Mid-Market Customer Success Manager

<p class="p1"><strong>Role Overview</strong></p> <p class="p1"><strong>Key Responsibilities</strong></p> <p class="p2"><strong>Account Management</strong></p> <ul class="ul1"> <li class="li3">Serve as the primary relationship owner for a portfolio of existing mid-market gas station accounts.</li> <li class="li3">Build trust with owner-operators through regular, proactive communication — not just reactive support.</li> <li class="li3">Monitor account health and identify retention risk before it becomes churn.</li> <li class="li3">Support renewal conversations and identify expansion opportunities.</li> </ul> <p class="p4"><strong>Onboarding &amp; Implementation</strong></p> <ul class="ul1"> <li class="li3">Team up with a Mid Market Onboarding Manager to ensure a smooth onboarding experience.</li> <li class="li3">Coordinate across internal teams and third-party vendors (POS providers, fuel system integrators, payment processors) to keep onboarding on schedule.</li> <li class="li3">Troubleshoot operational issues that arise during and after go-live, escalating appropriately.</li> </ul> <p class="p4"><strong>Cross-Functional Collaboration</strong></p> <ul class="ul1"> <li class="li3">Partner with Sales to ensure a smooth handoff from contract signature to onboarding kickoff.</li> <li class="li3">Feed customer and operational insights back to Product/Operations to improve the customer experience and our product offering.</li> </ul> <p class="p7"><strong>Qualifications</strong></p> <ul class="ul1"> <li class="li4">3–5+ years in customer success, account management, or client services in a B2B environment with operational or technical complexity.</li> <li class="li4">Experience managing a low-volume, high-value account portfolio — comfortable as a single point of contact for a small number of large, complex relationships.</li> <li class="li4">Experience in FinTech, payments, or financial services is highly valued — particularly exposure to payment processing, PCI compliance, or regulated onboarding workflows.</li> <li class="li4">Familiarity with fuel retail or adjacent operations is a strong plus: POS systems, fuel dispenser/tank monitoring, payment processing, or EMV.</li> <li class="li4">Demonstrated project management ability — can run a multi-stakeholder onboarding plan without significant oversight.</li> <li class="li6">Comfortable holding renewal and expansion conversations, even without full sales ownership.</li> </ul> <p class="p7"><strong>Qualities &amp; Characteristics</strong></p> <ul class="ul1"> <li class="li4">Technically curious, not technically intimidated — unbothered by POS terminals and fuel system integrations, and able to translate that complexity for non-technical operators.</li> <li class="li4">Relationship-first operator who builds real, lasting trust with owner-operators over time.</li> <li class="li4">Calm under operational pressure — treats a broken pump as a real-world, high-stakes issue, not an abstract ticket.</li> <li class="li4">Strong follow-through and ownership; visible accountability across a small, high-complexity book of business.</li> <li class="li4">Comfortable navigating small-business and independent owner-operator dynamics — direct, relationship-based communication rather than formal enterprise procurement style.</li> <li class="li6">Used to high-stakes, low-tolerance-for-error environments, where accuracy and follow-up genuinely matter.</li> </ul> <p class="p7"><strong>Nice to Have</strong></p> <ul class="ul1"> <li class="li4">Prior experience in fuel, convenience retail, petroleum distribution, or a similarly regulated field-services industry.</li> <li class="li4">Experience with CRM/CS platforms (Salesforce, Gainsight, HubSpot, Intercom, or similar).</li> </ul> <p class="font-claude-response-body break-words whitespace-normal">&nbsp;</p> <p class="font-claude-response-body break-words whitespace-normal"><strong>Why Piston</strong></p> <p class="font-claude-response-body break-words whitespace-normal">Fuel retail runs on infrastructure that hasn't meaningfully changed in decades — legacy POS systems, clunky payment rails, and processes that make even simple things (like onboarding a new location) harder than they should be. Piston exists to fix that.</p> <p class="font-claude-response-body break-words whitespace-normal">We're a fintech company built specifically for the fuel space, and the market has responded: we grew 364% over the past year, and in July we closed our Series A to fuel the next stage of growth.</p> <p class="font-claude-response-body break-words whitespace-normal">That kind of growth means the work is real, not theoretical. The relationships you manage, the systems you help onboard, and the accounts you own will directly shape how a fast-scaling fintech company grows in a massive, underserved industry. This isn't a company where you're the 400th CSM hire working a narrow slice of a mature product — you'll have outsized ownership, direct exposure to leadership, and the chance to help define what great customer success looks like here from an early stage.</p>