Customer Success Manager
Infinite Machine
About Infinite Machine
Our mission at Infinite Machine is to build the best non-cars on earth. We design and manufacture premium electric vehicles that blend design with breakthrough hardware and software. With P1 and Olto, we are reimagining how people move through cities and laying the foundation for a broader ecosystem of vehicles, software, and services. We are hiring world-class engineers, designers, and operators to build a generational company shaping the future of urban mobility. Customer Success plays a critical role in turning excitement into trust, and trust into long-term advocacy.
Role Overview
The Customer Success Manager owns the end-to-end customer experience post-purchase, with a strong focus on delivery execution, proactive communication, and operational excellence. This role is highly customer-facing and operationally rigorous, requiring comfort with systems, follow-ups, and details.
You will work closely with Customer Experience & Retail leadership to ensure customers feel informed, supported, and confident at every step of their journey.
Core ResponsibilitiesCustomer Deliveries & Onboarding
- Own customer deliveries from scheduling through completion
- Set and maintain the standard for high-quality delivery execution
- Serve as the primary point of contact during delivery and onboarding
- Ensure customers leave feeling confident, informed, and excited
Direct Customer Interaction & Communication
- Proactively communicate with customers throughout their journey
- Manage outbound customer outreach and follow-ups
- Handle inbound customer questions and issues with clarity and care
- Maintain consistent, timely, and brand-aligned communication
Customer Support Operations
- Own and manage the Intercom customer support platform
- Triage, respond to, and resolve customer inquiries efficiently
- Identify recurring issues and escalate trends appropriately
- Help shape support workflows and response standards
Systems, Data & OperationsDatabase & Systems Ownership
- Maintain and update customer records across Airtable systems
- Ensure accuracy and completeness of customer and delivery data
- Support Shopify operations in collaboration with leadership
- Follow established processes to prevent errors or dropped tasks
Sales & Customer Tracking
- Track customer progress from purchase through delivery
- Maintain clean handoffs between sales, delivery, and support
- Support sales tracking and post-purchase insights
Dashboards & Visibility
- Use dashboards to monitor customer status, deliveries, and open issues
- Leverage systems to stay organized and prioritize work effectively
- Partner on improving visibility into customer success metrics
Detail Management & Execution
- Use systems, checklists, and workflows to ensure nothing falls through the cracks
- Follow defined processes consistently and flag gaps when they appear
- Maintain high attention to detail across customer data, communications, and execution
- Take ownership of task completion and follow-through
What We’re Looking For
- Strong customer-facing communication skills
- Comfort working in operational systems (Airtable, Intercom, Shopify or similar)
- Highly organized with a process-driven mindset
- Able to manage multiple customer threads simultaneously
- Proactive, accountable, and detail-oriented
- Excited about premium products and customer experience
Nice to Have
- Experience in customer success, operations, or retail delivery
- Startup or early-stage company experience
- Comfort helping refine workflows and systems over time
Why This Role Matters
This role is central to how customers experience Infinite Machine. You are part of the connective tissue between product, operations, and the customer, and your work directly impacts trust, satisfaction, and long-term brand loyalty.
