Senior Customer Success Manager, May Mobility

• 4+ years experience in Customer Success with direct customer-facing experience
• Bachelor's Degree
• Experience with problem-solving in a customer-facing environment
• Experience working cross-functionally with Engineering, Sales, Marketing, Product, and external partners
• Excellent verbal and written communication skills with the ability to explain complex and technical topics in an easily understood manner
• In depth knowledge of Customer Success platforms such as Planhat, Hubspot, Gainsight, etc
• Standard office working conditions which includes but is not limited to:
• Prolonged sitting
• Prolonged standing
• Prolonged computer use
• Travel required? - Moderate: 10-25%

Desirable

• We are seeking a Senior Customer Success Manager who is passionate about our product, results-driven, and excited to partner directly with our customers to help them achieve their autonomous transportation goals with May Mobility. The role reports to the Director of Customer Success, and is expected to work closely with our customers and regularly collaborate with multiple internal teams
• Establishing meaningful strategic, long-term business relationships with our customers
• Helping co-create CS systems and processes - i.e. customer journey, customer maturity model plan, cross-functional touchpoints - - that act as a growth engine at May Mobility
• Working with our customers to understand their business goals and identify the tactics, strategies, and best practices needed to achieve them
• Onboarding and educating our customers to ensure they implement May Mobility in alignment with their goals and our best practices
• Successfully developing and delivering educational content while tracking progress
• Creating and executing against external project plans for customer deployments
• Collaborating with internal cross-functional teams such as engineering, marketing, and sales to implement a plan of success for each customer
• Focusing on ways to increase retention - - including surfacing expansion opportunities
• Collecting product feedback and channeling it to the Product Team
• Routinely work cross-functionally within May and across to our partners and customers to build trust and solve problems while helping customers realize May’s product value
• Hands on approach to integrate with internal and external stakeholders to deliver value
• Ability to quickly learn and become a subject matter expert on complex product offerings
• Leverage software solutions that enhance the organization and alignment of projects