Customer Success Specialist

Job Title:
Customer Success Specialist Job Description

We are seeking a motivated, customer-focused Customer Success Specialist who is excited to contribute within a startup-style environment and help shape the future of sustainable mobility. In this role, you will own the relationship with B2B fleet customers from sales handoff and onboarding through ongoing engagement, support, and fleet growth. You will work closely with Business Development, Logistics, Service, and Accounting to ensure customers are set up for success in the Fastport Cloud, realize meaningful value from their fleets, and receive proactive support as their businesses grow.

As an early member of the team, you will also help build the processes, documentation, and playbooks that will define the Customer Success function.

• Partner with the Business Development team late in the sales process to confirm customers have all required site, operational, and technical information before onboarding begins.
• Lead customer onboarding into the Fastport Cloud, including account setup, user access configuration, training, and rollout to customer teams.
• Serve as a subject matter expert on Fastport vehicles and software, creating and delivering training materials tailored to different customer stakeholders.
• Act as the primary point of contact for customers after their first vehicle deliveries for all needs outside of service tickets.
• Maintain a regular communication cadence with customer stakeholders, including executives and daily operations managers, and adapt communication style to each audience.
• Monitor customer usage and proactively follow up to drive product adoption, address issues early, and ensure customers achieve their desired outcomes.
• Collaborate across internal teams to investigate and resolve customer questions, ensuring clear and timely communication back to the customer.
• Own CRM hygiene in Hub Spot by maintaining accurate and up-to-date customer records, contacts, activities, deal handoffs, and engagement history so every team has a reliable view of the customer.
• Build and maintain customer dashboards and reports that track onboarding progress, fleet usage, account health, and engagement, and share insights with customers and internal leadership.
• Proactively engage customers to identify fleet expansion and new business opportunities that support account growth.
• Hand identified growth opportunities back to the Business Development team and collaborate as needed to support the sales process.
• Send monthly invoices to customers and follow up to ensure timely payment when needed.
• Act as a communication link between customers, Accounting, and Service to keep issues moving forward and maintain accurate information.
• Manage the customer product feedback process end to end, including capturing, organizing, and prioritizing feedback and feature requests in a central tracker.
• Share product feedback trends and insights with Product, Engineering, and Service teams and close the loop with customers on status and outcomes.
• Help build and improve Customer Success processes, standard operating procedures, documentation, and playbooks as the team scales.
• Serve as an internal advocate for the customer, clearly communicating their needs and expectations across departments.
• Support in the field approximately 5% of the time, including assisting with vehicle deliveries, unloading vehicles, and customer site setup, and be willing to get hands‑on when needed.
• Contribute to strong performance in key measures of success, including onboarding completion rate and time to first vehicle in service, customer satisfaction and product adoption metrics, number of growth opportunities identified, on‑time invoice delivery and payment follow‑up, CRM data…