Middle Customer Success Manager

About the role

WEX is expanding the proactive retention function for a large segment of our fleet card portfolio. This function relies on identifying early risk signals — declining usage, service friction, competitive pressure — and reaching customers before they disengage. As a Client Advisor, you are the frontline engine of this strategy. You execute targeted outbound outreach, engage customers directly, diagnose underlying friction or competitive threats, and deliver tailored value to retain and grow at-risk accounts.

This is a hands-on, high-volume outbound role. You are not waiting for inbound tickets — you are proactively working an assigned queue, leading meaningful conversations, leading with value before offering concessions, and driving retention outcomes. You report into the Team Leader, Client Advisors, and work closely with Account Management, Pricing, and Customer Success partners.

How you'll make an impact

Daily outreach & queue execution

Work your assigned daily outreach queue with discipline — prioritizing high-risk accounts, running outreach sequences consistently, and ensuring no account is left untouched without clear documentation. Set the standard for consistent, high-energy outbound engagement.

Proactive customer engagement & value delivery

Conduct outbound calls to at-risk fleet account owners. Actively listen to diagnose root-cause concerns, explain the full value of WEX solutions, and address objections to rebuild customer commitment before disengagement occurs.

Risk diagnosis & save execution

Identify key risk drivers early in conversations (e.g., declining vehicle activity, fee sensitivity, competitive proposals). Lead with value and tailored account adjustments to secure saves directly during the conversation.

Escalation management & Value Desk partnership

Recognize when a customer scenario exceeds standard advisor parameters (such as explicit intent to cancel requiring custom counter-pricing). Document key details quickly and escalate cleanly to the Value Desk for rapid resolution.

Cross-sell & expansion signal identification

Recognize expansion and cross-sell opportunities during retention discussions. Qualify customer needs for complementary products or services and pass clean, actionable referrals to growth partners.

Data quality & CRM compliance

Log every call, interaction outcome, risk signal, and status update accurately and promptly in the CRM and engagement tools. Maintaining clean data is critical to enabling analytics and refining overall retention strategies.

Coaching & continuous development

Participate actively in regular 1-on-1 coaching, call reviews, and team playbook sessions. Apply real-time feedback to continuously improve outbound conversation skills and retention performance.

Customer satisfaction & experience

Own the customer experience on every interaction. Ensure every customer feels heard, respected, and supported, leaving a positive impression regardless of whether the account is retained immediately.

Experience you'll bring

• 1–3+ years of experience in high-volume outbound sales, retention, account management, or customer success

• Proven ability to handle objections, engage decision-makers, and lead conversations with value

• Active listening skills to diagnose customer friction points and risk factors quickly

• Strong operational discipline — clean pipeline tracking and consistent, accurate CRM documentation

• Clear, confident, and professional phone and written communication skills

• Goal-driven mindset with a commitment to meeting activity standards and save targets

• Continuous improvement attitude — open to call reviews, coaching, and testing new approaches

• Background in fleet, payments, fintech, or subscription B2B services

• Experience using Salesforce, Salesloft, or similar CRM and engagement platforms

• Experience operating in a fast-paced, scaling team environment

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section. Pay Range: $52,700.00 - $58,200.00