Customer Success Manager, Fleet Sales

About the position

The Customer Success Manager for Fleet Sales at Rivian is responsible for ensuring fleet customers receive exceptional service and support throughout their journey with the company. This role focuses on building long-term relationships with fleet clients, helping them maximize the value of their Rivian vehicles, and driving customer satisfaction and retention. The position requires a passion for electric vehicles and a commitment to providing a seamless, value-driven experience for customers.

Responsibilities

• Lead the onboarding process for new fleet customers, ensuring smooth delivery and successful integration of Rivian vehicles into their operations.
• Work closely with Sales, Product, and Service teams to set customers up for success, providing training and best practices for fleet management, EV charging, and telematics.
• Develop customized fleet success plans that align with the client's operational goals and Rivian's product capabilities.
• Serve as the primary point of contact for fleet customers, ensuring they receive timely support for any technical, operational, or service-related issues.
• Continuously engage with customers to understand their needs and challenges, proactively addressing any potential pain points.
• Collaborate with internal teams to provide solutions that enhance customer satisfaction, minimize downtime, and ensure the optimal performance of their fleet.
• Cultivate strong, trusted partnerships with fleet customers by demonstrating a deep understanding of their business needs and how Rivian's solutions help them achieve their goals.
• Regularly conduct check-ins and performance reviews with customers to assess fleet efficiency, address concerns, and recommend improvements.
• Act as the voice of the customer within Rivian, advocating for customer needs and helping to shape product and service improvements.
• Work closely with Sales, Service, and Product teams to ensure a seamless post-sale customer experience.
• Provide feedback and insights from the customer to help inform future product development, operational enhancements, and marketing strategies.
• Support the sales team by identifying opportunities for fleet expansion or additional services, contributing to overall account growth.
• Develop and deliver educational content for fleet managers, including webinars, documentation, and in-person training sessions.
• Ensure customers are fully informed about Rivian's latest updates, features, and best practices to maximize fleet efficiency and sustainability.
• Gather customer feedback on vehicle performance, charging infrastructure, and service support, ensuring this data is communicated back to Rivian's internal teams.
• Provide detailed reports on customer satisfaction, fleet performance, and retention metrics, helping to continuously improve Rivian's fleet offerings.
• Use data analysis tools to track customer success metrics and identify opportunities for proactive engagement.

Requirements

• Minimum of 5+ years of experience in customer success, account management, or related roles, preferably in the automotive or electric vehicle industry.
• Proven ability to manage large B2B accounts and deliver exceptional customer service in a complex, technical environment.
• Familiarity with fleet management, electric vehicles, and telematics is strongly preferred.
• Ability to understand and articulate the technical aspects of EV operations, charging infrastructure, and vehicle performance.
• Strong passion for delivering an outstanding customer experience, with an ability to anticipate needs and proactively address challenges.
• Exceptional communication skills, both verbal and written, with the ability to translate technical concepts into clear, customer-friendly language.
• Strong problem-solving skills with a collaborative approach to resolving issues.
• Ability to thrive in a fast-paced, dynamic environment, handling multiple customer accounts while adapting to changing priorities and business needs.
• Experience using data to monitor fleet performance and customer success, leveraging analytics to inform decision-making and improve service.