Metro Service Manager (Customer Success)

TL;DR

Metro Service Manager (Customer Success/Operations): Managing the operational lifecycle and service delivery for clients in the transportation sector with an accent on client onboarding, issue resolution, and service optimization. Focus on bridging the gap between implementation and ongoing operations to ensure a premium client experience.

Location: Remote, but candidates must be based in the Arizona metro

Salary: $80,000 - $90,000

Company

A technology company solving complex transportation challenges for children, older adults, and those needing extra support via a marketplace of highly-vetted caregivers.

What you will do

• Serve as the primary point of contact for assigned clients, ensuring urgent and professional delivery of solutions.
• Lead and manage the implementation of new business from contract signing through successful launch.
• Analyze ride experience feedback to identify trends and implement systemic service enhancements.
• Collaborate with cross-functional teams and Customer Support Specialists to resolve real-time and recurring issues.
• Drive strategic planning and execution of business reviews to align service strategies with client objectives.
• Conduct virtual and in-person client meetings to strengthen relationships and ensure adoption of best practices.

Requirements

• 5+ years of experience in Customer Success, Account Management, or Implementation, preferably in startups.
• Must be based in the Arizona metro.
• Willingness to travel (10%-20%) to support client relationships.
• Proven ability to analyze data and implement actionable solutions to improve client outcomes.
• Proficiency with CRM tools such as Salesforce or Kustomer and advanced Excel skills.
• Tech-forward mindset with experience using AI tools (e.g., Gemini) to streamline workflows and derive insights.

Culture & Benefits

• Equity stock options provided to every full-time employee.
• Flexible vacation policy.
• Comprehensive medical, dental, vision, and life insurance.
• 401(k) and FSA.
• Opportunity to work for a VC-backed Series D company in a high-growth space.