Director, Customer Success (Remote or Hybrid)

United States /
Fleet /
Full-Time
/ Remote
Position: Director, Customer Success
Company: Inspiration Mobility
Location: Remote or DC or NY Office (Hybrid schedule - M, F Remote)
Type: Full-Time
Eligibility: Inspiration is unable to offer visa sponsorship for this role
 
Company Profile:

Inspiration Mobility is accelerating the transition to an all-electric transportation future by providing a comprehensive EV fleet-as-a-service solution to commercial fleets, including Fortune 500 companies, taxi and for-hire-vehicle operators, venture-backed mobility companies, and many others. Inspiration delivers EV procurement and financing, state-of-the-art charging infrastructure deployment, and fleet operations services, providing companies with a seamless, cost-effective transition to zero-emission electric transportation. Backed by three leading energy and infrastructure investors, we aim to dramatically accelerate fleet electrification in North America while building the leading investment platform focused on the EV transition.

Overview:
 
The Director, Customer Success (CS) will build and lead a team of customer-obsessed advocates and analytical problem solvers focused on fostering trust-based relationships, delivering top-notch customer service, expanding share of wallet, and proactively identifying new revenue and business opportunities among existing customers.
 
Reporting to the SVP, Customer Success, the Director, CS will directly manage several customer relationships, manage a team, and help build the processes to support and interface with Inspiration customers from onboarding and throughout the customer lifecycle. The successful candidate will be skilled in building strong customer relationships, managing customers, and growing revenue.

As a Director, Customer Success, you will be responsible for:

    • Owning and leading all post-sales customer activity from onboarding through expansion and retention
    • Increasing share of wallet, among existing customers by upselling and cross selling additional products and services to generate incremental revenue
    • Hiring and managing a team of CSMs to accelerate EV adoption and promote value-add products and services to existing customers
    • Managing day-to-day activities with customers while coaching and mentoring a team
    • Building a framework and toolkit for the CS team to use in daily, weekly, monthly, and quarterly customer interactions and formal business reviews
    • Identifying, building, and integrating the internal processes and success metrics required throughout the customer journey
    • Developing and maintaining in-depth knowledge of Inspiration Fleet and Energy products and services to provide customers with enhanced solutions and drive revenue
    • Delivering against KPIs to ultimately drive customer retention and expansion
    • Serving as the “voice of the customer” to bring insights that will guide the development of products and services

Desired Profile:

    • 8+ years in a customer-focused role with proven ability to lead a team that delivers growth and strong NPS
    • A builder with an affinity for the fast pace and change of a high-growth company
    • A detail-oriented, structured thinker with a continuous improvement mindset
    • Ability to flex between strategy and diving deep into the details
    • Proven ability to be both a leader and doer; getting into the weeds to get things done while building the foundation for scale
    • Exceptional communication, influencing, and relationship-building skills
    • Excellent problem-solving, listening, and critical thinking skills 
    • Strong team collaborator with the ability to own and execute work product independently and through others
    • Acts consistently with Inspiration's core values (see below)
    • Energized by and passionate about Inspiration’s mission to contribute to climate solutions by accelerating the electric vehicle transition
    • Experience in fleet management, mobility, energy, electric vehicles, ESG, or adjacent industries is a plus
    • Bachelor’s degree, MBA a plus 


Our Core Values:
Inspiration’s culture is based on a shared respect for our core values described HERE.  Fit with these values is a critical component of our hiring process, and employees are expected to demonstrate these behaviors in their interactions with colleagues, customers, and all stakeholders. An assessment of how each employee has exhibited our values is an important part of our performance review process.  

Our Commitment to You:
Inspiration embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the greater our impact will be! 

All offers of employment are contingent upon positive references and a successful background check.

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