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:
This person will act as a trusted advisor when it comes to the usage of the Optibus products, building strong relationships with clients, users and internal decision makers to ensure clients are happy and thriving!
* Client Mapping:
Understanding and managing clients’ organisational structures to ensure mutual goals are accomplished on time and risks are mitigated and addressed.
* Account Management and Expansion:
Pro-actively identifying and managing churn risks, opportunities for growth (CSQL’s/CSQO’s) and other KPI’s (such as, but not limited to, feature usage/adoption, NPS, etc), defined alongside clients on the Account Success Plan.
* Voice of the Customer:
Act as an "ambassador" for Optibus within client organisation but also acting as a client "ambassador" at Optibus: collecting and analysing feedback to incorporate it into strategic insights, managing internal escalations with the relevant technical counterparts, etc.
* Process and Operational Enhancement:
Work alongside the wider Customer Success team and in collaboration with other teams (such as Revenue, Operations, R&D and Product) to establish, enhance and refine internal processes, documentation and data capture.
Requirements:
* Proven experience and measurable success in client-facing roles within SaaS (ideally vertical), with either B2B and/or B2G experience.
* Proven track record of building strong relationships within a client portfolio, reducing churn, increasing long-term retention and satisfaction.
* Experience managing time-based projects and strong prioritisation skills.
* Outstanding verbal and written communication skills in English (extra European languages are very desirable!).
* Proven experience of adaptability in fast-paced start up/scale up environments.
* Fluency in Spanish and English languages. Other languages are a plus.
* (Very) nice to have: experience in transit, public transportation, CAD/AVL, and/or ITS.
Optibus is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws. It is our responsibility at Optibus to provide an inclusive and accessible interview experience for all. We will provide reasonable accommodations for all candidates in need of individualised support during the hiring process.
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