Customer Success Manager

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

📋 Description

• Develop and sustain robust customer relationships following sales.

• Ensure elevated levels of customer satisfaction to promote retention and loyalty.

• Act as the customer's advocate and champion throughout their journey.

• Establish and nurture long-term relationships with transportation directors, maintenance personnel, drivers, and other operational staff.

• Assist customers during onboarding, training, and support phases.

• Oversee projects involving both internal and external teams.

• Collaborate with bus dealers and OEMs to facilitate a seamless transition to electric vehicle school buses.

• Actively monitor customer relationships, pinpoint issues, and devise effective strategies.

• Customize service offerings to meet customers’ operational requirements.

• Evaluate data and performance metrics to provide data-informed recommendations.

• Serve as a liaison between customers and internal teams to ensure prompt issue resolution.

• Communicate customer feedback to Technology, Project Development, and other relevant stakeholders.

• Collaborate with bus dealers, OEMs, and customer maintenance teams to guarantee operational efficiency and swift problem resolution.

⛳️ Requirements

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

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

• Exceptional empathy and a proactive approach to doing what is best for the customer.

• Strong capabilities in project management.

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

• Data-driven mindset for problem-solving.

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

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

• Confident, energetic, self-motivated, and a collaborative team player.

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

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

• Understanding of web applications and a capacity to learn new technologies.

• Experience in a non-SaaS industry and/or working with municipal or government entities is advantageous.

🏝️ Benefits

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

• A supportive, highly collaborative, and team-oriented work environment.

• Opportunity to collaborate with bright, innovative, and forward-thinking colleagues.

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

• Generous Paid Time Off policy.

• 401(k) plan with company matching contributions.