Customer Success Manager

Title: Customer Success Manager

Location: Remote

Job Description:

Who we are

HopSkipDrive’s mission is to create opportunity for all through mobility. Our innovative, supplemental school transportation solutions are used by over 600 school districts, charter schools, nonprofits, government agencies, as well as busy families to safely and reliably get kids where they need to go.

Student transportation is the largest mass transit system in the U.S. The way kids get to and from school has a direct impact on our kids, families, schools and communities. While school districts spend $28 billion annually on transportation, only 30% of kids get to school on a bus. The current system can no longer meet all the transportation needs of our districts, schools and families — and its shortcomings are causing inequities in educational access that are affecting the welfare of millions of kids each day.

HopSkipDrive is taking a different approach to arranging safe, reliable school transportation that meets needs that aren’t being addressed by the current system, helping to fill gaps and supplement the student transportation options available. We create personalized transportation solutions for the one to the many, and everything in between.

We’re a company with heart

Our partnerships with school districts, child welfare agencies and nonprofits ensure equitable educational access for the most vulnerable populations, including youth in foster care, children experiencing homelessness and students with disabilities.

We understand that the difference between struggle and success can sometimes be as simple as the ability to show up, which is why we’re on a mission to use innovative technology — coupled with operational expertise and new ways of thinking — to help kids reach their full potential by providing a safe, dependable way to get them where they are going.

We’re an awesome place to work

Our company culture has been well-recognized — HopSkipDrive has been named to Fast Company’s Most Innovative Companies list, as well as Best Places to Work lists from Built In LA, Comparably, Inc., and the Los Angeles Business Journal. Comparably also named us a Best Company for Professional Development, as well as to its Best CEO and Best CEOs for Women lists.

We’re growing rapidly

Founded by three moms as a solution to their own transportation challenges, we now operate across over 13 states across the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive has raised $100M in funding to date.

Who you are

You are looking for a challenging and rewarding experience. You are inspired by our vision and the opportunity to define a new category in an incredibly fast-growing market. You are excited to learn, grow and collaborate so we can achieve our mission of creating opportunity for all through mobility.

At HopSkipDrive, we know that challenges require different approaches, unique perspectives and new ways of thinking. We are building a team of creative problem-solvers from many different backgrounds.

You thrive in a fast-paced startup environment. You are honest and exhibit high integrity. You are proactive and excited to bring new ideas to the company. You solicit feedback and are open to criticism. You adjust quickly to changes in priorities and conditions and cope effectively with complexity and change. You have high attention to detail.

You are an excellent communicator who enjoys collaborating with others and mentoring other engineers. Above all, you want to build something that fundamentally changes the lives of families for the better.

As a Customer Success Manager, you will be responsible for managing client relationships and proactively addressing client concerns. The Customer Success Manager must be an excellent communicator (both verbally and in writing), able to understand the needs of our clients, with a proven ability to build long-lasting business relationships. You will utilize your data analysis skills to identify the root cause of issues and create action plans. You will proactively surface key trends and find patterns and communicate those to clients. Above all, you will be a key player in helping the Customer Success team proactively identify areas to improve on behalf of our Clients.

What you’ll do

  • Review and analyze data for insights and make adjustments and recommendations to improve the overall performance
  • Utilize a playbook to improve operational performance on behalf of our customers, partnering with internal departments to create a better experience for our clients
  • Support recurring customer reviews in coordination with RAMs, to review actual performance vs. targets, and highlight opportunities to improve performance levels
  • Train customers on new technology features available to them to improve their operations and usage
  • Professional and timely communications
  • Provide continuous improvements tactics to identify and resolve the root cause
  • Proactive analysis to prevent service failures, but be able to respond quickly and effectively when a problem arises

What you bring

  • 2+ years account management experience,
  • An entrepreneurial attitude and execution-focused, get-things done mindset
  • A prowess for data pattern recognition and root cause analysis
  • Proficiency in Excel/Google Sheets, PowerPoint/Google Slides
  • Superior presentation skills and the ability to tell a compelling story with data
  • Strong interpersonal skills
  • An outlook that is always finding ways to make things more efficient

Nice to have

  • Experience in a two-sided transportation marketplace
  • Technical proficiency in Tableau, Salesforce, Kustomer

What you will get

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer flexible vacation, medical, dental, vision and life insurance, 401(k), FSA, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The salary range for this role in Los Angeles, CA is $70,000 to $80,000. This position is remote and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set, certifications, and specific work location. The total compensation package for this role also includes equity stock options.

Equal Opportunity Employer

HopSkipDrive is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class. HopSkipDrive is also proud to operate as a drug-free workplace.