Customer Experience Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary day-to-day liaison for designated districts, fostering trusted relationships with transportation directors and district personnel.

• Create and present business reviews, launch presentations, and materials for boards or leadership meetings.

• Collaborate with regional Operations and yard leaders to translate district requests and commitments into actionable steps.

• Manage communication regarding ongoing issues, service concerns, and requests, including timelines, status updates, and resolutions.

• Identify and document service gaps, escalating issues to Operations, Technology, or Finance as necessary.

• Monitor account health and sentiment, identify churn risks, and implement account strategies.

• Prepare materials for renewals and assist with rebids, renewals, and expansion initiatives.

• Oversee onboarding and launch processes for new districts.

• Train and assist district staff and families on the Zūm CMX platform to enhance usage.

• Track health scores and KPIs, such as on-time performance, response times, and overall sentiment.

• Gather district feedback and communicate recurring themes to Product, Technology, and Operations teams.

• Achieve success milestones, which include district onboarding, retention and renewal objectives, improved performance indicators, and contributions to the Customer Success playbook.

⛳️ Requirements

• Minimum of 5 years of experience in customer experience/success, account management, or district-level positions within student transportation, logistics, SaaS, or a comparable service-critical industry.

• Strong presentation abilities, including experience in developing and delivering executive-level materials to district leaders or boards.

• Demonstrated capacity to collaborate with operations teams and drive cross-functional initiatives to completion.

• Outstanding organizational skills and the ability to manage multiple districts and deadlines simultaneously.

• Proficiency in utilizing customer data to inform weekly actions.

• Excellent written and verbal communication skills.

• Willingness to travel up to 80% within the region.

• Bachelor’s degree or equivalent experience.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k)

• Holidays

• Wellness programs

• Vacation time

• Equity or commission options may be available as additional compensation