Mid-Market Customer Success Manager

Role Overview

Key Responsibilities

• Account Management

• Serve as the primary relationship owner for a portfolio of existing mid-market gas station accounts.

• Build trust with owner-operators through regular, proactive communication — not just reactive support.

• 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 (POS providers, fuel system integrators, payment processors) to keep onboarding on schedule.

• Troubleshoot operational issues that arise during and after go-live, escalating appropriately.

• 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 our 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 — comfortable as a single point of contact for a small number of large, complex relationships.

• Experience in FinTech, payments, or financial services is highly valued — particularly exposure to payment processing, PCI compliance, or regulated onboarding workflows.

• Familiarity with fuel retail or adjacent operations is a strong plus: POS systems, fuel dispenser/tank monitoring, payment processing, or EMV.

• Demonstrated project management ability — can run a multi-stakeholder onboarding plan without significant oversight.

• Comfortable holding renewal and expansion conversations, even without full sales ownership.

• Qualities & Characteristics

• Technically curious, not technically intimidated — unbothered by POS terminals and fuel system integrations, and able to translate that complexity for non-technical operators.

• Relationship-first operator who builds real, lasting trust with owner-operators over time.

• Calm under operational pressure — treats a broken pump as a real-world, high-stakes issue, not an abstract ticket.

• Strong follow-through and ownership; visible accountability across a small, high-complexity book of business.

• Comfortable navigating small-business and independent owner-operator dynamics — direct, relationship-based communication rather than formal enterprise procurement style.

• Used to high-stakes, low-tolerance-for-error environments, where accuracy and follow-up genuinely matter.

• Nice to Have

• Prior experience in fuel, convenience retail, petroleum distribution, or a similarly regulated field-services industry.

• Experience with CRM/CS platforms (Salesforce, Gainsight, HubSpot, Intercom, or similar).

• Why Piston

• 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.

• 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.

• 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.