Customer Success Manager / Sr Manager

Introduction

Ridecell’s vision is to move the world better.  We have a long history of innovation in the mobility and fleet space, from early days running ridesharing, to powering the carsharing platforms for mobility service operators like BMW, Renault, AAA, and Toyota; to more recently expanding into intelligence and automation solutions for large scale fleets with customers like Arval and Merchants.

Ridecell’s Customer Success Manager is a true customer advocate - growing customer relationships from implementation, throughout each lifecycle phase. CSMs serve as the primary liaison between the internal Ridecell team and external stakeholders. They are able to identify, rationalize and communicate customer needs and problems. They are able to empathize, mentor and problem-solve in any circumstance. The ideal candidate is enthusiastic, tech savvy, and passionate about providing an exceptional experience for every customer.

Personal characteristics of individuals who have proven to be a good fit in our dynamic environment include strong strategic thinking skills, an entrepreneurial mindset, the ability to build rapport with customer executives, and a willingness to roll up their sleeves and execute whatever task needs doing.  Candidates with backgrounds in management consulting (e.g., McKinsey, BCG, Deloitte, Accenture, etc.), operational roles with large fleets or new mobility start-ups (e.g., ridesharing, carsharing), and customer success strategic roles with enterprise solution SaaS vendors often have the skills and experience needed.

Responsibilities

Account Management

• End-to-End Ownership: Act as the primary lead for the planning, launch, implementation, and long-term refinement of solutions for major enterprise accounts.
• Executive Partnership: Develop trusted advisor relationships with day-to-day contacts, middle management, and senior executives in the enterprise accounts.
• Strategic Reviews: Drive a consistent cadence of Quarterly Business Reviews (QBRs) in collaboration with Growth leadership to align on long-term goals.
• Communication: Resolve critical customer issues by providing transparent, rapid communication and actionable remedies.

Project & Program Management

• Priorities and tradeoffs: Help stakeholders within our customer effectively balance competing priorities and make tradeoffs regarding change requests that align with both the customer’s and Ridecell’s strategies
• Resource Negotiation: Balance customer change requests against Ridecell’s internal roadmap; negotiate timelines and workloads to ensure high-performance delivery.
• Cross-Functional Liaison: Bridge the gap between customers and internal teams (Product, Engineering, Sales, and Support) to remove project bottlenecks.
• Risk Mitigation: Proactively identify and track dependencies; escalate and resolve risks before they impact delivery timelines.

Solution Execution & Feedback

• Training & Enablement: Conduct product training and demonstrations for customers. Communicate system updates and releases, ensuring client enacts changes based on need and interest
• Expert Configuration: Execute complex, urgent, or low-frequency system changes. Rapidly address custom configuration needs to unblock customer growth or operational shifts.
• Quality Assurance: Perform hands-on testing of new releases (backend fixes, feature enhancements, and mobile app "smoke testing")
• Engineering Partnership: Collaborate directly with Engineering to troubleshoot complex issues, ensuring rapid resolution of mission-critical bugs.

Desired Qualifications

• Minimum of 5+ years experience working with large enterprises in one or more of the following roles:  B2B account management, solutions delivery, customer success, project management, or program management
• Solid project management skills and experience managing enterprise customer programs and agile cross functional account teams.
• Highly organized, detail-oriented with the ability to prioritize and respond quickly in an ever-changin