Senior Customer Success Manager

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Position Overview

May Mobility is transforming cities through autonomous technology to create a safer, greener, more accessible world. Based in Ann Arbor, Michigan, May develops and deploys autonomous vehicles (AVs) powered by our innovative Multi-Policy Decision Making (MPDM) technology that literally reimagines the way AVs think. Our vehicles do more than just drive themselves - they provide value to communities, bridge public transit gaps and move people where they need to go safely, easily and with a lot more fun. We’re building the world’s best autonomy system to reimagine transit by minimizing congestion, expanding access and encouraging better land use in order to foster more green, vibrant and livable spaces. Since our founding in 2017, we’ve given more than 300,000 autonomy-enabled rides to real people around the globe. And we’re just getting started. We’re hiring people who share our passion for building the future, today, solving real-world problems and seeing the impact of their work. Join us.

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.

Responsibilities

• 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

Skills and Abilities

Success in this role typically requires the following competencies:

• 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

Qualifications and Experience

Candidates most successful in this role typically hold the following qualifications or comparable knowledge or experience:

Required:

• 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.

Desirable:

• Location proximity to Arlington, TX or central time zone
• Previous experience working with a complex technical product
• Previous startup experience
• Mobility operations and/or autonomous vehicle experience

Physical Requirements

Standard office working conditions which includes but is not limited to:

• Prolonged sitting
• Prolonged