding Manager to ensure a smooth onboarding experience. Coordinate across internal teams and third-party vendors to keep onboarding on schedule. Troubleshoot operational issues that arise during and after go-live.
- Cross-Functional Collaboration: Partner with Sales to ensure a smooth handoff from contract signature to onboarding kickoff. Feed customer and operational insights back to Product/Operations to improve the customer experience and product offering.
Qualifications:
- 3–5+ years in customer success, account management, or client services in a B2B environment with operational or technical complexity.
- Experience managing a low-volume, high-value account portfolio.
- Experience in FinTech, payments, or financial services is highly valued.
- Familiarity with fuel retail or adjacent operations is a strong plus.
- Demonstrated project management ability.
Qualities & Characteristics:
- Technically curious and not technically intimidated.
- Relationship-first operator who builds real, lasting trust with owner-operators.
- Calm under operational pressure.
- Strong follow-through and ownership.
- Comfortable navigating small-business and independent owner-operator dynamics.
Nice to Have:
- Prior experience in fuel, convenience retail, petroleum distribution, or a similarly regulated field-services industry.
- Experience with CRM/CS platforms.