Customer Success Manager (CA)

About Us Highland Electric Fleets’ mission is to make electric fleets accessible and affordable for all, enabling communities to realize the benefits of cleaner, quieter and healthier fleets. Highland is North America’s leading provider of Electrification-as-a-Service (EaaS). Founded in 2019, Highland partners with school districts, municipalities, and fleet operators to make the transition to electric fleets simple and affordable.   Highland proudly serves as the Official Electric School Bus Provider of the LA28 Olympic and Paralympic Games and Team USA. From pioneering vehicle-to-grid technology to managing some of the nation’s largest electric school bus fleets, Highland delivers reliable, cost-effective solutions that support local communities and drive the future of transportation. Job Summary: Creating unparalleled customer trust is core to Highland’s mission to make the switch to electric vehicles as easy as possible for our customers. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong customer relationships post sale, ensuring high levels of customer satisfaction leading to retention and loyalty.   The CSM will serve as the customer’s advocate and champion throughout the customer journey and will work closely with cross-functional groups to ensure we achieve our customer’s goals.   This role requires being based remotely in Southern, CA Overview:

Customer Relationship Management: 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

Onboarding and Training: 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

Account Management: Proactively monitor customer relationships, identify issues, and develop strategies to address them effectively

Solution Customization: Work closely with customers to tailor our service offerings to meet their specific operational needs

Data Analysis: Analyze data and performance metrics to identify opportunities for improvement and provide data-driven recommendations

Issue Resolution: Act as a liaison between customers and internal teams to resolve issues promptly and ensure customer satisfaction

Process and Product Feedback: Collect and relay customer feedback to our Technology, Project Development teams, and other stakeholders to drive continuous improvement

Customer Maintenance Strategy: Partner with bus dealers, OEMs and customer maintenance teams to ensure operational efficiency and fast issue resolution

Qualifications:

2+ years of experience 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 ability to take 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

What You Can Expect from Highland: Competitive base salary and performance-based bonus program A supportive, highly collaborative, team-oriented environment Ability to work with bright, innovative, and forward-thinking colleagues Health, Vision, and Dental coverage for employees & their dependents Generous Paid Time Off 401(k) program and company match     Highland Electric Fleets provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Highland Electric Fleets complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.