Customer Success Manager

Job Title: Customer Success Manager

Company Overview:
Arrowhead Upfitters is a premier provider of custom vehicle upfitting solutions, specializing in high-quality modifications for fleets, emergency services, and commercial vehicles. We are committed to delivering reliable, functional, and tailored upgrades to optimize vehicle performance for our customers. Our dedication to craftsmanship, customer service, and innovation has made us a trusted partner in the industry.

Position Overview:
We are seeking an experienced Customer Success Manager (CSM) with hands-on knowledge of vehicle upfitting. This role combines customer relationship management with technical expertise to ensure customers receive the highest level of service. The CSM will be responsible for tailoring solutions for our customers’ vehicles, managing client relationships, and performing minor repairs in the field as needed. The ideal candidate will have a blend of technical automotive knowledge, excellent communication skills, and a strong customer-focused approach.

Key Responsibilities:

• Customer Onboarding & Training:
  Lead the onboarding process for new clients, guiding them through the steps involved in their upfitting projects, and providing detailed training on product usage and expectations.

• Vehicle Spec'ing & Consultation:
  Work closely with clients to design vehicle solutions based on their specific needs, ensuring all upfitting components meet functional and regulatory requirements. Provide expert advice on vehicle options, configurations, and customization.

• Field Support & Minor Repairs:
  Assist with minor repairs, troubleshooting, and modifications in the field as needed. Ensure that vehicles are upfitted to the highest standards and troubleshoot any issues that arise after the upfitting process.

• Client Relationship Management:
  Develop and maintain strong, long-term relationships with customers, becoming their primary point of contact for all service-related inquiries. Work to resolve any issues promptly and ensure a smooth customer experience.

• Project Coordination:
  Collaborate with internal teams, including sales, operations, and technical staff, to ensure project timelines are met and customer expectations are exceeded. Provide timely updates to customers regarding the status of their projects.

• Customer Feedback & Advocacy:
  Collect customer feedback, monitor satisfaction, and identify opportunities for continuous improvement in services and products. Advocate for customer needs within the organization.

• Renewals & Upsell Opportunities:
  Identify opportunities for additional sales or services that align with customer needs, promoting long-term partnerships and account growth.

• Reporting & Metrics:
  Track key performance indicators (KPIs) related to customer satisfaction, vehicle performance, and project progress. Provide regular reports to senior management on customer health, potential risks, and growth opportunities.

• Collaboration with Internal Teams:
  Work closely with internal teams to troubleshoot and resolve complex customer issues, improving overall service offerings and operational efficiency.

Qualifications:

• Required:

  • 2 years of experience in customer success, account management, or a related role, with a strong focus on vehicle upfitting.
  • Solid experience with vehicle specifications, modifications, and upfitting processes.
  • Ability to perform minor vehicle repairs and modifications in the field.
  • Strong communication skills with the ability to explain technical concepts clearly to non-technical customers.
  • Ability to manage multiple customer accounts and projects simultaneously while maintaining high levels of service.

• Preferred:

  • Experience working in the automotive, fleet, or emergency vehicle industries.
  • Hands-on experience with various upfitting systems and vehicle customization.
  • Knowledge of safety regulations and industry standards for vehicle upfitting.

Benefits:

• Competitive salary and benefits package. 401k with matching, Health, Vision, Dental, and more. 
• Company-provided vehicle for business use.
• A collaborative, fast-paced work environment focused on customer satisfaction and technical excellence.

How to Apply:
Please submit your resume and a cover letter outlining your experience with upfitting and customer success to manager@arrowheadupfitters.com. We look forward to reviewing your application!