Customer Success Manager Full-time, Remote or san ...

Since 2015, Token Transit has been at the forefront of developing innovative transit technology by bringing top talent from the tech industry alongside those with deep public transit experience. Since its founding, Token Transit has grown to serve over 220 municipal and regional transportation agencies across North America, enhancing the rider experience through flexibility, convenience, and ease.Token Transit's mission and vision is to make public transit the first choice by making it the easiest choice. Token Transit provides a comprehensive and turnkey fare collection solution for transit agencies so that their riders can pay and ride with whatever is in their pockets - whether that's their phone, ID, credit/debit card, paper pass, smart card, and more.Token Transit is headquartered in San Francisco, California. We are a remote-friendly company with employees across the United States and a main office in San Francisco. Check out for more information.About the Customer Success Manager RoleAs a Customer Success Manager, you own the entire lifecycle of our customers - from kickoff, to onboarding, to account reviews, and renewals. You are a creative problem solver who is committed to ensuring the success of our transit agency partners. You'll also be the first line of defense to customer inquiries and communication. With keen observational and communication skills, you relay the "voice of the customer" to the rest of the organization - distilling valuable insights on product feedback, customer challenges, and customer success stories. You are responsible for driving maximum customer value and collaborating with the sales team to identify and support opportunities for customers to leverage additional products and services to meet transit agency goals.Additionally, since we are a small, scrappy team that wears a lot of hats, working with our Marketing & Sales team, as well as the Engineering & Product team, is key to the success of the role, and some responsibilities may overlap with these departments.Important to note: we are open to adjusting the title to a more senior role like Senior Customer Success Manager, depending on the experience and qualifications of the candidate.ResponsibilitiesLaunch 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 (i.e. updating an agency's fare structure, setting up a fare promotion, implementing a community pass program).Help our agencies rapidly and accurately resolve any issues they may have when using Token Transit.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 Token Transit and meet with our prospects and customers. Travel onsite to your priority customer accounts. Includes about 10-15 trips per year including team meetups in San Francisco, customer onsites, and conferences. Additionally, this role does require training in-person at our San Francisco office for the first several weeks.About YouYou 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. When an issue arises, you own it until resolution.You hear challenges from others and have a burning desire to solve them. You stay calm and seek 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. You get your audience excited by being excited while building a trusted advisor relationship.Experience3+ 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 experience working in the transportation/public transit vertical field.3+ years experience on an external facing team in a revenue driving role (customer success, sales, partnerships, account management, or business development).Technical SkillsFamiliarity with Slack or other team communication platforms. We are a Slack based company and most of our internal communication occurs there.Familiarity with transit fare systems, payment technologies, or SaaS platforms.Proficiency with Google Suite (Docs, Sheets, and Slides).Experience using a CRM.Nice-to-Have ExperienceExperience implementing and supporting hardware products.Experience with financial technology / payment processing.Experience with Pipedrive, Zendesk, Figma, Notion, Github, or Metabase.Perks and BenefitsCompetitive salary at $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 BelongingPublic transit is overwhelmingly used by more people of color, more women, and more marginalized communities than other modes of transportation. We know it's important that the diversity and voices of our riders and transit agency customers are represented at the decision making tables at Token Transit. 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.About the Interview Process(1) Application review.(2) 20-minute initial phone screen with a Customer Success team member to learn more about you and you about us.(3) 15-minute "mock training" on a phone app of your choice with the hiring manager and two additional Token Transit employees, 10-minute round of feedback, and 30-minute Q&A with the hiring manager.(4) 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.(5) Onsite in San Francisco: take a tour of our Token Transit headquarters in the Mission District. Have lunch with our founders.These steps are a sequential process and designed to get to know each other better. The typical interview process takes at least four weeks from start to finish and is mostly based on the team's availability. That said, we can move quickly and look to accommodate candidates who might have a short timeline or competing offers. The more information you can share about your situation and where you are in the process, the more we can either attempt to expedite/match, or save you time if we cannot.Timeline Expectations:Due to planned vacations, it may take longer than usual to get back to you and 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 Token Transit in the April/May timeframe.Ready to apply?#J-18808-Ljbffr

Created: 2025-03-05