CUSTOMER PARTNERSHIP MANAGER

Customer Partnership Manager
Reports to: CEO
Location: Bay Area (San Francisco-based operation)
Compensation: $67,500–$90,000 Base | $90,000–$120,000 OTE (Based on Experience)

100% employer-paid medical, dental & vision insurance

Position Overview

A high-performing hybrid and EV service operation in the Bay Area is seeking a Customer Partnership Manager (CPM) to lead and elevate its customer experience and service advising function.

Reporting directly to the CEO, this role is responsible for overseeing all customer relationships related to vehicle service, ensuring consistent customer satisfaction, and driving revenue growth through retention, conversion, and operational excellence.

The CPM serves as the customer-facing pillar of the Service Team — building scalable systems, strengthening internal collaboration, and maximizing the business’s revenue potential in a rapidly growing EV market.

Compensation Structure

• Base Salary: $67,500–$90,000 (based on experience)

• On-Target Earnings: $90,000–$120,000

• Performance-based variable compensation tied to production and revenue metrics

• Compensation level determined by professional maturity, leadership capability, and service advising expertise

This structure is designed to provide stability through strong base compensation while rewarding measurable performance and revenue impact.

Candidate Profile

The ideal candidate is a mature, collaborative leader who operates autonomously and leads.

This role reports directly to the CEO and works alongside an existing Service Advisor as a peer — not as a superior. The dynamic requires professionalism, mutual respect, and a team-first mindset.

Key attributes:

• 3+ years of Service Advisor experience (professional maturity prioritized over tenure)

• Demonstrated leadership and staff management experience

• Strong consultative sales ability

• Emotional intelligence and composure under pressure

• Ability to collaborate cross-functionally

• Highly organized with disciplined time management

• Open to feedback and capable of constructive debate

This role requires a team-oriented leader who strengthens culture and systems.

Core Responsibilities

Leadership & Customer Partnership

• Lead and develop the Customer Partnership Team

• Directly manage the Customer Success Specialist (frontline communication role)

• Define and operationalize clear customer messaging standards, scripts, and SLAs

• Ensure prompt, professional, and consistent communication

• Reactivate aging customers and recover declined work

• Collaborate closely with Production and Marketing to improve retention and engagement

• Advocate for partnership as a core business value

• Reduce friction between teams and improve front-of-house processes

Service Advising & Revenue Ownership

• Prepare comprehensive, high-value service estimates

• Reference vehicle history, maintenance schedules, and prior recommendations

• Communicate clearly via repair orders, phone, and digital platforms

• Sell value and build service plans aligned with customer priorities and budgets

• Coordinate scheduling with Production to maximize shop capacity

• Provide Level 2 support to convert inbound leads

• Review monthly performance metrics and contribute to revenue strategy

Service Menu Development & Strategy

• Develop and refine standardized service packages to improve consistency and conversion

• Build and maintain canned jobs and pricing structures

• Research factory, aftermarket, and recycled parts sourcing strategies

• Support EV and Tesla-specific service development

• Identify conversion gaps and troubleshoot lost business

• Document SOPs, promotional programs, and warranty offerings

• Ensure parts availability aligns with scheduled repairs

Technical & Operational Proficiency

Experience with or ability to quickly master:

• Shop-Ware

• AdvisoRx

• AutoOps

• PartsTech and WorldPac

• Factory and aftermarket service information systems

• Google Workspace / Microsoft Office

• Slack and knowledge base documentation systems

Performance Metrics

Success in this role is measured by:

• Service dollars sold and recovered

• Billed hours sold per administrative overhead dollar

• Customer satisfaction scores and online reputation

• Overall service revenue growth

• Customer retention and reengagement performance

The Opportunity

This is an opportunity to lead customer partnership in a growing, EV-focused service environment within the Bay Area. The role offers direct access to executive leadership, meaningful autonomy, and the ability to build scalable systems that drive measurable growth.

Qualified candidates who value professionalism, collaboration, and operational excellence are encouraged to apply.