About Optibus: Optibus is a unified software platform revolutionizing public transportation planning, scheduling, and operations in over 7,000 cities worldwide.
Using AI, ML, and optimization algorithms, it empowers agencies to design more efficient, equitable, and sustainable transit networks, enhancing passenger access, reducing emissions, and improving driver conditions.
With offices globally and a team of 350+ employees, Optibus fosters a collaborative culture centered on innovation, determination, and impact.
As the first unicorn in public transportation technology, Optibus is driving the modernization of mass transit to make it the preferred choice for cities and passengers alike.
About the position:
We are looking for a Customer Success Manager to join our global Customer Success team! Based in the Basque Country (Spain), this person will play a key role in customer success, renewals, and upsell. Operating alongside regionally-focused Customer Success Managers and Technical Account Managers, this person will report to the local Head of CSM, ensuring our local portfolio of clients is constantly reaching and exceeding the value they need from the Optibus suite of products.
Responsibilities:
* Relationship building: Act as a trusted advisor regarding the usage of Optibus products, building strong relationships with clients, users, and internal decision-makers to ensure client satisfaction and success.
* Client Mapping: Understand and manage clients' organizational structures to achieve mutual goals, mitigate risks, and ensure timely delivery.
* Account Management and Expansion: Proactively identify and manage churn risks, growth opportunities (CSQLs/CSQOs), and other KPIs (feature usage, NPS, etc.), as defined in the Account Success Plan.
* Voice of the Customer: Act as an ambassador for Optibus within client organizations and collect feedback to inform strategic insights, escalate issues internally, and improve services.
* Process and Operational Enhancement: Collaborate with the wider Customer Success team and other departments (Revenue, Operations, R&D, Product) to improve internal processes, documentation, and data collection.
Requirements:
* Proven experience and success in client-facing roles within SaaS, ideally in vertical markets, with B2B and/or B2G experience.
* Strong track record of building relationships, reducing churn, and increasing retention and satisfaction.
* Experience managing projects with strong prioritization skills.
* Excellent verbal and written communication skills in English; additional European languages are a plus.
* Adaptability in fast-paced startup/scale-up environments.
* Fluency in Spanish and English; other languages are a plus.
Nice to have:
Experience in transit, public transportation, CAD/AVL, and/or ITS.
Optibus is committed to diversity and inclusion. We are an equal opportunity employer and provide accommodations for all candidates during the hiring process.
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