Customer Success Manager

We are hiring an Intermediate or Senior Customer Success Manager 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 based hybrid (M-W-F in-office) out of a location in Los Angeles, CA.

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:

• 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)

About You

• 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

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.
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!
• 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.

About Spare

Spare's mission is empowering everyone to unlock the potential of mobility.
Spare is the future of shared transportation. We're revolutionizing how the busy mom from Dallas, the retired teacher from Oslo or the aspiring entrepreneur from Tokyo experiences transportation, by partnering with transportation providers around the world to enable worry-free, efficient, flexible, and automated on-demand solutions.

From the daily commute to non-emergency hospital visits, last-minute lunches, and leisurely trips to the museum, our technology makes people's lives easier and transit more equitable both for those with specialized mobility needs and those without.

With Spare's Platform, which includes a feature-rich admin web-panel, as well as rider and driver apps, transportation providers can break free from para and microtransit silos and provide holistic demand-responsive services that give each rider exactly what they need. We also help cities easily optimize their transit network so that the entire transportation ecosystem works better together.

At Spare, nothing is impossible. We think safe, affordable, scalable and eventually autonomous transportation is the right way forward. Join us for the ride!

Guiding Principles

At Spare, we don't have a strict set of values, but rather a set of Guiding Principles that represent the most successful people at Spare.

Take Ownership
⛰ Growth Mindset
Execute with Urgency
Drive Results
No Assholes
Customer-Obsession

Culture at Spare

You can read more about our culture (and how we work) here