EVPassport

Customer Success Manager

EVPassport

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $75,000 - $100,000 per year

Job Level

Mid-LevelSenior

About the role

  • Primary relationship owner for a portfolio of EVPassport's commercial and enterprise customers, guiding them from installation to long-term value realization.
  • Own the full lifecycle for enterprise accounts, including onboarding, implementation, adoption, retention, and expansion.
  • Build trusted, long-term relationships with senior stakeholders; act as their go-to strategic partner for EV charging.
  • Act as the central point of contact, taking full ownership of issues from diagnosis to resolution; coordinate solutions with Sales, Deployment, Product, and Support.
  • Demonstrate a relentless commitment to responsiveness; acknowledge customer inquiries within 24-48 hours and proactively communicate project milestones and resolutions.
  • Ask thoughtful questions to uncover root causes and transform customer problems into moments that build trust and add value.
  • Show initiative in improving processes and document scalable solutions.
  • Deliver clear, confident, and engaging customer communications, from kickoff calls to executive-facing business reviews; translate technical concepts into business-friendly language.
  • Collaborate extensively with internal teams to ensure a seamless customer experience.
  • Work remotely covering CST hours (9:00 am - 6:00 pm).

Requirements

  • 5+ years of experience in Customer Success, Account Management, or a similar relationship management role.
  • 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.
  • A natural talent for building relationships, with a proactive, "pick up the phone" approach to customer engagement.
  • Comfortable being the primary, accessible point of contact for clients.
  • Exceptional problem-solving and critical-thinking skills; demonstrated history of turning complex customer escalations into wins.
  • Strong sense of ownership and autonomy; "no pass the baton" mentality.
  • Excellent executive-facing communication and presentation skills.
  • Ability to thrive in a fast-paced, scaling startup environment and a genuine motivation for EVPassport’s mission and ESG impact.
  • Knowledge of electric vehicles (EVs) and charging dynamics (it's a plus).
  • Experience and enthusiasm for thriving in a fast-paced, scaling startup environment where collaboration and initiative are key (it's a plus).