Customer Success Manager

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Develop and nurture robust, long-lasting relationships with transportation directors, maintenance personnel, drivers, and other key operational staff.

• Assist customers during the onboarding process, offer training and support, manage projects involving both internal and external teams, and collaborate with bus dealers and OEMs to ensure a seamless transition to EVSBs.

• Actively monitor customer relationships, recognize challenges, and formulate effective resolution strategies.

• Customize service offerings to meet the unique operational requirements of customers.

• Evaluate data and performance metrics to provide recommendations based on data insights.

• Serve as a liaison between customers and internal teams to swiftly address issues and guarantee customer satisfaction.

• Gather and communicate customer feedback to the Technology and Project Development teams, as well as other stakeholders.

• Collaborate with bus dealers, OEMs, and customer maintenance teams to ensure operational effectiveness and prompt issue resolution.

• Foster and sustain post-sale customer relationships to enhance satisfaction, retention, and loyalty.

• Champion the customers throughout their journey and work collaboratively across functions to meet customer objectives.

⛳️ Requirements

• Minimum of 2 years' experience in a customer-facing position, such as Customer Success, Project Management, Partnership Management, or Account Management.

• Bachelor’s degree or equivalent experience in a relevant field (business, technology, engineering).

• High level of empathy and the initiative to act in the best interest of the customer.

• Strong project management capabilities.

• Willingness to travel to customer locations on a monthly basis.

• Data-driven mindset for effective problem-solving.

• Excellent written and verbal communication skills, along with strong presentation abilities.

• Familiarity with ticketing systems, workflows, tools, and processes related to customer service.

• Confident, energetic, self-motivated, and a team-oriented individual.

• Experience interacting with senior and executive-level customer contacts.

• Capability and eagerness to thrive in a fast-paced environment characterized by ambiguity and evolving processes.

• Knowledge of web applications and a readiness to learn new technologies.

• Experience in a non-SaaS industry and/or with municipal or governmental organizations is an advantage.

🏝️ Benefits

• Competitive base salary along with a performance-based bonus program.

• A supportive, highly collaborative, and team-oriented workplace.

• Opportunity to work alongside bright, innovative, and forward-thinking colleagues.

• Health, Vision, and Dental coverage for employees and their dependents.

• Generous Paid Time Off policy.

• 401(k) plan with company matching.