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Gail Moses
Director of Customer Success specializing in Enterprise SaaS and Telematics
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About
Enterprise Customer Success leader in fleet/telematics who managed a multi-million ARR portfolio through complex post-acquisition platform migrations and a large-scale 3G-to-4G transition. Uses data-driven health scoring, QBRs, and stakeholder alignment to drive adoption, reduce churn risk, and support renewals/expansion, and has influenced product roadmap via customer-driven reporting enhancements.
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Key Strengths
- Owned multi-million ARR enterprise fleet portfolio through complex post-acquisition platform migration
- Drove adoption and minimized churn risk using phased onboarding/migration and enablement programs
- Proactive risk management using product usage data, engagement metrics, and health scores
- Aligned conflicting stakeholder priorities (engineering vs. rollout pace) via facilitated discussions and phased rollout plan
- Led cross-functional execution for critical 3G-to-4G customer migrations by translating customer impact into business terms
- Influenced product roadmap by documenting customer reporting needs, resulting in a new report delivered for broader customer base
- Improved renewal execution by using Salesforce dashboards to track timing and renew before contract expiration
- Generated expansion leads in telematics by positioning add-on vehicle cameras tied to insurance savings and driver behavior monitoring
- Advised fleet SaaS customer on balancing operational flexibility vs FMCSA/ELD audit risk
- Designed structured manual log edit workflow with approvals, documentation, and audit trails
- Influenced product enhancement by driving an authorization/approval process for edits to improve reporting and auditability
- Tailored security/compliance messaging to executives, compliance teams, and end users (drivers)
- Led large-scale 3G-to-4G device migration while minimizing downtime and protecting $45K ARR
- Created deployment playbooks and centralized tracking to run multiple onboardings concurrently
- Uses Gainsight and Salesforce to manage customer projects and deployments
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