We're looking for a customer success manager to solve dynamic and complex problems in day-to-day operations. You’ll play a critical role in ensuring timely, high-quality resolution to all customer requests, combining strong customer service skills and operational excellence. You’ll work closely with the Head of Revenue and Chief Executive Officer to deliver world-class service and continuously improve our customer journey.

Key Responsibilities

• Customer Issue Resolution. Manage the entire repair process, interface with customers directly, and resolve all customer requests and incidents with professionalism, speed, and accuracy, staying on top of all follow-ups.
• Operational Oversight. Oversee and coordinate the entire Carma repair process, including valet, mobile service, towing, and roadside assistance dispatch.
• Clear and Friendly Customer Communication. Communicate proactively and clearly in a customer-oriented manner across all customer touchpoints, ensuring timely service updates.
• Process Optimization. Identify, track, and present repetitive workflows, processes, and customer-reported issues to our software engineering team to automate or resolve with software.
• Product Development. Collect customer feedback and work directly with the CEO and Head of Revenue to identify product improvements and design standard operating procedures (SOPs).

About You

• 2+ years of customer success or operations experience in client-facing roles within startups, corporations, or professional settings, with demonstrated ability to navigate complexities and ensure customer success.
• Strong organizational and time management skills while maintaining attention to detail. This role involves managing numerous day-to-day operations, so it's essential that candidates can switch contexts quickly and efficiently.
• Strong verbal and written communication skills, with emphasis on precision and professionalism.
• A proactive attitude with a problem-solving mindset—ready to jump in and help where needed.
• Mastery of tools like Microsoft Office, Google Workspace, HubSpot, Salesforce, and project management tools (e.g., Notion, Trello).
• Ready to work hard to execute our mission — this isn’t a traditional 9-5 — it’s a chance to be part of building something extraordinary.
• Excited about Carma’s mission and growth journey.

Our Values and Culture

• "In the interest of time". We prioritize swift decision-making and effective execution in the interest of time.
• Drive simplicity. We simplify complex processes to deliver outstanding user experiences.
• Earn customer trust. We handle a critical part of our customers' business, so we always act in their best interest.
• Grit. We persevere through obstacles with unwavering determination, turning challenges into opportunities for growth.

Benefits and Perks

• Competitive base salary with full-coverage medical, dental, and vision benefits included.
• Rapid career growth potential to lead a team of customer success managers if successful in role.
• Primarily a remote position with occasional travel required (paid for by company).
• Opportunity to learn and grow in multiple facets of operations, with mentorship from experienced team members.
• The chance to be part of an innovative team and make a tangible impact in the fleet management industry within a fast-paced, entrepreneurial environment at a rapidly growing startup.
• Friendly, close-knit atmosphere working directly with the founding team.
• Professional development opportunities to help you grow in your career.