Manager of Customer Success

OverviewLightship is the first American all-electric recreational vehicle manufacturer currently developing an aerodynamic, battery-powered trailer for the electric age. As the macro transition to an all-electric transportation ecosystem accelerates, Lightship is bringing the increased convenience and superior performance that electrification offers to a pastime enjoyed by over 11 million American families.
Honoring Diverse PerspectivesLightship is committed to hiring and developing top talent from diverse backgrounds. We believe representing and supporting diverse groups is key to the success of our team members, customers, shareholders and the achievement of our mission and vision. We operate in a collaborative environment with a flat organizational structure and expect a high degree of integrity, autonomy and creativity from all members of the team.
About the RoleThe Manager of Customer Success is a critical first hire for Lightship as we near full-production and delivery of our first all-electric RVs. With our exciting and expansive growth plans ahead, the right person will be coming in at a time where they will have the chance to strategically and creatively build out and lead every aspect of delivering world-class care to Lightship owners and inquisitive customers. 
We are looking for a leader and a great teammate that is energized by creating solutions and building vs plugging into a system. Ideally, we  want someone with experience across an array of growth stages – energized by developing & delivering strategically sound and operationally excellent service across all touchpoints along our customer’s journey.  
At start, this person would be hire number one in our service area. A key part of the Commercial team — close partners with Sales, Marketing, Operations, and Finance to ensure we’re delivering for our customers and company alike. Initially learning by doing as we develop out the fuller vision, systems, and approach. With our roadmap to growth, this role quickly will be hiring and leading people and teams at our two service Depots (currently, South San Francisco, CA and Broomfield, CO HQ), field service techs, service call-centers, etc.  
This is an incredibly exciting and foundational time for Lightship and you will be integral to helping us build the Lightship brand, product, and customer experience as we launch the L1 – an all-electric, beautifully designed, and seamlessly integrated travel trailer built for the electric age. Given the trajectory of the company, this role has high impact and potential to equally revolutionize how customer care can be a brand defining and business enhancing aspect of the company.

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

Minimum Qualifications

• 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

Preferred Qualifications

• 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 co