Mid-Market Customer Success Manager

Role Overview

The Mid-Market Customer Success Manager (CSM) owns a focused portfolio of large, complex gas station relationships. This person is the primary point of contact for existing accounts and leads the operational and technical onboarding of new relationships — including POS setup, fuel system integration, and compliance coordination. The role blends relationship management with hands-on project execution, and carries soft targets tied to retention and account health.

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

• Lead end-to-end onboarding of new gas station relationships, including POS setup, fuel system/dispenser integration, and payment processing configuration.
• 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 onboarding processes.

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.