Customer Success Manager
About Us:
EVCS was founded in 2018 and has rapidly become a leading and fast-growing public EV charging network on the US West Coast. With over 1,200 AC Level 2 and DC Fast chargers deployed and continued expansion planned across California, Oregon, and Washington, EVCS provides an extensive network of fast, reliable, affordable, and conveniently located charging options, powered by 100% renewable energy. Our turn-key approach leverages public and private funding to accelerate the installation of fast-charging stations. Having secured significant funding and partnerships with nearly 220 public and private site hosts, including Fortune 500 companies, EVCS is committed to building a net-zero-carbon mobility future. We offer innovative solutions like fixed-rate subscription charging, delivering substantial savings for EV drivers. If you excel in dynamic, mission-driven, high-performing environments, come join EVCS and help us accelerate the transition to a clean, carbon-free future in transportation!
Position Summary:
We are seeking a dynamic and results-oriented Site Host Customer Success Manager to be a key leader in our site host relations and growth program. As the primary advocate for your clients' success, you will be responsible for driving adoption, ensuring long-term retention, and strategically expanding our EV charging network within existing partnerships. You will play a crucial role in optimizing our account management processes, enabling our site hosts to achieve their business objectives and maximize the value of our services throughout the entire lifecycle of our partnership.
Key Responsibilities:
- Establish and Nurture Key Account Relationships: Act as the dedicated day-to-day liaison for assigned site hosts, focusing on building trust and a deep understanding of their business objectives to position EVCS as a strategic partner for future growth.
- Optimize Site Host Value and Engagement: Develop and implement customized success plans aimed at driving the adoption of EVCS solutions, ensuring operational efficiency, and fostering long-term satisfaction and retention throughout the partnership lifecycle.
- Renewal & Growth: Lead the contract renewal process, including preparing proposals, negotiating terms, and closing renewals to meet retention targets. Identify and pursue upsell/cross-sell opportunities, driving internal quoting and contracting. Additionally, create and deliver compelling EBRs to key stakeholders and leadership within partner organizations to showcase partnership value and identify strategic growth opportunities.
- Technical Advocacy & Support: Triage and resolve host inquiries and support tickets, escalating complex issues to technical teams as needed. Act as a technical point of contact, providing expert guidance on our platform and charging station operations to ensure site uptime.
- Process Optimization & Agreement Administration: Develop, document, and continuously improve SOPs and workflows for site host management, including onboarding, ticket workflows, and renewal cadence.
- Records & Reporting: Maintain accurate records of interactions, opportunities, and account details within relevant systems. Monitor and analyze site usage data to identify trends and generate reports on key performance indicators (KPIs) like support volume, renewal rates and revenue impact.
- Cross-Functional Collaboration: Partner closely with Operations, Field Service, Legal, Finance, Sales, Product, Marketing, and Support teams to ensure a seamless customer journey and advocate for site host needs. Feed customer insights back into Product and Engineering to inform improvements.
Requirements:
- 5+ years of experience in a strategic account management or customer success role, preferably in a B2B SaaS or technology environment, with a proven track record of driving account growth and achieving customer retention targets.
- Proven ability to effectively navigate client organizations, cultivate strong relationships with key stakeholders, and identify opportunities to expand revenue streams.
- Excellent communication, presentation, and interpersonal skills.
- A strong aptitude for fostering collaborative internal relationships.
- Strong analytical skills with the ability to interpret data, identify trends, and present findings effectively to various audiences to support problem-solving and strategic planning.
- Proven ability to thrive in a fast-paced, dynamic environment, ideally within a growth-oriented start-up setting.
- Knowledge of CRM systems (such as Salesforce and Zendesk) and data analysis tools (such as Tableau).
- Passion for the EV industry and sustainability.
- Proactive, solution-oriented mindset with a "client-first" approach.
Preferred Qualifications:
- Deep understanding of the EV charging ecosystem, including industry trends, technologies, key players, and common challenges faced by charging station hosts.
- Experience interacting with and presenting to operations managers, sustainability directors, or real estate executives.
- Proven expertise in leading and successfully closing contract renewals and expansion negotiations with business clients.