Fleet Customer Success Manager

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

📋 Description

• Establish and oversee Slate’s fleet customer success function from inception.

• Manage the customer journey from the initial vehicle demonstration through delivery and continuous account maintenance.

• Develop the fleet onboarding framework, a pilot success playbook, and an account health model.

• Collaborate with Retail Customer Success to define the working model, including shared infrastructure, escalation pathways, and support parameters.

• Assist in the operation of loaner vehicle pilot programs alongside Sales by creating demo success plans, KPIs, engagement/performance tracking, and issue-resolution pathways.

• Oversee the initial 90 days following purchase, coordinating charging infrastructure, vehicle upfitting, fleet management system integration, driver orientation assistance, and delivery logistics.

• Conduct structured check-ins at 30, 60, and 90 days post-delivery.

• Act as the primary point of contact for new fleet accounts during the activation process.

• Manage issue escalation comprehensively through triage, internal coordination, and communication with customers.

• Conduct proactive check-ins, health reviews, and renewal discussions with current fleet accounts in collaboration with Sales.

• Identify signs of potential account expansion and communicate them to Sales with relevant context.

• Represent fleet customer feedback and field patterns in discussions related to product, operations, and sales.

⛳️ Requirements

• A Bachelor’s degree in Business Administration, Supply Chain Management, Operations, Finance, Data Analytics, or a related field is preferred; practical experience and a demonstrated history of success may be considered as a substitute.

• 8+ years of experience in B2B customer success, enterprise account management, or fleet/commercial vehicle operations.

• Proven experience in driving retention and expansion outcomes.

• A minimum of 2 years of prior management experience in a Customer Success role.

• Demonstrated success in establishing a CS function, onboarding program, or customer success practice from the ground up.

• Experience in managing intricate business relationships across multi-stakeholder accounts.

• Knowledge of fleet operations concepts, including vehicle lifecycle, TCO analysis, and familiarity with fleet management platforms such as Samsara or Geotab.

• Understanding of electric vehicles and a genuine interest in the commercial EV transition, encompassing charging infrastructure, range planning, and total cost of ownership.

• Excellent written and verbal communication skills.

• An organized and methodical approach to managing account portfolios and developing processes.

• Comfortable working in a fast-paced, growth-oriented environment.

• Proficient in Microsoft Office applications, including Outlook, Teams, Word, Excel, and PowerPoint.

• Willingness to travel up to 25% to fleet customer locations, vehicle delivery events, and Slate company meetings.

• Capable of lifting up to 35 pounds.

• Ability to stand, walk, and perform repetitive tasks for extended periods.

• Must have authorization to work in the United States on a permanent basis.

• Visa sponsorship is not available.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability insurance.

• Vacation.

• 401k.

• Eligibility for the equity program.

• Eligibility for the discretionary annual incentive program.