Customer Success Manager
About The Position
EVPassport is seeking a talented Customer Success Manager to join our team. In this critical role, you'll be the primary relationship owner for a portfolio of EVPassport's commercial and enterprise customers, guiding them from installation to long-term value realization. You will act as a trusted advisor, taking full ownership of the customer journey and collaborating extensively with internal teams to ensure a seamless experience. If you are passionate about building lasting customer partnerships, thrive on solving complex problems, and excel in a fast-paced environment, we want to hear from you.
Requirements
- 5+ years of experience in Customer Success, Account Management, or a similar relationship management role.
- A natural talent for building relationships, with a proactive, "pick up the phone" approach to customer engagement. You're comfortable being the primary, accessible point of contact for your clients.
- Exceptional problem-solving and critical-thinking skills. You have a demonstrated history of turning complex customer escalations into wins.
- A strong sense of ownership and autonomy. You operate with a "no pass the baton" mentality, thrive on finding answers, and don't wait for instructions.
- Excellent executive-facing communication and presentation skills.
- The ability to thrive in a fast-paced, scaling startup environment and a genuine motivation for EVPassport’s mission and ESG impact.
Nice To Haves
- A background in B2B SaaS, mobility, real estate tech (proptech), or infrastructure services is strongly preferred. Experience managing enterprise accounts in sectors like multifamily, hospitality, parking, or corporate real estate is a significant asset.
- Knowledge of electric vehicles (EVs) and charging dynamics.
- Experience and enthusiasm for thriving in a fast-paced, scaling startup environment where collaboration and initiative are key.
Responsibilities
- Own the full lifecycle for a diverse book of enterprise accounts, including onboarding, implementation, adoption, retention, and expansion.
- Build trusted, long-term relationships with senior stakeholders, becoming their go-to strategic partner for all things EV charging.
- Act as the central point of contact for your customers, taking full ownership of issues from diagnosis to resolution. You'll coordinate solutions by collaborating with internal teams like Sales, Deployment, Product, and Support.
- Demonstrate a relentless commitment to responsiveness, acknowledging customer inquiries within 24-48 hours and proactively communicating project milestones and resolutions.
- Ask thoughtful questions to uncover root causes, not just symptoms, and transform customer problems into moments that build trust and add value.
- Show initiative in improving our processes; you won't just put out fires but will be resourceful in finding and documenting scalable solutions.
- Deliver clear, confident, and engaging customer communications, from kickoff calls to executive-facing business reviews, translating technical concepts into business-friendly language.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
