Customer Success Manager / Sr Manager
About the role
Ridecell’s Customer Success Manager role focused on owning and evolving the relationship with large enterprise customers, from implementation through ongoing lifecycle, partnering with internal teams to ensure successful delivery and customer outcomes.
Responsibilities
- 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.
- 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.
- 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.
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-changing environment
- Proven track record of focusing on solutions, key metrics and results, propelled by positive can-do attitude, energy and entrepreneurial spirit to achieve financial success
- Proven ability to establish productive working relationships at all levels and influence change with internal and external business partners
- Ability to maintain a good balance of strategic vision and tactical implementation
- Strong verbal, written, presentation and interpersonal skills
- Strong professional ethics and impeccable personal integrity
- Bachelor’s Degree from top university, preferably in technology or business
Skills
About Ridecell
AI for Automotive Leasing and Mobility
Ridecell is leading the way in the digital transformation of fleet businesses and operations. Our Fleet Automation and Mobility solutions modernize and monetize fleets by combining data insights with digital vehicle control to turn today’s manual processes into automated workflows. The result is unmatched levels of efficiency and control for leasing, rental, government, commercial and shared fleets. Today Ridecell powers some of the most successful fleet businesses and the leading government fleets in cities across Europe and North America. Our customers and partners include: Penske - the largest truck fleet in America with 400,000 trucks Mobility fleets for Toyota, Ford, Daimler, BMW - - the largest OEMs in the world and BNP Paribas, Arval: 1,500,000 vehicles, the 2nd largest fleet in Europe And the largest government fleets in the world including San Francisco, New York City, the Belgian Government Our platform makes these businesses more intelligent, accessible, efficient and safer by connecting and automating the core technology pillars including vehicle technology like telematics, camera and ADAS system, and enterprise platforms including CRM, commerce and finance systems. Ridecell is headquartered in San Francisco, California with offices in Tokyo, Madrid, Paris, Bordeaux, Berlin and Pune, India.
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