Company Overview
Greenlane Infrastructure is a $675M joint venture between Daimler Trucks, NextEra Energy Resources, and BlackRock. Greenlane designs, develops, deploys, and operates a nationwide network of public EV charging and hydrogen refueling stations for zero-emission medium- and heavy-duty commercial vehicles. Greenlane is dedicated to addressing the urgent need for publicly available, nationwide electric charging infrastructure to support a sustainable zero-emission vehicle ecosystem across North America.
Role Overview
Reporting to the Director of Customer Operations, Greenlane is seeking a Customer Success & Onboarding Manager to lead the onboarding and long-term success of key B2B customers. This role will be responsible for designing, managing, and optimizing the onboarding process, including training, account setup, and ongoing customer support. In addition, the successful candidate will be acting as the primary point of contact and key interface for customers, ensuring a seamless transition into Greenlane’s ecosystem while serving as the primary liaison between customers and internal teams, including Product, Support, and Operations.
Key Responsibilities
- Lead the end-to-end onboarding process for B2B customers, including training, account setup, and system integration.
- Serve as the primary point of contact, ensuring a seamless customer experience from activation through long-term engagement.
- Conduct training sessions for fleet managers, drivers, dealers, and partners—both virtually and on-site.
- Ensure adoption of Greenlane’s technology, including reservation systems, reporting tools, and mobile app.
- Collaborate with Sales, Product, and Operations teams to align on customer needs and activation timelines.
- Monitor customer health metrics, usage patterns, and engagement trends to identify risks and growth opportunities.
- Escalate critical issues and coordinate with internal support teams to drive timely resolutions.
- Analyze customer feedback to identify trends and improve onboarding and support processes.
- Develop and maintain dashboards and reporting for CSAT, retention, and product usage.
- Create and manage self-service resources like FAQs, onboarding guides, and knowledge base articles.
Requirements
- 3-5 years of experience in Customer Success or Account Management [TB1] for a B2B technology, SaaS, or infrastructure company.
- Strong understanding of B2B customer onboarding, training, and support processes.
- Excellent communication and relationship-building skills, with the ability to engage technical and non-technical stakeholders.
- Ability to manage multiple customer accounts and priorities in a fast-paced environment.
- Experience working cross-functionally with Sales, Product, and Support teams to ensure a seamless customer experience.
- Proficiency in CRM tools (Salesforce preferred) and customer success platforms.
- Data-driven mindset with experience analyzing customer engagement metrics and making strategic recommendations.
- Strong problem-solving skills and the ability to advocate for customer needs internally.
Preferred Qualifications:
- Experience in the EV charging, transportation, or energy sector.
- Background in fleet management or logistics.
- Prior experience scaling a customer success function.
Work Environment
- Hybrid work environment with on-site customer and Greenlane site visits as needed.
- Comfortable working with fleet managers, technical teams, and corporate leadership.
- Requires some travel for customer training sessions and onboarding support.
Why Join Greenlane?
Greenlane is at the forefront of the clean energy transition, building the infrastructure that will power the future of commercial transportation. By joining our team, you will play a critical role in shaping the customer experience and success strategy for industry leaders like Walmart, Pepsi, and other major fleet operators. We offer:
- Competitive compensation & benefits
- Professional growth opportunities in a fast-growing sector
- A collaborative and mission-driven work environment