Principal Customer Success Manager
Help us make the world's roads and drivers safer.
The Customer Success group is the relationship management partner for our clients during the course of their partnership with CMT. As a member of Customer Success in the Sales organization, you will partner closely with Sales Executives to ensure growth and satisfaction with named accounts. You will be the primary point-of-contact for partners in the implementation phase starting from executed contract to go-live, and ensuring post-release success. You will play a vital role in communicating the voice of the customer for internal prioritization and resource management.
CMT is looking for a collaborative, customer-committed, and creative Principal Customer Success Manager I to help us change the world. CMT has helped protect over 65 million drivers and prevent over 126,000 crashes worldwide. We build AI to solve some of the most difficult challenges in mobility — understanding and reducing risk, detecting crashes, and getting people life-saving help. The problems are hard. The impact is real. No matter your role, your work will matter at CMT.
Responsibilities:
- Use independent judgment and discretion to partner with Customer Solutions and Sales to deliver and manage partner programs on time, within budget with best in class solutions
- Act as the primary point of contact for internal and external account communications
- Be the liaison between our clients and our engineers, QA, and product managers
- Conducts complex work aligned to organizational objectives with minimal-to-no supervision
- May coordinate activities of other peers as a project or technical lead
- Be the first level of triage between partner feature/enhancement requests and internal Engineering and Product groups
- Define business requirements, communicating with other groups within CMT on features and changes needed
- Risk mitigation for internal and external stakeholders
- Responsible for the sustainment and growth of the partner’s program base
- Responsible for partnering with Sales to increase partner engagement – by monitoring and reporting to partner specific business metrics that CMT monitors
- Complete any additional tasks as they arise
Qualifications:
- Bachelor’s degree or equivalent years of experience and/or certification in a related field
- 7+ years of relevant professional working experience
- Proven track record of driving several, sophisticated programs
- Demonstrated success working across teams with the ability to synthesize what may appear to be contending priorities
- Tight-knit collaboration, planning, influencing, prioritization, and time management skills
Compensation and Benefits:
- Fair and competitive salary based on skills and experience, and annual performance bonus
- Equity may be awarded in the form of Restricted Stock Units (RSUs)
- Medical, Dental, Vision and Life Insurance, matching 401k, short-term & long-term disability and parental leave
- Unlimited Paid Time Off including vacation, sick days & public holidays
- Flexible scheduling and work from home policy depending on role and responsibilities
Base Salary Range
- The base salary range for this position is: $103,000 to $128,700. This range is specifically for Cambridge, MA
Additional Perks:
- Work on a mission with real impact: crashes prevented, injuries avoided, lives protected around the world
- Join an industry leader — 65 million drivers protected, powering 140+ programs across 25 countries
- Recognized innovator in mobility AI, earning top honors including the TIME Industry Leader in AI, a Gold Edison Award, and the Artificial Intelligence Excellence Award for AI for Social Good. CMT is also Great Place to Work Certified
- Be part of the team inventing the future of mobility and road safety
- Move fast, own outcomes, do work that matters
- High ownership, small teams, and direct access to leadership — no layers between your work and its impact
- Unlimited PTO, flexible scheduling, competitive salary, annual performance bonus, RSUs, and full benefits including medical, dental, vision, and 401k match
- Summer Fridays provide team members with half days to recharge
- Join one of our employee resource groups: Black, AAPI, LGBTQIA+, Women, Book Club, and Health & Wellness
- Comprehensive wellness, education, and employee assistance programs
Commitment to Diversity and Inclusion:
At CMT, we believe the best ideas come from a mix of backgrounds and perspectives.
We are an equal-opportunity employer committed to creating a workplace and culture where everyone feels valued, respected, and empowered to bring their unique talents and perspectives. Diversity is essential to our success, and we actively seek candidates from all backgrounds to join our growing team.
We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability state. CMT is headquartered in Cambridge, MA. To learn more, visit www.cmtelematics.com and follow us on Instagram @cmt.ai
About Cambridge Mobile Telematics:
Cambridge Mobile Telematics (CMT) is the world’s largest telematics and AI company for safer mobility. Its mission is to make the world’s roads and drivers safer. The company’s AI-driven platform, DriveWell Fusion®, proactively identifies and reduces driving risk, leading to fewer crashes and injuries. To date, CMT’s technology has helped prevent over 126,000 crashes worldwide. CMT enables partners to measure risk, detect crashes, provide life-saving assistance, and streamline claims. Headquartered in Cambridge, MA, CMT operates globally with offices in Budapest, Hungary; Chennai, India; Seattle, Washington; Tokyo, Japan; and Zagreb, Croatia. Learn more at www.cmt.ai.
Apply for this position
Cambridge Mobile Telematics provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, protected veteran status or genetics. In addition to federal law requirements, Cambridge Mobile Telematics complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
We're driven by a culture of collaboration, creativity, customer commitment, diversity, & inclusion.
Our Values
Simplicity
Complexity causes confusion and friction. The relentless pursuit of simplicity helps our users and customers. By tackling complexity and making things simpler, we help them accomplish their goals.
By making processes and solutions straightforward, we help our customers move faster and achieve more. By making our products simpler to use, we make users happier and our roads safer.
Collaboration
We are the experts. And we unite to win. We seek out differing opinions, knowing that the best ideas rise to the top through discussion. We seek a diversity of thought and experience to create the best results for our customers and users.
We know that collaboration isn’t consensus, but we still consider all viewpoints before making a decision. We collaborate to find a path, and if needed, disagree and commit to a path. We know that we may not have all the answers, but that we are the experts. We will develop the best solution together.
Initiative
We do what it takes to make roads and drivers safer. And we value progress over perfection.
We take action for our customers and drivers to help them reach their goals. We push the boundaries of innovation to find the best solutions for them. We set expectations with our customers, partners, and colleagues and exceed them. We’re proactive and consistent, driven by the knowledge that we’re part of something bigger than ourselves.
We take ownership of our mission by leveraging technological excellence, market expertise, and unwavering grit. We are fearless in our commitment to making customers and drivers successful, and our bias for action helps CMT thrive where others have failed.
We’re committed to providing opportunities and career growth to the underrepresented.
Diversity & Development
We’re committed to providing opportunities and career growth to the underrepresented. We’re focused on creating an inclusive work environment that encourages a diversity of backgrounds and thought to produce the best products and services within our industry.
We’re also active in our community. We partner with career development groups like Black Women in Technology and Black Tech Link, train students from diverse backgrounds interested in engineering, computer science, and technology, and mentor local minority entrepreneurs and startup leaders.
