Experienced Customer Success Manager for Innovative Transit Technology Solutions – Driving Growth and Excellence in Public Transportation

Welcome to blithequark At blithequark, we are pioneers in the development of cutting-edge transit technology, bringing together the best talent from the tech industry and experts with deep public transit experience. Since our founding in 2015, we have grown to serve over 220 municipal and regional transportation agencies across North America, revolutionizing the rider experience through flexibility, convenience, and ease. Our mission is to make public transit the first choice by making it the easiest choice, and we are committed to providing a comprehensive and turnkey fare collection solution for transit agencies. About the Customer Success Manager Role As a Customer Success Manager at blithequark, you will own the entire lifecycle of our customers, from kickoff to onboarding, account reviews, and renewals. You will be a creative problem solver, dedicated to ensuring the success of our transit agency partners, and the first line of defense for customer inquiries and communication. With exceptional observational and communication skills, you will relay the "voice of the customer" to the rest of the organization, providing valuable insights on product feedback, customer challenges, and success stories. Your primary goal will be to drive maximum customer value and collaborate with the sales team to identify opportunities for customers to leverage additional products and services to meet their goals. Key Responsibilities Launch newly signed small to medium transit agencies across our suite of products, from kickoff to go-live, and support your customer portfolio throughout their entire lifecycle. Provide concierge support for transit agency customer inquiries, resolving issues, and implementing solutions. Improve and iterate on existing transit agency staff FAQs, self-help resources, and support processes, producing and maintaining customer and rider training materials. Collaborate with cross-functional teams, including Engineering, Sales, and Marketing, to address user-impacting issues, product requests, and product roadmap, advocating as the voice of our customers. Understand and prioritize transit agency technology needs, ensuring that developed features and tools deliver value to our customers. Provide regular updates and reports on client health, challenges, and successes to leadership, and work with integration partners to set up, test, and launch technical solutions. Share best practices, peer agency connections, and knowledge in transit fare payment with our transit agency customers, and represent blithequark at state and national conferences, meeting with prospects and customers. About You We are looking for a passionate and experienced Customer Success Manager who is comfortable working with a wide range of personality types, navigating ambiguity, and making a big impact in a small team. You should be excited about the transportation space, including sustainable, equitable, safe, affordable, accessible, and efficient modes of travel. You should be analytical, enjoy working with dashboards, metrics, and data, and be a tireless investigator, owning issues until resolution. You should be a strong communicator, energized by spending the day speaking with and listening to our customers, and building trusted advisor relationships. Essential Qualifications 3+ years of enterprise B2B tech software startup experience. 3+ years of experience working with or in local government (transportation consulting with public sector clients, public transit agency, city, department of transportation, etc.). 3+ years of experience working in the transportation/public transit vertical field. 3+ years of experience on an external-facing team in a revenue-driving role (customer success, sales, partnerships, account management, or business development). Familiarity with Slack or other team communication platforms, transit fare systems, payment technologies, or SaaS platforms. Proficiency with Google Suite (Docs, Sheets, and Slides), and experience using a CRM. Preferred Qualifications Experience implementing and supporting hardware products. Experience with financial technology/payment processing. Experience with Pipedrive, Zendesk, Figma, Notion, Github, or Metabase. Career Growth Opportunities and Learning Benefits At blithequark, we offer a dynamic and supportive work environment that encourages growth, learning, and professional development. As a Customer Success Manager, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our customers and the company. We provide regular training, mentorship, and feedback, as well as opportunities for advancement and career growth. Work Environment and Company Culture blithequark is a remote-friendly company with a main office in San Francisco, and we offer a flexible work environment that allows you to work from anywhere. We value diversity, inclusion, and belonging, and we encourage candidates of all backgrounds to apply. Our company culture is built on a foundation of respect, empathy, and open communication, and we strive to create a positive and supportive work environment that allows our employees to thrive. Compensation, Perks, and Benefits We offer a competitive salary, remote or hybrid work options, flexible work environment, generous PTO, home office stipend, stock options, opportunities for growth, 401(k) plan, paid parental leave, and weekly snack stipend. We also provide a comprehensive benefits package, including health, dental, and vision insurance, and a range of other perks and benefits to support your well-being and success. Conclusion If you are a motivated and experienced Customer Success Manager who is passionate about the transportation space and committed to delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at blithequark. Join our team of talented professionals and contribute to the success of our customers and the company. Apply now and take the first step towards a rewarding and challenging career with blithequark. Apply for this job