About the Role
Title: Senior Customer Success Manager
Location: Ann Arbor, MI
JobDescription:
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. Were building the worlds 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, weve given more than 300,000 autonomy-enabled rides to real people around the globe. And were just getting started. Were hiring people who share our passion for building the future, today, solving real-world problems and seeing the impact of their work. Join us.
Overview
We deeply care about helping our customers get the value out of May Mobility. Were looking for a Senior Customer Success Manager who is passionate about our product, results-driven, and excited to partner directly with customers to help them achieve their transportation goals with May Mobility. As one of our first Customer Success teammates, youll be a key member of the team, helping us define and grow the role itself. This role reports to the Director, Customer Success.
Job Responsibilities
You will focus on both systems-level work and hands-on customer-facing work, including:
- 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
Qualifications and Skills
- 5+ 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