Customer Success Manager

Highland; Town of Texas, Northern (WI, KY); On-site; USD 110,000 - 125,000; Full time

Benefits offered by this job

Bonus program

Health insurance

Vision insurance

Dental insurance

Paid time off

401(k) with company match

Collaborative team environment

Job summary

Highland is seeking a Customer Success Manager to nurture relationships after sale and ensure high customer satisfaction. You will advocate for customers and coordinate with cross-functional teams to meet their goals in a remote role based in TX or Southern CA.

Responsibilities include onboarding, training, account management, data analysis, and feedback collection to drive continuous improvement. Travel to customer sites monthly is expected.

Qualifications

• 2+ years 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)
• Strong communication and presentation skills
• Willingness to travel to customer sites monthly
• Data-driven approach to problem solving
• Experience with ticketing systems and workflows for customer service
• Ability to learn new technologies and work in fast-paced environments
• Experience with municipal/government entities is a plus

Responsibilities

• Build and maintain strong, long-lasting customer relationships with transportation directors, maintenance staff, drivers and other operations staff.
• Guide customers through onboarding, provide training, coordinate with dealers and OEMs for EVSB transitions.
• Proactively monitor relationships, identify issues, and develop strategies to address them.
• Tailor Highland’s service offerings to meet customers’ operational needs.
• Analyze data and performance metrics to provide data-driven recommendations.
• Act as liaison to resolve issues promptly with internal teams.
• Collect and relay customer feedback to Technology and Project Development teams.
• Collaborate with bus dealers, OEMs and customer maintenance teams for efficient operations.

Skills

Customer success

Project management

Communication skills

Data-driven

Travel flexibility

Ticketing systems

Problem solving

Executive stakeholder experience

Ambiguity tolerance

Non-SaaS / municipal experience

Education

Bachelor’s degree

Tools

CRM / customer service tools

Job description

About Us

Highland Electric Fleets’ mission is to make electric fleets accessible and affordable for all, enabling communities to realize the benefits of cleaner, quieter and healthier fleets. Highland is North America’s leading provider of Electrification-as-a-Service (EaaS). Founded in 2019, Highland partners with school districts, municipalities, and fleet operators to make the transition to electric fleets simple and affordable.

Highland proudly serves as the Official Electric School Bus Provider of the LA28 Olympic and Paralympic Games and Team USA. From pioneering vehicle-to-grid technology to managing some of the nation’s largest electric school bus fleets, Highland delivers reliable, cost-effective solutions that support local communities and drive the future of transportation.

Job Summary:

Creating unparalleled customer trust is core to Highland’s mission to make the switch to electric vehicles as easy as possible for our customers. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong customer relationships post sale, ensuring high levels of customer satisfaction leading to retention and loyalty.

The CSM will serve as the customer’s advocate and champion throughout the customer journey and will work closely with cross-functional groups to ensure we achieve our customer’s goals.

This role is based remotely in either TX or Southern, CA

Overview:

• Customer Relationship Management: Build and maintain strong, long-lasting customer relationships by working with transportation directors, maintenance staff, drivers and other essential operations staff to understand their operational needs, goals, and challenges and provide tailored solutions
• Onboarding and Training: Guide customers through the onboarding process, provide training and support, project manage internal and external teams, and coordinate with bus dealers and OEMs to ensure a smooth transition to EVSBs
• Account Management: Proactively monitor customer relationships, identify issues, and develop strategies to address them effectively
• Solution Customization: Work closely with customers to tailor our service offerings to meet their specific operational needs
• Data Analysis: Analyze data and performance metrics to identify opportunities for improvement and provide data-driven recommendations
• Issue Resolution: Act as a liaison between customers and internal teams to resolve issues promptly and ensure customer satisfaction
• Process and Product Feedback: Collect and relay customer feedback to our Technology, Project Development teams, and other stakeholders to drive continuous improvement
• Customer Maintenance Strategy: Partner with bus dealers, OEMs and customer maintenance teams to ensure operational efficiency and fast issue resolution

Qualifications:

• 2+ years of 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)
• Extreme empathy and ability to take initiative to do the right thing for the customer
• Strong project management skills
• Ability to travel to customer sites on a monthly basis
• Data-driven approach to problem solving
• Strong written and verbal communication skills with excellent presentation skills
• Experience and knowledge of ticketing systems, workflows, tools and processes for customer service
• Confident, high energy, self-motivated and a team player
• Experience working with senior and executive-level customer contacts
• Ability and desire to work and excel in fast-paced environment with ambiguity and processes that are still being defined
• Understanding of web applications and ability to learn new technologies
• Experience working in a non-SaaS industry and/or with municipal or government entities is a plus

$110,000 - $125,000 a year

What You Can Expect from Highland:

• Competitive base salary and performance-based bonus program
• A supportive, highly collaborative, team-oriented environment
• Ability to work with bright, innovative, and forward-thinking colleagues
• Health, Vision, and Dental coverage for employees & their dependents
• Generous Paid Time Off
• 401(k) program and company match

Highland Electric Fleets provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Highland Electric Fleets complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.