Spare

Customer Success Manager

• 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
• 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
• 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
• 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
• 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.

Senior Customer Success Manager