AmpUp is the leading electric vehicle (EV) charging operating system that enables drivers, hosts, and fleets to charge stress-free. Our technology makes it easy for businesses and property owners to manage multiple charge stations and locations on one platform. We enable our customers to achieve their electrification goals faster and easier than they imagined possible. With headquarters in Cupertino, CA, AmpUp’s network and software solutions have been deployed for customers across North America, and are the #1 privately held EV charging network in the USA.
We are seeking an experienced and motivated Customer Success Manger to join our team. The CSM will be responsible for the post sale customer journey from start to finish within the commercial and industrial electric vehicle charging market and across our suite of products.
Key Responsibilities:
- Training: Educate site hosts on best practices, product features, and customization options to optimize their usage and achieve their business goals.
- Relationship Management: Build strong relationships with site hosts, understanding their objectives and challenges, and providing strategic advice and support.
- Retention and Renewals: Proactively monitor customer health metrics, identify risk factors, and take appropriate actions to mitigate churn and secure renewals.
- Customer Advocacy: Serve as the voice of the customer within AmpUp, providing feedback to our product and development teams to drive continuous improvement and innovation.
- Upselling/Cross-selling: Identify opportunities for account expansion to drive additional revenue.
- CRM Management: Manage customer data and sales metrics in AmpUp’s CRM tool. Responsible for reporting and ensuring data integrity.
- Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders.
- Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.
Key Performance Metrics
- Customer satisfaction: Develop a vehicle to measure customer success- including surveys, customer interviews and online reviews. Take proactive measures to increase and maintain customer satisfaction ratings.
- Customer retention rate: Achieve an 85% customer renewal rate.
- Account Expansion: Achieve minimum 10% revenue selling into/upselling existing customer base
Requirements
- Bachelor’s Degree or equivalent experience in Customer Success, Customer Support, Sales, Business Development or Account Management or related field.
- 2-5 years years of experience in Customer Success, Project Management, Account Management, Sales Support, SaaS Renewals.
- Proven experience building strong customer relationships and efficiently communicating internal and external voices.
- Previous experience growing, scaling, training or supervising a CSM team.
- Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences.
- Knowledge of the EV Charging space.
- Ability to travel as needed.
ABOUT AMPUP
AmpUp makes EV charging effortless through a holistic, connected approach to smart charging. By understanding the challenges drivers, property managers, and installers face firsthand, we make EV charging simple, speedy, and reliable.