Customer Success Manager

EVPassport•Santa Monica, CA

14h•$100,000 - $110,000•Onsite

About The Position

EVPassport is seeking a talented Customer Success Manager to join our team in Santa Monica. As a Customer Success Manager, you'll play a critical role in supporting a portfolio of EVPassport's commercial and enterprise customers nationwide as they embark on their EV charging installation projects. You'll be a key point of contact throughout the customer journey, and have a high degree of collaboration with both internal teams and external partners. If you're passionate about delivering exceptional customer experiences and can navigate ambiguities and complexities with ease, we want to hear from you. In order to be considered for this position, candidates must be based in the Los Angeles area and in commutable distance to Santa Monica.

Requirements

5+ years of professional experience, preferably in B2B SaaS environment(s)
The ability to manage dozens of accounts and focus on fostering customer growth and retention
Effective communication, presentation, interpersonal, and problem-solving skills
Strong organizational skills and keen attention to detail
The ability to prioritize, multi-task, and execute well under pressure
A strong customer-centric mindset, with the ability to build and maintain trusted relationships and address customer needs effectively
Experience in working collaboratively with cross-functional teams to achieve shared goals
The ability to make an immediate impact, and desire to continually improve
Candidates must be based in the Los Angeles area and in commutable distance to Santa Monica.

Nice To Haves

Knowledge of electric vehicles and charging dynamics.
Industry expertise.
Start-up mentality.

Responsibilities

Own the full lifecycle management for a diverse book of business, including onboarding, implementation, adoption, retention, and expansion
Develop a comprehensive understanding of customers' business challenges and goals, aligning EVPassport's features and benefits to address these needs effectively
Coordinate with internal project stakeholders, including Sales and Deployment, to lead project activities and timelines and oversee the advancement of key milestones
Collaborate with cross-functional teams (Sales, Deployment Operations, Product, Customer Support, and Field Services) to deliver a seamless customer experience
Deliver successful customers to the contract renewal cycle and support the renewal process to minimize customer attrition
Deliver clear, confident, and engaging kickoff calls that demonstrate a command of onboarding processes, required documentation, customer deliverables, and internal workflows
Prepare and present materials with a high level of accuracy
Demonstrate a deep understanding of EVPassport’s offerings and processes
Maintain a consistent cadence of proactive customer communication and internal collaboration
Lead internal projects as assigned, including regular status updates and timely resolution of roadblocks, supported by clear proposed solutions
Manage documentation diligently, tracking customer interactions, onboarding progress, and ongoing needs through appropriate systems
Regularly identify and document customer needs and propose scalable improvements to processes
Collaborate cross-functionally to gather and validate data for customer meetings, including QBRs, support reviews, and deployment updates
Additional projects may be assigned as requested