Customer Success Manager

Inspiration Mobility; Washington (District of Columbia); Remote; USD 105,000 - 140,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to drive the growth and retention of assigned accounts in the electric vehicle sector. This dynamic role involves building strong relationships with customers, managing their needs, and ensuring a seamless electrification journey. The ideal candidate will possess excellent communication skills, a detail-oriented mindset, and a passion for sustainability. By joining this innovative firm, you'll play a crucial role in accelerating the transition to electric vehicles, making a positive impact on climate change, and contributing to a greener future.

Qualifications

• 5+ years in a customer-focused role with proven ability to grow business.
• Excellent written and verbal communication skills with high emotional intelligence.

Responsibilities

• Own daily activity for assigned customers and establish strong relationships.
• Project manage customer initiatives and deliver business reviews.
• Serve as the voice of the customer to guide product development.

Skills

Customer Relationship Management

Project Management

Problem-Solving

Communication Skills

Critical Thinking

Emotional Intelligence

Education

Bachelor’s Degree or Equivalent

Job description

Compensation Range: $105,000-140,000 base + 10% bonus

Location:Remote with occasional travel to Washington, D.C. and assigned customers, as needed.

About Us:

Inspiration Mobility is a company wholly committed to accelerating the electrification of transportation in North America to deliver rapid, cost-effective decarbonization. Inspiration provides tailored solutions that enable our customers and partners to achieve their business and sustainability goals as quickly as possible, with minimal risk. With the only EV-first Fleet Management Company (eFMCTM) and a turnkey developer of high-speed, commercial-grade charging infrastructure, Inspiration serves as a single partner to simplify fleet electrification - delivering best-in-class EV procurement and leasing, EV-first fleet management services, and comprehensive charging solutions.

Your Mission:

As a Customer Success Manager (CSM), you will be in a highly visible, external-facing role responsible for the growth and retention of assigned accounts. You will work closely with each customer to accelerate their adoption of electric vehicles (EVs) and electric infrastructure by serving as a trusted partner to each customer, working to expand their fleet of EVs, chargers, and the products / services needed to successfully operate their business.

Reporting to the Vice President, Customer Success, you will manage day-to-day interactions of customers within an assigned portfolio throughout the fleet and energy lifecycle to build strong relationships, deliver top-notch customer service, grow our mutual business together and proactively identify new opportunities for both our clients and for Inspiration. You will also play a foundational role in setting standards and building processes that scale as the business grows and customer requirements expand.

The Legacy You’ll Leave:

As a result of your time in this role, you were able to secure long-lasting and mutually beneficial partnerships with each of your assigned customers. You enabled us to scale more quickly and effectively by offering an outstanding customer experience and electrification journey. Your effectiveness, experience, and attention to detail resulted in delighted customers who became our trusted partners, promoters, and advocates. This led to an expanded footprint with each of your customers and generated new referrals and leads for us, which resulted in more revenue, more products sold and increased “stickiness” to Inspiration.

The added bonus? Your efforts in electrifying fleets made a substantial impact on combating climate change by reducing greenhouse gas emissions, paving the way for a decarbonized planet for future generations to enjoy.

What You’ll Be Responsible For:

• Own all daily activity for assigned customers.
• Establish strong customer relationships by understanding needs, anticipating and solving problems, planning and executing with excellence, and building trust.
• Develop and maintain in-depth knowledge of Inspiration Fleet and Energy products to provide customers with enhanced solutions that support their core business.
• Understand the business model of each assigned customer, how their corporate goals lead to their fleet and energy goals and ultimately helping each customer to achieve them.
• Collaborate with internal Subject Matter Experts (Fleet Advisory, Energy, Services) as well as external client stakeholders to deliver a best-in-class fleet and energy program.
• Project manage customer initiatives, driving agendas for weekly, monthly, and quarterly meetings, and partner with internal resources to deliver customer business reviews.
• Help to build, integrate, and constantly improve upon internal processes.
• Identify and implement metrics for success within the Customer Success team.
• Serve as the “voice of the customer” to bring valuable insights that guide product and services development as well as inform operational processes.

Who You Are:

• 5+ years in a customer-focused role with proven ability to grow business and deliver strong NPS.
• A builder with an affinity for the fast pace and change of a high-growth company.
• Detail-oriented, highly organized, personable, and enjoys getting things done.
• Possesses excellent written and verbal communication skills, coupled with a high emotional intelligence and the ability to navigate difficult conversations with empathy and professionalism
• Proven project management skills.
• Solid problem-solving, listening, and critical thinking skills.
• Collaborator with the ability to own and execute independently and through others.
• Acts consistently with Inspiration's core values.
• Energized by and passionate about Inspiration’s mission to contribute to climate solutions by accelerating the electric vehicle and infrastructure transition.
• Experience in or interest in fleet management, mobility, energy, electric vehicles, or adjacent industries is a plus.
• Bachelor’s degree or equivalent.

Our Core Values:

Inspiration’s culture is based on a shared respect for our core values. Fit with these values is a critical component of our hiring process, and employees are expected to demonstrate these behaviors in their interactions with colleagues, customers, and all stakeholders. An assessment of how each employee has exhibited our values is an important part of our performance review process.

Our Commitment to You:

Inspiration embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the greater our impact will be!