Customer Success Manager

Overview

About EVPassport: EVPassport is the EV Charging hardware and software platform for purpose-driven organizations. Brands committed to sustainability rely on EVPassport to provide their customers with the most seamless payment experience to charge any electric vehicle without requiring a separate app, account or a top-up balance. EVPassport is the only platform that enhances customer engagement for these companies by providing custom branded hardware with API-powered software that easily integrates with their existing applications and services.

We operate in the United States, Canada, and Mexico and we offer a leading end-to-end EV Charging solution to enterprise businesses. EVPassport is changing the EV Charging experience, and we want you to help build it.

Your Job Opportunity: 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.

• 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

• 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

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

• Customer Obsessed
• Lead with Empathy
• Trust by Default
• Own the Outcome
• Growth Mindset
• Anything is Possible

• Health…