About the role

Role Overview

As a Customer Success Manager at EquipmentShare, you own the post-sale customer experience and drive measurable customer outcomes. You will act as a strategic partner to customers by aligning the T3 platform to their business goals, accelerating time-to-value, and ensuring adoption, retention, and growth.

Primary Responsibilities

Own a book of business and serve as the primary post-sale point of contact
Build and execute Customer Success Plans aligned to customer goals, use cases, and success criteria
Drive adoption through structured engagement:
- Onboarding
- Pulse checks
- Monthly check-ins
- Business reviews
Monitor customer health, usage, and sentiment to identify risks and opportunities proactively
Lead value-based conversations connecting T3 capabilities to ROI, efficiency, and operational outcomes
Partner cross-functionally with Sales, Support, Product, and O&E to resolve issues and improve customer experience
Act as the voice of the customer, surfacing product gaps and process breakdowns
Identify and drive expansion opportunities through increased product adoption and strategic alignment

Qualifications

2+ years in Customer Success, Account Management, or a similar customer-facing role
Ability to manage a portfolio, prioritize accounts, and drive proactive engagement
Experience working cross-functionally to solve customer problems
Data-driven mindset translating usage into insights and actions
Strong communication skills focused on business outcomes

Nice-to-Haves / Preferred

Experience in SaaS, telematics, construction, or fleet management
Familiarity with tools like HubSpot or similar CRM/CS platforms
Experience building/improving CS processes, playbooks, or reporting

About EquipmentShare

EquipmentShare is a technology-driven company serving the construction and contractor industry, focused on improving outcomes through innovative tools and real-time support. It empowers contractors and communities with its proprietary T3 platform and a people-first approach to building safer, more productive construction operations.