[Remote] Fleet Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Slate Automotive LLC is hiring a Fleet Customer Success Manager to build and lead its fleet customer success function. The role manages customer experience from vehicle demos through delivery and ongoing account health for commercial, government, and small business fleet customers.

Responsibilities

• Design the fleet onboarding framework, pilot success playbook, and account health model that will govern fleet CS operations across multiple verticals
• Define the working model with Retail CS — shared infrastructure, escalation pathways, and the boundary between fleet-specific and generalist support
• Support loaner vehicle pilot programs jointly with Sales by establishing demo success plans, which establish KPIs, track pilot engagement/performance and define issue resolution pathways in real time
• Own the first 90 days post-purchase for every fleet account — charging infrastructure coordination, vehicle upfitting, fleet management system integration, driver orientation support, and delivery logistics
• Run structured 30-day, 60-day, and 90-day post-delivery check-ins — document what is working, what is not, and what you are doing about it
• Be the single point of contact for new fleet accounts during activation — a named person who picks up, not a ticket queue
• Own issue escalation end-to-end: triage, internal coordination across product and operations, and honest customer communication with clear timelines
• Maintain a proactive check-in cadence with every active fleet account jointly with Sales —regular health reviews and renewal conversations that happen on your schedule. Identify expansion signals — accounts growing their fleet, new use cases, locations adding vehicles — and route them to Sales with context
• Represent the voice of the fleet customer internally — bring field patterns, friction points, and product feedback into product, operations, and sales conversations

Skills

• 8+ years in B2B customer success, enterprise account management, or fleet / commercial vehicle operations, including experience owning retention and expansion outcomes — not just satisfaction scores
• 2+ years of previous manager experience in a Customer Success capacity
• Track record of building a CS function, onboarding program, or customer success practice that did not exist before you arrived
• Experience managing complex business relationships with fleet managers, operations directors, and vehicle operators across multi-stakeholder accounts
• EV knowledge or genuine enthusiasm for the commercial EV transition; you can walk a skeptical fleet manager through charging infrastructure, range planning, and total cost of ownership in plain language
• Clear communicator in writing and in person — your check-in emails are useful, your escalation summaries are crisp, and your internal updates are things people actually read
• Organized and systematic; you manage a growing portfolio of accounts without letting anything fall through and build processes simple enough for a future team to run
• Comfortable in a fast-paced, growth-stage environment where tools and processes are still being built rather than maintained
• Proficiency using Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint)
• Applicants must be authorized to work in the United States on a permanent basis. We are unable to offer visa sponsorship at this time
• Bachelor's degree in Business Administration, Supply Chain Management, Operations, Finance, Data Analytics or equivalent is preferred
• Familiarity with fleet operations concepts — vehicle lifecycle, TCO analysis, fleet management platforms (Samsara, Geotab, or similar) — is strongly preferred; automotive, commercial equipment, or logistics backgrounds transfer well

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Vacation
• 401k
• The successful candidate may also be eligible to participate in the equity program
• The successful candidate may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing such programs.

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