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: Acting as a trusted advisor on the usage of Optibus products, building strong relationships with clients, users, and internal decision-makers to ensure client satisfaction and success.
* Client Mapping: Understanding and managing clients’ organizational structures to ensure mutual goals are achieved on time, risks are mitigated, and issues are addressed.
* Account Management and Expansion: Proactively identifying and managing churn risks, opportunities for growth (CSQLs/CSQOs), and other KPIs such as feature usage, adoption, NPS, etc., defined alongside clients on the Account Success Plan.
* Voice of the Customer: Acting as an ambassador for Optibus within client organizations and representing clients internally at Optibus by collecting and analyzing feedback, managing escalations with technical teams, etc.
* Process and Operational Enhancement: Collaborating with the wider Customer Success team and other departments (Revenue, Operations, R&D, Product) to improve internal processes, documentation, and data capture.
Requirements:
* Proven experience and success in client-facing roles within SaaS, preferably in vertical SaaS, with B2B and/or B2G experience.
* Strong track record in building client relationships, reducing churn, and increasing retention and satisfaction.
* Experience managing time-sensitive projects with excellent prioritization skills.
* Outstanding communication skills in English (verbal and written); 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.
* Nice to have: fluency in Portuguese.
Optibus is proud to be an equal opportunity employer. We hire talented individuals regardless of gender, race, ethnicity, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by law. We are committed to providing an inclusive and accessible interview process and will accommodate candidates as needed.
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