Remote Customer Success Manager - EV Fleets & Onboarding

Highland; California; Hybrid; USD 110,000 - 125,000; Full time

Benefits offered by this job

Health, Vision, and Dental coverage

Generous Paid Time Off

401(k) with company match

Job summary

Highland Electric Fleets is seeking a Customer Success Manager to cultivate and maintain strong post-sale relationships, ensuring high customer satisfaction and retention. The CSM serves as the customer's advocate throughout their journey and collaborates with cross-functional teams to meet goals.

The role is remote in the US (TX or Southern CA) and involves onboarding, training, coordinating with dealers and OEMs, data analysis, and driving ongoing improvements for electric fleets.

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).
• Extreme empathy and 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.

Responsibilities

• 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
• 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
• Proactively monitor customer relationships, identify issues, and develop strategies to address them effectively
• Work closely with customers to tailor our service offerings to meet their specific operational needs
• Analyze data and performance metrics to identify opportunities for improvement and provide data-driven recommendations
• Act as a liaison between customers and internal teams to resolve issues promptly and ensure customer satisfaction
• Collect and relay customer feedback to our Technology, Project Development teams, and other stakeholders to drive continuous improvement
• Partner with bus dealers, OEMs and customer maintenance teams to ensure operational efficiency and fast issue resolution

Skills

Customer Success

Project management

Communication skills

Data-driven problem solving

Travel readiness

Team player

Executive engagement

Education

Bachelor’s degree in business, technology, engineering

Tools

Ticketing systems

Job description

Highland Electric Fleets is seeking a Customer Success Manager to cultivate and maintain strong post-sale relationships, ensuring high customer satisfaction and retention. The CSM serves as the customer's advocate throughout their journey and collaborates with cross-functional teams to meet goals.

The role is remote in the US (TX or Southern CA) and involves onboarding, training, coordinating with dealers and OEMs, data analysis, and driving ongoing improvements for electric fleets.