Job Description

About Rivian Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations. Role Summary At Rivian, we’re not just delivering vehicles; we’re providing a transformative fleet experience. As a Customer Success Manager on our Fleet Sales team, you will play a critical role in ensuring our fleet customers receive exceptional service, support, and guidance throughout their journey with Rivian. Your mission will be to build long-term relationships with fleet clients, helping them fully realize the value of their Rivian vehicles while driving customer satisfaction, retention, and overall fleet performance. This role is perfect for someone passionate about electric vehicles and committed to fostering a seamless, value-driven experience for our customers. Responsibilities Customer Onboarding & Implementation: Lead the onboarding process for new fleet customers, ensuring smooth delivery and successful integration of Rivian vehicles into their operations. Work closely with Sales, Product, and Service teams to set customers up for success, providing training and best practices for fleet management, EV charging, and telematics. Develop customized fleet success plans that align with the client’s operational goals and Rivian’s product capabilities. Ongoing Customer Support & Success: Serve as the primary point of contact for fleet customers, ensuring they receive timely support for any technical, operational, or service-related issues. Continuously engage with customers to understand their needs and challenges, proactively addressing any potential pain points. Collaborate with internal teams to provide solutions that enhance customer satisfaction, minimize downtime, and ensure the optimal performance of their fleet. Build Long-Term Relationships: Cultivate strong, trusted partnerships with fleet customers by demonstrating a deep understanding of their business needs and how Rivian’s solutions help them achieve their goals. Regularly conduct check-ins and performance reviews with customers to assess fleet efficiency, address concerns, and recommend improvements. Act as the voice of the customer within Rivian, advocating for customer needs and helping to shape product and service improvements. Cross-Functional Collaboration: Work closely with Sales, Service, and Product teams to ensure a seamless post-sale customer experience. Provide feedback and insights from the customer to help inform future product development, operational enhancements, and marketing strategies. Support the sales team by identifying opportunities for fleet expansion or additional services, contributing to overall account growth. Customer Training & Education: Develop and deliver educational content for fleet managers, including webinars, documentation, and in-person training sessions. Ensure customers are fully informed about Rivian’s latest updates, features, and best practices to maximize fleet efficiency and sustainability. Customer Feedback & Reporting: Gather customer feedback on vehicle performance, charging infrastructure, and service support, ensuring this data is communicated back to Rivian’s internal teams. Provide detailed reports on customer satisfaction, fleet performance, and retention metrics, helping to continuously improve Rivian’s fleet offerings. Use data analysis tools to track customer success metrics and identify opportunities for proactive engagement. Qualifications Minimum of 5+ years of experience in customer success, account management, or related roles, preferably in the automotive or electric vehicle industry. Proven ability to manage large B2B accounts and deliver exceptional customer service in a complex, technical environment. Familiarity with fleet management, electric vehicles, and telematics is strongly preferred. Ability to understand and articulate the technical aspects of EV operations, charging infrastructure, and vehicle performance. Strong passion for delivering an outstanding customer experience, with an ability to anticipate needs and proactively address challenges. Exceptional communication skills, both verbal and written, with the ability to translate technical concepts into clear, customer-friendly language. Strong problem-solving skills with a collaborative approach to resolving issues. Ability to thrive in a fast-paced, dynamic environment, handling multiple customer accounts while adapting to changing priorities and business needs. Experience using data to monitor fleet performance and customer success, leveraging analytics to inform decision-making and improve service delivery. Bachelor’s degree in Business, Operations, or a related field is preferred. Experience working in an EV OEM or a technology-driven automotive environment. Knowledge of fleet management software, telematics systems, and charging infrastructure. Previous experience in managing enterprise-level customer accounts, particularly in the fleet industry. Pay Disclosure Salary Range/Hourly Rate for Irvine, CA Based Applicants: $87,300-109,100 (actual compensation will be determined based on experience, location, and other factors permitted by law). Salary Range/Hourly Rate for Palo Alto, CA and NY Based Applicants: $94,900-118,600 per year (actual compensation will be determined based on experience, location, and other factors permitted by law). Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums. Equal Opportunity Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law. Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at [email protected]. Candidate Data Privacy Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services. Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions. Please note that we are currently not accepting applications from third party application services.