Senior Customer Success Manager at May Mobility

Overview

We deeply care about helping our customers get the value out of May Mobility. We’re looking for a Senior Customer Success Manager who is passionate about our product, results-driven, and excited to partner directly with customers to help them achieve their transportation goals with May Mobility. As one of our first Customer Success teammates, you’ll be a key member of the team, helping us define and grow the role itself. This role reports to the Director, Customer Success. 

Job Responsibilities

You will focus on both systems-level work and hands-on customer-facing work, including:

• 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

Qualifications and Skills 

• 5+ 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

Physical Requirements

• Standard office working conditions which includes but is not limited to:
• Prolonged sitting
• Prolonged computer use
• Travel requirements - up to 25% 

Remote role based out of Ann Arbor, MI

• Remote employees work primarily from home or an alternative work space. 

Please note that this salary range is based on a Michigan-based employee.  Our salary ranges can vary depending on location.