Senior Customer Success Manager

About Us

Highland Electric Fleets’ electrification-as-a-service (EaaS) model aims to make electric school buses and other clean heavy duty vehicles attainable for every district across the US and Canada. Our turnkey solution tackles financing, vehicle procurement, infrastructure upgrade and maintenance to create a reliable and affordable fleet for our customers.

We know that cleaner buses create healthier communities and it’s our mission to eliminate the barriers to better student health and cleaner air - just 10 electric buses will reduce the pediatric asthma risk for 1,500 students!*

We are looking for candidates that want to help support this mission…

*Source: American Journal of Respiratory and Critical Care Medicine. Based on estimates for Highland customer with large fleet

Summary:

Creating unparalleled customer trust is core to Highland’s mission to make the switch to electric vehicles as easy as possible for our customers.

The Senior Customer Success Manager (CSM) is a seasoned customer success professional responsible for cultivating and maintaining strong customer relationships post sale, ensuring high levels of customer satisfaction leading to high retention and loyalty. 

• Raise the Bar: Set a new standard for service excellence by consistently delivering exceptional customer experiences and proactively identifying opportunities to go above and beyond. Document and share best practices with the broader CSM team.
• Customer Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders, ranging from senior leadership (e.g., superintendents and district administrators) to operational team members (e.g., transportation directors, maintenance staff, and bus drivers).
• Customer Advocacy: Develop a deep understanding of customer operational needs, goals, and challenges. Work with a cross-functional team at Highland to assess alternatives, lead the charge in making a recommendation, and execute on providing tailored, high-impact solutions.
• Account Management: Proactively monitor customer relationships, engagement, and account health to identify risks and develop strategies for issue mitigation and long-term success. Act as a trusted advisor, ensuring customers derive maximum value from our offerings and identifying expansion opportunities.
• Solution Customization: Work closely with customers to tailor our service offerings to meet their specific operational needs
• Data Analysis: Analyze customer data and performance metrics to identify opportunities for improvement and provide actionable, data-driven recommendations to create value and drive adoption
• Issue Resolution: Proactively identify and address potential challenges before they escalate. Own customer issues and escalations by identifying, troubleshooting, and resolving complex issues, ensuring swift and effective solutions through collaboration with internal teams.
• Process and Product Feedback: Gather customer feedback and advocate for product enhancements and service optimizations based on real-world customer needs.
• Account Expansion: Identify expansion and upsell opportunities and work collaboratively with the commercial team to scope and sell products and services that are in the best interest of the customer.
• Customer Onboarding & Training: Drive a seamless onboarding experience, proactively identifying and addressing potential roadblocks to ensure a smooth transition to Electric School Buses. On an ongoing basis, anticipate needs and deliver targeted training to maximize adoption and operational efficiency.

• Bachelor’s degree and 7+ years' of experience in a customer-facing role, such as Customer Success, Customer Support, Partnership Management, or Account Management
• Proven ability to understand the priorities of senior decision-makers, translate complex data into actionable insights, and drive outcomes that align with organizational goals
• Demonstrated experience managing complex customer relationships and navigating large, strategic accounts
• Extreme empathy and high EQ
• Bias for action, customer advocacy, and proactivity
• Strong project management skills with the ability to prioritize, organize, and execute multiple initiatives concurrently
• Data-driven approach to decision making and problem solving with experience analyzing key metrics to improve customer success strategies
• Ability to travel to customer sites on a monthly basis
• Strong written and verbal communication skills including the ability to deliver impactful presentations to senior stakeholders.
• Experience and knowledge of ticketing systems, workflows, tools and processes for customer service
• Confident, high energy, self-motivated and a team player
• Ability and desire to work and excel in fast-paced environment
• Understanding of web applications ability to learn new technologies

What You Can Expect from Highland:

· Competitive base salary and performance-based bonus program

· A supportive, highly collaborative, team-oriented environment

· Opportunities to make a difference, be heard, add value, and be recognized

· Growth and development with a leader in this new and exciting industry

· Ability to work with bright, innovative, and forward-thinking colleagues

· Health, Vision, and Dental coverage for employees & their dependents

· Life insurance, public transportation assistance

· Generous Paid Time Off

· 401(k) program and company match

Highland Electric Fleets provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Highland Electric Fleets complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.