NEW JOB OPENING
CUSTOMER SUCCESS SPECIALIST B2B FLEET & AUTOMOTIVE
IN Torrance, CA, USA!

Required Education:

• Equivalent professional experience in a B2B customer success, onboarding, or account management environment will be considered in lieu of formal education.



Preferred Education:

• Associate's or Bachelor's degree in Business, Communications, or a related field preferred.



Required Experience:

• 3 to 5 years of professional experience in B2B Customer Success, Onboarding, or Account Management.

• Experience onboarding new customers and delivering training to customer teams.

• Experience leading or training teams, serving as a subject matter expert, or developing new training materials.

• Comfortable leading technical conversations with customers.

• Ability to communicate effectively with audiences ranging from C-level executives to daily operations teams.

• Strong in-person presence and relationship-building skills.

• Proven cross-functional collaboration with internal stakeholders.

• Strong CRM fluency (HubSpot preferred), including maintaining clean records, managing pipelines and workflows, and building reports and dashboards.

• Experience building customer-facing or internal dashboards to track account health, usage, and performance.

• Experience managing customer product feedback and partnering with Product or Engineering teams to act on it.

• Must thrive in a fast-paced startup environment, demonstrating adaptability, resourcefulness, and comfort working where processes are still being built. T

• This role will help build the foundation of Fastport's Customer Success function, ensuring customers are onboarded successfully, supported consistently, and set up to grow their fleets with us.



Preferred Experience:

• Experience with SAP preferred.

• Sales or account growth experience preferred.

• Background in fleet, automotive, EV, logistics, or transportation preferred.

• Valid driver's license and ability to lift up to 50 lbs.



Responsibilities:

Sales Handoff & Onboarding

• Partner with the Business Development team late in the sales process to confirm customers have the site, operational, and technical information needed before onboarding begins.

• Lead customer onboarding into the Fastport Cloud, including account setup, user access, training, and rollout to customer teams.

• Serve as a subject matter expert on Fastport vehicles and software, developing and delivering training materials for customer stakeholders.



Account Ownership & Customer Engagement

• 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 ranging from executives to daily operations managers, adjusting communication style to each audience.

• Monitor customer usage and proactively follow up to drive adoption and address issues early.

• Track down answers to customer questions by working across internal teams and closing the loop with the customer.

• Own CRM hygiene in HubSpot, maintaining accurate and up-to-date customer records, contacts, activity, 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, sharing insights with customers and internal leadership.



Growth Opportunities

• Proactively engage customers to identify fleet expansion and new business opportunities.

• Hand identified growth opportunities back to the Business Development team to manage through the sales process.



Invoicing & Communication

• Send monthly invoices to customers and follow up to ensure timely payment when needed.

• Act as the communication link between customers, Accounting, and Service to keep issues moving and information accurate.



Product Feedback & Process Building

• Manage the customer product feedback process end-to-end, capturing, organizing, and prioritizing feedback and feature requests in a central tracker.

• Share 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, SOPs, documentation, and playbooks as the team scales.

• Serve as an internal advocate for the customer, ensuring their needs and expectations are clearly communicated across departments.



Field Support

• As the team continues to grow and scale, you may be asked to support in the field (approximately 5% of the time), including vehicle deliveries, unloading vehicles, and customer site setup. Candidates should be comfortable getting hands-on when needed.



Measures of Success

• Onboarding completion rate and time to first vehicle in service.

• Customer satisfaction (CSAT/NPS) scores and product adoption metrics.

• Number of growth opportunities identified and handed to Business Development.

• On-time invoice delivery and payment follow-up.

• CRM data accuracy, record completeness, and dashboard adoption.

• Product feedback captured, tracked, and closed out with customers.



Job Overview:

We are seeking a motivated, customer-focused professional who is excited to be part of a startup environment while helping shape the future of sustainable mobility. As a Customer Success Specialist, you will own the customer relationship for Fastport's B2B fleet customers, from sales handoff and onboarding through ongoing engagement, support, and fleet growth. This role partners closely with Business Development, Logistics, Service, and Accounting to make sure every customer is set up for success in the Fastport Cloud, getting real value from their fleet, and supported as their business grows. Because we are in the early stages, you will also play a key part in building the processes, documentation, and playbooks our Customer Success function will run on.



Workstyle:

Hybrid – onsite office presence required 4 days per week in Torrance.

Frequency of Travel: 5% Duration of Travel: 1 to 2 days



Industry: Car Manufacturing

Estimated Start Date: ASAP

Location: Torrance, CA

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**