Manager, Customer Success

Swiftly is a mission-driven company and the first Connected Transit Platform that helps transit agencies improve their service reliability, passenger information, and operational efficiency. Over 135 transit agencies in 8 countries partner with Swiftly today and we touch over 2 billion transit trips per year. Agencies that partner with Swiftly are able to improve on-time performance by up to 40% and increase passenger information accuracy by up to 50%. The result is increased ridership, fewer passenger complaints, and more reliable transit operations.

About the Role:
The Customer Success team at Swiftly works to ensure customers are recognizing measurable value in the tools that Swiftly provides. We're regularly communicating with customers throughout their lifecycle, gathering insight to better understand their challenges and providing solutions to help them achieve their goals. As experts in Swiftly products and services, we provide best practices and thought leadership to drive adoption and develop opportunities for growth. We are passionate about improving mobility in the communities we serve, and we work as partners side by side with transit agencies and operators to ensure their projects are impactful. We love the human aspect of our work and thrive on getting creative to solve problems or boost network performance. Our Customer Success department is responsible for everything post-sale, from handling the implementation, training our customers, executive business reviews, renewals, and ensuring they have a world class customer experience.

We want a transit enthusiast to join our team to help us achieve our goals and set our international customers up for success as we continue to expand in Europe and North Africa. 

Location:
Even though Swiftly's HQ office is located in San Francisco, CA, we are open to candidates in all locations across the U.S. as well as Ontario, Canada. At this time we are unable to provide Visa sponsorship. #LI-Remote

Responsibilities:

- Manage a team of 6 high performing Customer Success Managers and support them on all aspects of their day to day. 
- Partner with the CSM team members to develop strategies for how to achieve and exceed the team goals. Our primary goal is to achieve a Net Retention of over 112%, but our other goals include maintaining high gross retention rates, increasing user adoption, providing value to our customers and setting them up for future growth.
- Partner with executive leadership (Chief Customer Officer) in driving our quarterly team planning process through data-driven recommendations in areas related to headcount planning, renewal targets, KPIs, and overall productivity.
- Work hand in hand with the head of the Account Management team (Director of Sales) to make sure the CSM and AM teams are aligned as one account team.
- Participate in regular customer calls alongside CSMs and provide regular coaching.
- Serve as an escalation point for customers that require management involvement.
- Support your team throughout their customers’ journeys by deeply understanding customers’ strategic needs and helping them drive value at every touchpoint.
- Hire, onboard, and develop diverse talent that up-levels our team, in partnership with the People team.
- Understand and prioritize transit agency technology needs to ensure the features and tools developed to deliver value to our customers.

About you:

- 2+ years leading teams of CSMs or relevant leadership experience in dynamic growth environments with rapid change and fluidity.
- 4+ years of customer-facing experience (Enterprise and SMB), customer success management, consulting, or similar roles working with technical solutions in government or transit agency customers, or in other SLED industries.
- You have strong leadership and interpersonal skills. You must have the ability to collaborate, influence, establish, and maintain relationships with customers, CSMs, and cross-functional team members.
- You have a strong understanding of business drivers, processes and delivering outcomes that help our customers and teams meet and exceed their goals.
- You have strong business acumen and administrative skills, including the ability to develop playbooks to operationalize workflows to thrive and scale to the next level.
- You enable the team to leverage usage and system data to proactively help decision makers and champions realize the value of their software and services investments.
- You are able to analyze and propose enhancements around best practices, processes, and procedures that will help improve the efficiency and effectiveness of customer-facing teams.
- You have participated in the coordination and planning of customer meetups or similar programs to build awareness of best practices and develop customer advocates.
- You are organized and analytical, but also have strong empathy, high EQ, and passion for leading, developing, and growing a team.
- You are an outstanding written and verbal communicator.
- You have a fascination with communities of all sizes: large and small, rural and urban.
- You are passionate about making a difference in cities and communities, and partnering with transit agencies to help move that needle excites you!
**FOR U.S. CANDIDATES ONLY:**
In accordance with pay transparency laws: the approximate salary range for this role is $108K to $166K OTE yearly (base salary + any variable comp). This range represents the anticipated low and high end of the salary for this position. Actual salaries will vary and are based on a multitude of non-discriminatory factors including final role leveling decisions, a candidate’s relevant work experiences/skills, and geographic location within the United States. Note: salary ranges for non-U.S. candidates may be higher or lower than the U.S. numbers above depending on location.

Salary is one component of Swiftly’s total compensation package, which also includes stock options, competitive benefits, 401(k) matching, a fantastic team and culture, opportunity to have a huge impact, emphasis on professional growth and holistic wellness, and other perks.

Beyond the Skills:
- We are looking for candidates who are passionate about mobility, sustainability, or mission-oriented projects that have a significant real-world impact. Ideal candidates encompass the core values of our company:
- Team. You’re a team player that believes in working with others to accomplish big goals.
- Communication. You believe openness and honesty underpin effective communication.
- Feedback. You’re a voracious learner. You seek and give constructive feedback to improve your practice.
- Growth. You are passionate about our work of growing the smart transit industry.
- Diversity. You cherish other perspectives and opinions.  
- Impact. You regularly evaluate the return on investment to optimize for positive impact.

Benefits:
- Competitive salary
- Stock options for every employee
- Medical, Dental and Vision
- 401k with Employer Match
- Flexible Spending Account (FSA)
- Home office setup reimbursement
- Monthly cell/internet reimbursement
- Monthly "Be Well" stipend
- Flexible PTO with a required minimum
- Flexible work environment
- 16 paid holidays - including 4 holidays in months without US national holidays in 2023
- 8 fully paid weeks of leave for child birth/adoption

We are a truly mission-driven culture that is set to change the world of transit