Director of Customer Success

About EVPassport:

EVPassport is the EV Charging hardware and software platform for purpose-driven organizations. Brands committed to sustainability rely on EVPassport to provide their customers with the most seamless payment experience to charge any electric vehicle without requiring a separate app, account or a top-up balance. EVPassport is the only platform that enhances customer engagement for these companies by providing custom branded hardware with API-powered software that easily integrates with their existing applications and services.

We operate in the United States, Canada, and Mexico and we offer a leading end-to-end EV Charging solution to enterprise businesses.

EVPassport is changing the EV Charging experience, and we want you to help build it.

Your Job Opportunity:

EVPassport is seeking a highly motivated Director of Customer Success to join our team in Boston. As the Director of Customer Success, you will lead a high-performing team of CSMs to ensure that our customers are achieving their desired outcomes. You’ll be the key driver of customer satisfaction, retention, and expansion, and work closely with Sales Leadership, the Senior Director of Deployment, Director of Maintenance & Field Services, and Director of Technical Support Engineering,  to continuously enhance our service delivery. If you are a data-driven decision maker guided by metrics-based performance measures, AI-savvy, and have a positive attitude - we want to hear from you.

Location: In order to be considered for this position, candidates must be located within a commutable distance to either Boston, MA or Santa Monica, CA

You Will:

• Lead the Customer Success team to ensure best-in-class customer engagement with our site hosts
• Develop and execute strategies to drive charger utilization, customer health, and expansion
• Partner closely with Support, Sales, and Deployment teams to ensure a seamless customer journey from onboarding to ongoing usage
• Monitor customer health metrics and proactively address potential challenges or risks
• Guide your team in crafting customer success plans, focused on delivering key business outcomes, and increasing value for each site host
• Develop customer education initiatives and tools to enhance product adoption and success
• Drive cross-functional collaboration to streamline processes 
• Report on key performance metrics related to customer satisfaction, renewals, and growth opportunities

You Have:

• Proven leadership experience in customer success role, with 1-2+ years managing a team of CSMs, preferably in a SaaS or tech environment
• Strong strategic thinking with the ability to manage both high-level goals and day-to-day operations
• Experience leveraging ChatGPT or similar AI tools
• Exceptional communication, relationship-building, and problem-solving skills
• Experience working with multiple internal and external stakeholders, all while managing complex priorities
• A data-driven mindset with the ability to analyze metrics and use insights to drive decision-making
• Ability to thrive in a fast-paced, dynamic environment with a focus on continuous improvement
• A “glass half full” mentality and an overall positive outlook
• Comfortable with ambiguity and naturally takes a proactive stance on creating better processes
• The ability to learn from past data to forecast and plan

Our Values: 

• Customer Obsessed
• Trust by Default
• Own the Outcome
• Growth Mindset
• Anything is Possible
• Practice Kindness

Our Benefits:

• Comprehensive medical, dental, and vision insurance; voluntary life, accident, hospital, & critical illness coverage; and access to HSA & FSA plans
• 401(k) plan
• Flexible PTO
• 11 paid holidays off
• Hybrid work model, allowing our employees to enjoy work-life balance, the flexibility to manage personal commitments, and the opportunity to work face-to-face with others. Our offices allow us to build deeper connections and enhance collaboration across teams

 

Salary: $140,000-$150,000 + applicable variable compensation potential | Placement within this base salary range depends upon several factors, including prior relevant job experience and skill set.

 

Apply now if you thrive in an environment that grants you the autonomy to explore and build solutions.

For additional information on EVPassport, please visit https://www.evpassport.com/