Scaled Customer Success Manager (SMB)

Company Description

Swiftly is on a mission to help cities move more efficiently. We are the leading transit data platform for agencies to share real-time passenger information, manage day-to-day operations, and improve service performance. Today, over 180 transit agencies in 11 countries – including LA Metro, MARTA, SEPTA, and MBTA – rely on Swiftly to improve on-time performance by up to 40% and increase passenger information accuracy by up to 50%. The result is better service reliability, increased ridership, and more efficient transit operations.

Even though Swiftly's HQ office is located in San Francisco, CA, we are open to candidates in most locations across the U.S. as well as Ontario and British Columbia, Canada. At this time we are unable to provide Visa sponsorship.

Customer Success at Swiftly 

The Scaled Customer Success Manager role is part of the Customer Success organization at Swiftly and engages with our SMB customers to understand their core challenges and act as a partner in creating the solution. The Customer Success team has two north star objectives: retain our customers’ business and grow opportunities within the customer base. The team cares deeply about the problem we’re solving, so we empathize with and listen to our customers to build partnerships and deepen our value proposition. We thrive with constraints, getting creative to execute on a variety of deliverables in collaboration with other teams. Lastly, while we love to win, we know that the best means to that end on a broad scale is to support our colleagues and win as a team. The Customer Success team is guided by Swiftly values – team, communication, feedback, growth, diversity, impact – and often combines several values to solve problems and deliver value to our customers. 

Responsibilities

• Manage a large portfolio of Swiftly SMB Transit customers in North America, leveraging tech-touch to effectively engage them, driving up retention rates and potential growth opportunities.
• Inform and influence our overall SMB growth strategy.
• Work with Sales team partners to expand our customer base through tailored Swiftly consultations, demos and standard processes on Swiftly product capabilities.
• Assist the Sales Team by providing industry connections, insights, and general support.
• Design and run at-scale outreach campaigns to key Swiftly users to assist with Swiftly adoption.
• Work cross-functionally with product team partners on customer strategies to further Swiftly’s mission.
• Serve as our in-house product ambassador to up-level our customers’ workflows and help them get the most return on investment from Swiftly.
• Identify and engage new Swiftly users within our SMB customer base to increase monthly active users and create stickiness.
• Proactively identify customers who aren’t maximizing their opportunities with Swiftly and reach out to create an action plan to help them achieve success.
• Leverage data and insights to shape your approach, inform your discovery, and bolster your recommendations 
• Forecast and mitigate risk, ensuring growth, and drive customer satisfaction 
• Guide advanced product features and integrations.
• Ensure the CRM (Salesforce) is updated frequently and reflects current customer and opportunities status and risks with up-to-date account information.
• Develop and deliver digital Executive Business Reviews to agency leadership and executives that prove value while advancing the account strategy.
• Manage competitive and noncompetitive procurement for renewals (including responding to RFPs, writing sole source justification, and navigating cooperative purchasing agreements).
• Work with agency decision-makers to identify budget and procurement paths.
• Serve as a representative of Swiftly to and a thought leader within the industry, including attendance and participation at conferences, potentially participating in webinars, workshops, working groups, etc.

About You

• 3+ years experience at a fast-growing SaaS software company 
• You have a track record of success in your current Customer Success or Account Management role
• Experience in managing a large volume of accounts
• Exceptional organizational skills, with the ability to multitask a high volume of opportunities at all times 
• Strong intuition and ability to thrive with minimal direction: you can ideate and execute on a plan effectively, think strategically, and balance multiple, competing priorities
• Excellent communication and a proven ability to work cross-functionally 
• Written and oral communication skills - You must be able to convey technical information from beginner-level users to developers when engaging with customers
• You’re highly adaptable, easily acclimating to a rapidly changing business and industry
• You love getting to know new people and helping them solve their business problems
• You’re dynamic, agile and nimble. You want a landscape that challenges you and changes shape vs. remains static 
• You have experience and interest in diving into new products and software systems and can quickly learn and understand how new products work and how customers can get value out of them
• You’re data-driven and have experience with tools like SFDC, ChurnZero, Zendesk, PowerBi.
• You’re not satisfied with the status quo, and you’re driven by continuous improvement and positive customer experiences 
• A strong ability to listen to various stakeholders and synthesize relevant information 
• Experience working with public transportation or passionate about the future of transportation, mobility, and cities, with an interest in the role of transportation technology 

**FOR U.S. CANDIDATES ONLY:**

In accordance with pay transparency laws: the approximate salary range for this role is $87,000 to $123,000 (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. Together, we are more effective and better supported

• Impact. Drive impact for our customers, our company, and all of our teams

• Diversity. See differing perspectives as ways to address our weaknesses and find new strengths

• Communication. Assume others internally and externally have good intentions

• Feedback. We share feedback because we want each other to grow professionally and personally

• Growth. Foster personal, professional, and company growth

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

• 16-17 paid holidays - including 4 holidays in months without US national holidays in 2024

• 8 fully paid weeks of leave for child birth/adoption

Travel note: Swiftly employees can generally expect to travel 1–2 times a year for in-person company or team offsites. As a fully distributed company, we consider these offsites important for cultivating strong relationships across our teams! Attending these in-person is expected and encouraged, although we understand everyone has different personal circumstances and we will consider requests for exceptions. Customer-facing team members and other specific roles may be expected to travel more frequently.

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

We are an equal opportunity employer - we are committed to a workplace that is as dynamic, diverse, and passionate as the communities we serve.

Because we work with public agencies, we participate in E-Verify.