Customer Success Manager (Intermediate or Senior)

Customer Success Manager (Intermediate or Senior)

Department : Customer Success

Employment Type : Full Time

Location : Remote (Canada)

Reporting To : Emma Fricker

Compensation : $75,000 - $109,000 / year

Description

We are hiring two Customer Success Managers to join our team at Spare!

As a Customer Success Manager, you will be accountable for :

• 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

If you have been looking for a company where customers come first, then you've found the right place!

Our Spare HQ is in Vancouver, BC, but this position is open to remote work options across Canada. If you like coming into an office, you can work from our HQ as desired, and we also provide a co-working stipend for those who wish to work in an office outside Vancouver.

Key Responsibilities

• 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

Other aspects of this job :

• Travel within Canada and the USA for onsite visits (around once per quarter)
• 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)

About You

• Previous experience in Customer Success (ideally a minimum of 2 or 3 years of experience)
• 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 (around 1-2 times per quarter)

It will be considered a bonus (nice-to-have) :

• Previous experience or a keen interest in transit
• Experience working B2G, with customers in government and public sector
• Background in project management

Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification in the job posting.

At Spare, we are committed to creating a diverse and inclusive environment so we strongly encourage you to apply even if you don't believe you meet every single qualification outlined.