Cardata’s Customer Success Team Drives Long-Term Value

An interview with Katie Theriault, Manager of Customer Success at Cardata

When organizations implement a vehicle reimbursement program—whether it’s a Fixed and Variable Rate (FAVR) plan or another tax-optimized approach—choosing the right partner is only half the battle. Ensuring ongoing success and savings comes down to the relationship you build with your provider. That’s where Customer Success steps in—and at Cardata, it’s one of the most vital parts of the entire program.

To dig into what customer success really means at Cardata, we sat down with Katie Theriault, our Manager of Customer Success, for a conversation about the team she leads, the impact they have, and the human side of building programs that save companies serious money.

Customer Success: More Than Just Support

At many companies, customer success is synonymous with technical support. But at Cardata, it’s a whole lot more.

“We’re not just here to troubleshoot your issues,” Katie says. “We’re here to help you maximize the value of the program you’re paying for—and in turn, help you save money where we can.”

Cardata’s Customer Success Managers (CSMs) guide clients from onboarding through implementation, KPI tracking, and beyond. They’re there to ensure your program stays aligned with your business goals and grows with you over time. It’s not about putting out fires—it’s about building long-term partnerships.

Your Team, Not Just Your Vendor

Katie emphasizes that her team’s job is to become an extension of the customer’s team.

“We want to empower customers, help them feel confident in their decisions, and make sure they’re getting the most out of the platform,” she explains. “When we see that trust—when customers treat us like part of their team—that’s when we know the relationship is right where it needs to be.”

And because many of the stakeholders managing a vehicle reimbursement program—HR leaders, finance officers, fleet managers—are juggling this alongside other responsibilities, Cardata’s CSMs aim to make things as effortless as possible.

“We want them to feel like they can just hand it off to us and know it’s taken care of.”

The Unexpected Versatility of a CSM

What surprised Katie most when she started in customer success?

“How many hats you wear,” she laughs. “We’re product experts, support agents, finance folks—we do it all.”

From solving bug tickets and helping with reimbursements to liaising with product and finance teams, CSMs are often the central hub between Cardata and its clients. They’re also a rich source of internal feedback, constantly advocating for customer needs.

A great example: Katie’s team recently partnered with the product department on a new reporting suite, gathering input from clients across industries to shape a tool that delivers exactly the insights they need.

Data-Driven, People-Focused

As technology evolves, so does the nature of customer success. Katie sees data and AI playing a growing role in the future.

“People want data-driven insights,” she says. “Our goal is to drive measurable impact while maintaining that personal connection. Some customers want us in the background; others want to call us for everything. We want to support both.”

That balance—between automation and human touch—is key to Cardata’s future success model.

Building Real Relationships (and Saving Real Money)

Katie lights up when talking about the real-world impact of her work.

“I love seeing the actual savings our customers get,” she says. “Visualizing that in a chart, knowing that our program is saving them thousands—or even millions—of dollars. That’s so rewarding.”

And those relationships? They’re real. Katie and her team recently went on a customer tour, meeting clients face-to-face over meals and conversations, strengthening the bonds that remote calls can’t fully capture.

“It makes a difference,” she says. “Getting to know our customers—their families, their industries, their challenges—that’s the part I value most.”

Proactive, Not Just Reactive

Finally, Katie wants more people to know that customer success isn’t just about reacting to problems—it’s about preventing them.

“We’re always analyzing your program behind the scenes,” she explains. “Looking at compliance, spotting opportunities to improve, finding ways to save more. A lot of that work happens before we even get on a call.”

In other words, your CSM isn’t just answering your emails—they’re proactively helping your business succeed.

Final Thoughts

As Katie sees it, customer success at Cardata is all about partnership—human-led, data-informed, and always evolving.

“We want to be the team you lean on,” she says. “But we also want to give you the tools to run your program the way that works best for you.”

It’s that flexibility, care, and strategic insight that keeps Cardata’s customers around for the long haul.