Senior Customer Success Manager

November 25

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Spare

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Transport • SaaS • Artificial Intelligence

Spare is an AI-native mobility software company that provides a cloud platform for transit agencies to operate paratransit, microtransit, and fleet maintenance. Its products include rider and driver apps, operations and analytics tools, AI agents, eligibility and reservation systems, and an enterprise asset management (EAM) solution that predicts issues and automates maintenance to reduce downtime. Spare targets public transit operators and third-party providers with a SaaS platform and services (Open Fleets™, call center support, integrations) to modernize and optimize on-demand and low-density transit services.

201 - 500 employees

Founded 2015

🚗 Transport

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• Customer relationships - this role is customer-oriented and our top priority is building relationships with our customers and keeping them happy! You'll be our customer's trusted advisor at Spare • Ensuring our customers are successful and as self-sufficient as possible on all things Spare - optimizing and building processes with our customers, training, managing operations and troubleshooting • Proactively identify opportunities to improve our customers' transit services and work with our customers to optimize their operations • Customer Advocacy: identify customer pain points, propose solutions, and advocate for customers with the Product Team. • Relationship Management: build strong, lasting relationships with customers and other key stakeholders from multiple backgrounds • Customer Success: understand what success means to our customers and work with them so they can be as self sufficient as possible • Cross-team Collaboration: work closely with the Growth and Solutions Engineering teams to ensure all pre-sale RFP commitments are met • Mandatory travel within Canada and the USA for onsite visits (20 Days per quarter) • Must be OK with travel on short notice, ideally should live within 1.5 hours of an international airport • Rotate with the rest of the Launch and Customer Success teams as the first point of contact for customers in emergencies, which can occasionally happen on evenings and weekends (usually one week every three months)

🎯 Requirements

• Minimum of 3 years experience working in Customer Success in SaaS • Experience working with multiple B2B customers • Experience working at a fast-paced startup company • Experience working with a complex tech product, or multiple product streams • Excellent communication skills with a strong ability to build lasting relationships with customers of different backgrounds and technical abilities • You are a resourceful person who thrives in dynamic, fast-paced settings and can reprioritize on the fly • Availability, and eligibility to travel within Canada and the USA

🏖️ Benefits

• Purposeful work: Be a part of a mission-driven company that is solving real-world problems and improving the lives of people around the world. Learn more about the impact we're making in our 2024 Global Impact Report! • Growth Opportunities: Spare is growing fast and there is uncapped potential for rapid advancement of motivated high performers on our team! 🚀 • Market-competitive pay: We benchmark roles annually to attract and retain top talent. For Growth roles, we also offer a competitive commission/bonus structure that rewards strong performance. • Stock options: Enjoy the feeling of ownership. All Spartians are provided stock options, so you can share in the growth and success of Spare! • Flexible work: Work remotely from anywhere in Canada, in your own time zone. • In-office collaboration: If you're in Metro Vancouver, you have the option to work out of our HQ located downtown, close to Waterfront Station. If you're located elsewhere, you'll have access to CA$200/month to spend on a coworking membership to work together with team members in your city. • Home office allowance: We recognize the importance of a productive home office setup to help you do your best work, which is why we provide a CA$1,000 home office allowance. • Team offsites & socials: We love the flexibility of remote work, and we also value the importance of in-person connection. Each team has an annual budget for travel and accommodations to get together for a team offsite or hackathon. Plus you have access to a CA$50 monthly budget to socialize with other Spartians in your city - go out for a meal or hit up a karaoke spot! • Health insurance: We offer a fully-paid health insurance package for you and your dependents that includes prescription drug, paramedical, mental health, dental, life insurance, travel insurance, and Employee Assistance Program. • Lifestyle Spending Account: We offer CA$500 per year Lifestyle Spending Account (taxable benefit), which you can use to get reimbursed for a variety of expenses including education, wellness, transportation, and childcare/pet care. • Paid time off: Along with your three weeks of annual vacation, we offer unlimited sick days and have company-wide shut-down days to help you rest and recharge.