Job Description

We are hiring for an Account Success Manager to join our Customer Success Team!

Our Spare HQ is Vancouver, BC, but this position is open to remote work options across Canada. This position is open to varied and flexible shift schedules.

About this Role ?

As an Account Success Manager, you will...

- Own and manage customer accounts post-launch, ensuring their ongoing success with our products and services;

- Deliver proactive support to our customers, understand our suite of products from a technical and strategic view, deliver insights to customers so that they achieve success;

- Ensure our product and service is meeting the needs of our customers, identify pain points, propose solutions, and advocate for customers with the Product Team;

- Help our customers be as self-sufficient as possible, through documentation, processes, and in-depth training;

- Assess, monitor, and optimize adoption for each customer and recommend unique strategies or solutions to our customers and maximize value;

- Rotate with the rest of the Customer Success team as the first point of contact for customers in emergencies, which can occasionally happen on evenings and weekends;

- Build strong, lasting relationships with key stakeholders from public transportation agencies, private mobility companies, vehicle operators and more;

- Ensure customer retention and work to expand our relationship to deliver higher revenue and value;

- Travel to meet clients every so often.

About You ?

- Worked and led software deployment projects in a B2B or B2G SaaS role in the past;

- You live and breathe customer experience - strive to be the subject matter expert, and the customer go-to;

- All about process improvement - always looking for a better way to do something, and creating SOPs for these new processes;

- Experience implementing a world-class onboarding experience, whether that is in a Customer Success, Implementation, or Account Management role;

- You are extremely technically savvy and pick up on technology quickly - you could have an Engineering degree, you could have an Arts degree, but when someone needs help troubleshooting a technical problem, they come to you;

- Analytical approach, good at breaking down problems, identifying root causes, and proposing solutions.

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. We also do our best to ensure all applications received are responded to.

About Us ?

We are Spare, a SaaS platform that enables anyone to launch a smart transportation service, bringing efficient on-demand ride-hailing and pooling services to communities across the globe. In the past year, we have grown from 25 people to over 50 and we are continuing to grow! Want to learn more, check out The ABC's of working at Spare.

What do we believe?

At Spare we have guiding principles that represent the way we interact with each other. These help us understand the type of behaviour that we expect from the people around us. These principles are a framework for distributed decision making; they allow us to determine what to do in a given situation without going through any "red tape". These principles will help us succeed in our mission to unlock the potential of mobility for everyone.

How do we work?

Remotely or in-office, up to you!

We have a home office allowance for all full-time permanent employees. Our HQ is in Vancouver, but if you are outside Metro-Vancouver, we also have a monthly co-working stipend. Check out more of our benefits on our Careers page.

How can you find out more?

Check out our Hiring Process blog post to learn about what to expect next, or apply here!