Experienced Customer Success Manager – Transit Agency Partnerships and Growth

Are you a passionate and results-driven professional with a knack for building strong relationships and driving customer success? Do you have a deep understanding of the transportation industry and a desire to make a meaningful impact? Look no further than blithequark, a leading innovator in transit technology, as we seek an experienced Customer Success Manager to join our dynamic team. About blithequarkSince 2015, blithequark has been at the forefront of developing innovative transit technology, bringing together top talent from the tech industry and those with deep public transit experience.Our mission and vision are to make public transit the first choice by making it the easiest choice. We provide a comprehensive and turnkey fare collection solution for transit agencies, enabling their riders to pay and ride with whatever is in their pockets – whether that’s their phone, ID, credit/debit card, paper pass, smart card, and more. The Customer Success Manager RoleAs 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, committed to ensuring the success of our transit agency partners. You will also be the first line of defense for customer inquiries and communication, relaying the “voice of the customer” to the rest of the organization and distilling valuable insights on product feedback, customer challenges, and customer success stories. 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 through their entire life cycle, including defining success metrics, milestones, and account reviews with the customer.* Triage and provide concierge support for any transit agency customer inquiries, such as updating an agency’s fare structure, setting up a fare promotion, or implementing a community pass program. * Help our agencies rapidly and accurately resolve any issues they may have when using blithequark. * Improve and iterate on our existing transit agency staff FAQs, self-help resources, and support processes. * Produce and maintain customer and rider training materials through extensive documentation. * Collaborate with Engineering, Sales, and other cross-functional peers on specific user-impacting issues, product requests, and product roadmap.* Advocate as the voice of our customers. * Understand and prioritize transit agency technology needs to ensure the features and tools developed deliver value to our customers. * Provide regular updates and reports on client health, challenges, and successes to leadership. * Work with our integration partners to set up, test, and launch technical solutions. * Share and empower our transit agency customers with best practices, peer agency connections, and a depth of knowledge in transit fare payment. * Travel to state and national conferences to represent blithequark and meet with our prospects and customers.Travel onsite to your priority customer accounts, including about 10-15 trips per year. About You* You are passionate about the transportation space, including sustainable, equitable, safe, affordable, accessible, and efficient modes of travel. * You are very comfortable working with a wide range of personality types and feel comfortable picking up the phone to cold call partners and resolve issues. * You are excited to work for a small team and make a big impact. You're comfortable navigating ambiguity that is typical of startups.* You have proactively created new processes to help solve and scale operations with little oversight and direction. * You have managed a high-value customer portfolio or managed high-value clients. * You are very analytical and enjoy working with dashboards, metrics, and data. * You are a tireless investigator, owning issues until resolution. * You hear challenges from others and have a burning desire to solve them, staying calm and seeking creative ways to deliver solutions. * You have a fascination with communities of all sizes: large and small, rural and urban.* You are a strong communicator and are energized by spending the day speaking with and listening to our customers, getting your audience excited while building a trusted advisor relationship. Experience and 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). Technical Skills* Familiarity with Slack or other team communication platforms (we are a Slack-based company). * Familiarity with transit fare systems, payment technologies, or SaaS platforms. * Proficiency with bolthires Suite (Docs, Sheets, and Slides). * Experience using a CRM. Nice-to-Have Experience* Experience implementing and supporting hardware products.* Experience with financial technology / payment processing. * Experience with Pipedrive, Zendesk, Figma, Notion, Github, or Metabase. Perks and Benefits* Competitive salary ($158K). * Remote or hybrid work options. * Flexible work environment and generous PTO. * Home office stipend. * Stock options. * Opportunities for growth in a scaling start-up. * 401(k) plan. * Paid parental leave. * Weekly snack stipend. Diversity, Inclusion, and BelongingWe know that public transit is overwhelmingly used by more people of color, more women, and more marginalized communities than other modes of transportation.We encourage candidates of all races, genders, sexual orientations, ages, identities, and backgrounds to apply. Please don’t hesitate to apply and share your story with us, even if it feels like the requirements above don’t quite fit. The Interview Process* Application review. * 20-minute initial phone screen with a Customer Success team member to learn more about you and you about us. * 15-minute “mock training” on a phone app of your choice with the hiring manager and two additional blithequark employees, 10-minute round of feedback, and 30-minute Q&A with the hiring manager.* Team interviews: we are a small team, so we feel meeting 1:1 with a handful of members of the team is important to understand more about who we are and how we work. * Onsite in San Francisco: take a tour of our blithequark headquarters in the Mission District. Have lunch with our founders. Timeline ExpectationsDue to planned vacations, it may take longer than usual to get back to you. We don’t expect to move to the Step 3 “mock training” part of the interview process with eligible candidates until March 2025.We’re looking for this special person to start at blithequark in the April/May timeframe. Ready to Apply? If you are a motivated and results-driven professional with a passion for the transportation industry, we encourage you to apply for this exciting opportunity to at blithequark.