Senior Customer Success Manager

Intermediate/Senior Customer Success Manager

As a Partner Success Manager, you will be accountable for building deep, trusted relationships with government agencies and transit operators and turning those relationships into long-term growth. This is a role for someone who sees every customer engagement as an opportunity: to expand adoption, unlock new value, and create the conditions for customers to invest more deeply in what Spare makes possible. You'll be the person who knows your accounts inside and out, drives outcomes that matter, and partners closely with Sales and internal teams to make sure success today becomes expansion tomorrow.

Our Spare HQ is in Vancouver, BC, but this position is based in Dallas, TX onsite with customers 1-2 days weekly. Up to 30% additional travel may be required.

Key Responsibilities

Product Proficiency:

• Develop and maintain a confident command of Spare's full product suite, staying current on new functionality, roadmap direction, and how products interrelate across the platform
• Translate platform capabilities into operational outcomes that resonate with government transit organizations, connecting features to their metrics of success, desired outcomes and compliance requirements that drive their decisions
• Help customers move beyond minimum viable usage by clearly articulating the value of deeper and broader platform adoption
• Represent Spare's product direction accurately and confidently in customer conversations, including with skeptical or change-resistant stakeholders

Deep Customer Understanding:

• Invest in understanding how your customers' organizations work, how they operate, who holds influence, what external pressures they face, and what success looks like at both the operational and political level
• Research and track each customer's broader operating environment and factor these into account strategy
• Document stakeholder maps, account plans, and current platform usage across critical operational areas and workflows
• Surface structured product feedback to internal teams that reflects real customer operational constraints and priorities

Adoption, Value Realization, and Expansion:

• Guide customers through structured success plans aligned to shared objectives and realistic milestones given agency operating constraints
• Deliver Spare Partner Reviews (SPRs) with functional leaders that connect usage data to measurable business and service outcomes
• Identify expansion signals within day-to-day engagement, workflow gaps, service expansions, new grant funding, staffing changes and collaborate with Account Managers to translate those signals into pipeline
• Build trusted internal champions within customer organizations who understand the value of the platform and can advocate for continued and expanded usage and investment

Protection of Revenue:

• Synthesize platform usage data, stakeholder sentiment, and account context to identify and prioritize at-risk accounts early
• Diagnose adoption and value gaps and implement targeted remediation strategies before risk escalates
• Escalate churn or contraction risk to leadership with clear documentation of root cause, contributing factors, and recommended response
• Reinforce Spare's competitive differentiation and platform value during renewal cycles and when competitive pressure arises

Ecosystem and Operational Excellence:

• Maintain accurate and current data across CRM and customer-facing tools to support shared visibility and reliable reporting
• Partner closely with Account Managers as a co-owner of account health, expansion strategy, and renewal outcomes
• Adhere to cross-functional processes and handoff standards across Implementation, Support, and Product to deliver a consistent customer experience

Other aspects of this job:

• Mandatory travel within Canada and the USA for onsite visits (up to 30%)
• Must be OK with travel on short notice; ideally should live within 1.5 hours of an international airport

About You

• Minimum of 5 years of experience in Customer Success in SaaS
• Experience managing multiple B2B and/or B2G customers, ideally in complex or multi-product environments
• Demonstrated ability to build trusted advisor relationships with customers at multiple organizational levels
• Experience working at a fast-paced startup or scale-up
• Strong ability to synthesize account context usage data, stakeholder dynamics, external pressures into clear strategy and action
• Excellent communication skills across audiences with varying technical fluency
• Resourceful and comfortable reprioritizing in dynamic, fast-moving environments
• Availability and eligibility to travel within Canada and the USA

It will be considered a bonus (nice-to-have):

• Previous experience or a keen interest in transit or mobility
• Experience working B2G, with government or public sector customers
• Background in change management or project management
• Familiarity with procurement cycles, grant funding structures, or public sector operations

Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification in the job posting. At Spare, we are committed to creating a diverse and inclusive environment so we strongly encourage you to apply even if you don't believe you meet every single qualification outlined.

Benefits

• Purposeful work: Be a part of a mission-driven company that is solving real-world problems and improving the lives of people around the world. Learn more about the impact we're making in our 2024 Global Impact Report!
• Growth Opportunities: Spare is growing fast and there is uncapped potential for rapid advancement of motivated high performers on our team!
• Market-competitive pay: We benchmark roles annually to attract and retain top talent. For Growth roles, we also offer a competitive commission/bonus structure that rewards strong performance.
• Stock options: Enjoy the feeling of ownership. All Spartians are provided stock options, so you can share in the growth and success of Spare!
• In-office collaboration: If you're in Metro Vancouver, you have the option to work out of our HQ located downtown, close to Waterfront Station. If you're located elsewhere, you'll have access to CA$200/month to spend on a coworking membership to work together with team members in your city.
• Home office allowance: We recognize the importance of a productive home office setup to help you do your best work, which is why we provide a CA$1,000 home office allowance.
• Team offsites & socials: We love the flexibility of remote work, and we also value the importance of in-person connection. Each team has an annual budget for travel and accommodations to get together for a team offsite or hackathon. Plus you have access to a CA$50 monthly budget to socialize with other Spartians in your city go out for a meal or hit up a karaoke spot!
• Health insurance: We offer a competitive & comprehensive benefits package.
• Lifestyle Spending Account: We offer CA$500 per year Lifestyle Spending Account (taxable benefit), which you can use to get reimbursed for a variety of expenses including education, wellness, transportation, and childcare/pet care.
• Paid time off: We offer flexible PTO, unlimited sick days and have company-wide shut-down days to help you rest and recharge.

About Spare

Spare's mission is empowering everyone to unlock the potential of mobility. We're revolutionizing how the busy mom from Dallas, the retired teacher from Oslo, or the aspiring entrepreneur from Tokyo experiences transportation by partnering with transportation providers around the world to enable worry-free, efficient, flexible, and automated on-demand solutions.

With Spare's Platform, transportation providers can break free from para and microtransit silos and provide holistic demand-responsive services that give each rider exactly what they need. We also help cities easily optimize their transit network so the entire transportation ecosystem works better together.

At Spare, nothing is impossible. We think safe, affordable, scalable, and eventually autonomous transportation is the right way forward. Join us for the ride!

Guiding Principles

At Spare