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Manager of Customer Success

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Lightship

3mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Product
  • Broomfield
  • Quick Apply

AI generated summary

  • You should have 5+ years in customer care leadership, experience in automotive/EV/RV, strong empathy for customers, data-driven problem-solving skills, and a passion for sustainability.
  • You will manage customer experience, lead service improvements, collaborate across teams, implement systems, interface with owners, and hire a diverse team for effective service delivery.

Requirements

  • 5+ years in customer care leadership roles, managing and developing teams and responsible for key service metrics
  • Experience in the automotive, EV, RV, or equipment industries, with a passion for and/or understanding of well-engineered machinery
  • Energy and history in customer facing roles, empathetic to customer wants and needs, and excited by providing great care
  • Strategy and implementation knowledge of systems and solutions needed across contacts, communication, service appointments, inventory controls, etc.
  • Data-driven problem solver with an ability to prioritize and manage against the total service offense to maximize the impact
  • Experience working at a D2C / B2C brand, preferable in the outdoor, travel, EV, RV, or luxury consumer goods industries
  • Startup experience, and/or excited to join a startup at a very exciting and integral time for the company
  • Success in a fast-paced environment and comfort in navigating feedback from various stakeholders
  • Passion and excitement for sustainability, climate tech and Lightship’s mission to bring both electrification and RVing or travel experiences to more demographics

Responsibilities

  • Build and lead the full lifecycle of our customers’ experience from delivery - setting service standards, warranty and repair process, customer-facing solutions, training/process/ops of service locations, phone/digital inquiries, and leading the key people on the service front line
  • Work across Commercial/Operations/Finance teams to ensure we’re maximizing the experience for our customers with their Lightship and delivering against the targets for the business
  • Champion and implement the right systems and solutions that optimize care and can integrate with our holistic view of owners
  • Establish and lead process improvements for parts/service/labor to be efficient and effective in meeting the needs of the customer and Lightship
  • Be a central figure within Design, Engineering, Commercial, and Operations teams, helping to identify any issues and opportunities we gain from owners
  • Key interface - in person, phone, email, etc. as Lightship’s face to owners
  • Hiring and leading a diverse team across multiple locations and regions, planning and solving with growth - field service, service depots, cs reps

FAQs

What are the primary responsibilities of the Manager of Customer Success at Lightship?

The primary responsibilities include building and leading the full lifecycle of customer experiences, setting service standards, establishing warranty and repair processes, optimizing customer care systems, leading process improvements for parts and service, and hiring and managing a diverse team across multiple locations.

What qualifications are required for this position?

The minimum qualifications include 5+ years in customer care leadership roles, experience in the automotive, EV, RV, or equipment industries, a strong customer-facing background, strategy and implementation knowledge of service systems, and data-driven problem-solving skills.

Is startup experience preferred for this role?

Yes, startup experience is preferred, as the role is integral to building the company's customer success framework during an exciting growth phase.

Will I be required to travel for this position?

While the job description does not specify travel requirements, the role involves overseeing operations across multiple service depots located in South San Francisco, CA, and Broomfield, CO, which may require occasional travel.

What type of benefits does Lightship offer its employees?

Lightship offers full benefits, including healthcare, dental, and vision insurance, 401k, flexible paid time off, 12 weeks of paid parental leave, and a yearly allowance of $2,000 for RV trips or professional development.

Is customer service experience in the RV or outdoor industries preferred?

Yes, experience in a D2C/B2C brand within the outdoor, travel, EV, RV, or luxury consumer goods industries is preferred for this role.

How does Lightship support professional development?

Lightship supports professional development by offering $2,000 per year towards RV trips or professional development opportunities as part of their employee benefits.

What kind of work environment can I expect at Lightship?

Lightship operates in a collaborative environment with a flat organizational structure, encouraging integrity, autonomy, and creativity from all team members.

Is there an emphasis on diversity in hiring at Lightship?

Yes, Lightship is committed to representing and supporting diverse groups, believing that diverse perspectives are key to the success of the team and the achievement of its mission and vision.

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Lightship

Bringing recreational vehicles into the electric age

Automotive
Industry
51-200
Employees
2020
Founded Year

Mission & Purpose

Lightship is an early-stage hardware startup launched in 2020 by Tesla alumni that is bringing the $26B recreational vehicle industry into the electric age. Based in San Francisco and Broomfield, Colorado, Lightship is designing and producing an aerodynamic, battery-powered trailer that liberates travelers from the noise, emissions, and range anxiety of gas RVing.