Customer Success Manager

Outcomes You'll Deliver:

• Successfully manage post-sales activity throughout the entire customer journey for your assigned customer portfolio 
• Onboard new customers, ensuring a smooth and seamless customer experience 
• Establish strong customer relationships and build trust by understanding customer business goals and needs, anticipating and solving problems, and planning and executing with excellence
• Achieve your success metrics, retain your customers, and help grow our revenue through fleet expansion, charging partnerships, and value-add products and services
• Project manage customer initiatives and deliver productive customer business reviews, while driving agendas for weekly, monthly, and quarterly meetings 
• Work collaboratively to establish clear procedures and create detailed written materials that will help us efficiently implement our Customer Success initiatives and deliver the best experience possible to our customers 
• Boost customer satisfaction and revenue through regularly assessing potential upsell, cross-sell, and renewal opportunities 
• Playan instrumental role in building and integrating internal processes within our Customer Success organization as well as with our other internal teams
• Serve as the “voice of the customer” and bring insights to guide our product and service innovation and development 

Who You Are:

• You have 4+ years in a customer-focused role with a proven track record of driving business growth and achieving a high Net Promoter Score (NPS) 
• You have experience in fleet management, mobility, EVs, energy, or a related industry 
• You are a proactive and adaptable builder and problem solver who is not afraid of managing in the grey and thrives working in a fast-pace, high-growth environment 
• You are detail-oriented, highly organized, and these superpowers allow you to juggle multiple tasks simultaneously while executing with excellence 
• You are a natural collaborator with the ability to own and execute independently and through others
• You have a creative, business and solutions-oriented mindset and like to roll up your sleeves to get things done
• You have outstanding written and verbal communication skills that enable you to handle challenging customer scenarios with professionalism and ease, whether it be through email, phone, or in-person interaction 
• You are highly proficient in Excel and are confident in analyzing data and creating visualizations to track success metrics and tell stories to influence customer behavior and drive adoption 
• You have experience working with a CRM, such as HubSpot, project management and tracking tools such as Jira, data insight tools such as Sigma, and process mapping platforms such as Lucidchart, which you will use regularly