About UsAt Billor, short for Bill of Rights, we are building the largest trucking ecosystem in the U.S., dedicated to supporting truck drivers. By combining FinTech, Technology, and Freight Management, we empower drivers to achieve truck ownership and a better quality of life. Our mission is rooted in freedom, responsibility, and efficiency, enabling drivers to maximize productivity and enjoy more time with their families.
About the roleIf you are passionate about Customer Success and want to make a difference in the lives of our drivers and customers, helping them grow and succeed, join our team!
As a Customer Success Manager, you will be responsible for managing a portfolio of drivers, analyzing their performance, and supporting them proactively to increase retention and lifetime value. You will collaborate with cross-functional teams and act strategically to drive growth and ensure satisfaction.
Responsibilities
- Manage a portfolio of drivers, ensuring high engagement, retention, and satisfaction.
- Conduct regular business reviews with drivers by phone, focusing on performance, revenue, and opportunities for improvement.
- Analyze key metrics such as churn, retention rate, NPS, LTV, and CAC to support decision-making and identify risks/opportunities.
- Develop and implement action plans to improve driver performance and financial outcomes.
- Act as a strategic advisor to drivers, identifying pain points and working cross-functionally (with teams such as loads, maintenance, and finance) to resolve them.
- Address and overcome objections in delicate or complex situations, ensuring alignment with company goals.
- Monitor driver revenue, weekly activity, and trends to anticipate challenges and proactively offer support.
- Plan and execute initiatives to drive engagement, loyalty, and growth within the portfolio.
- Create and share performance dashboards and personalized insights with drivers.
- Utilize tools such as HubSpot (CRM) and Google Sheets for data management, tracking, and reporting.
- Participate in the development of new Customer Success processes and best practices.
- Lead by example, supporting continuous improvement and knowledge sharing within the CS team.
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