We’re looking for a Customer Success Manager who’s passionate about helping customers succeed. You’ll play a critical role in ensuring timely, high-quality resolution to all customer requests, combining strong customer service skills, automotive technical expertise, 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 end-to-end 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 and technical guidance.
• Technical Support: Leverage technical knowledge and internal tools to validate repairs, resolve client issues, and ensure service quality.  
• 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

• ASE Master Technician Certification.  
• Strong organizational and time management skills with attention to detail. 
• Demonstrated ability to manage multiple concurrent processes under time constraints. 
• 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.
• Comfortable with basic tools like Microsoft Office, Google Workspace, and project management platforms (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.
• Eagerness to learn and develop new skills in operations and product support.
• Excited about Carma’s mission and growth journey.

Preferred (but not required)

• Experience working in a startup environment or fast-paced organization.
• Familiarity with CRM tools like HubSpot or Salesforce.

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.