Director of Customer Success
Director of Customer Success
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Job Description
WeDriveU is the leader in shared mobility solutions that connect communities campuses and workplaces. WeDriveU operates private shuttle and public transit systems across the U.S serving millions of passenger journeys a year. The companys 5500 team members operate 4000 vehicles across 55 U.S. locations providing safe reliable and sustainable options as part of a global family of brands serving more than 1 billion bus and rail passengers on four continents. Visit to learn more about our company clients and career opportunities.
Job Description:
Customer Success Directors serve as the ultimate advocate for our customers ensuring they are provided maximum value through contracting with WeDriveU for transportation solutions. They are responsible for driving customer success growth and retention through our Customer Engagement Model. They work with customers nationwide in the Corporate Hospital University and Public Transit spaces to help them transform their transportation goals and visions. As the trusted advisor and main point of contact for our customers the Customer Success Directors manage the overall performance of their customers shuttle and transit systems negotiate contract extensions and expansions and serve as subject matter experts and resources. Additionally the Customer Success Directors manage special projects including but not limited to leading transitions to zero-emission vehicles service optimizations or providing feedback on innovative improvements to service throughout their customer portfolio.
Duties and Responsibilities:
Serve as a primary point of contact for all assigned customers
Renew retain and where applicable expand all active contracts
Develop and maintain strategic customer relationships focusing on consistent engagement to support the ongoing needs and objectives of each customer
Identify and analyze key performance indicators related to each customer supporting contract compliance and overall customer health and satisfaction
Analyze short and long-term service performance data providing customers with actionable recommendations to drive efficiency and growth
Manage business reviews align internal stakeholders develop content and lead presentations
Identify advocacy opportunities for your customers and transform them into vocal advocates for our brand by completing case studies creating opportunities for speaking engagements or securing customer references/ referrals
Support strategy for customers to accelerate their transition to electric vehicles and achieve zero-emission goals
Attend local regional and national transportation conferences workshops and networking events
Additional duties and responsibilities may apply.
Travel up to 40%
Skills Required:
At least 5 years of prior experience in Customer Success Account Management or a related client-facing role preferably in a B2B environment.
At least 3 years of experience in the transportation mobility public transit or comparable sectors.
Ability to set goals and a proven ability to achieve job performance metrics
Excellent client-facing and internal communication skills with an ability to effectively partner with customers internal account teams vendors and other internal support teams for flawless execution of projects
Strong organization and time management/multi-tasking skills (comfortable in an ambiguous and fast-paced environment operating at both strategic and tactical levels). Ability to manage multiple priorities and projects at once
Several years of experience directly managing advising and negotiating with enterprise customers at all levels of seniority with a track record of building trust and fostering successful business relationships
Strong analytical skills with the ability to draw quick insightful conclusions from data sets and deliver actionable recommendations
Solid financial background or a strong understanding of financial concepts to analyze P&Ls and construct intricate pricing sheets
Rigorous attentive to details with an ability to adhere closely to established processes while also being involved in process enhancement initiatives
Outstanding written verbal and presentation skills. You can clearly articulate complex concepts and deliver value in every customer interaction.
Preferred Skills & Qualifications
Bachelors degree preferred but not requiredequivalent experience will also be considered.
Proficiency in Customer Relationship Management (CRM) systems is required and knowledge of Salesforce
Knowledge of the procurement process (experience drafting RFPs)
Passion for and experience working in transportation demand management including carpooling vanpooling employee shuttles Mobility as a Service (MaaS) bike/ped and public transit options or with zero-emission vehicles and sustainability
We Offer
Physical Health
Exceptional Medical Dental Vision and Life Insurance benefits
Financial Health
Competitive compensation packagesincluding base salary bonus and benefitsalong with unlimited PTO.
401(k) with 4% employer match
Financial Wellness Tool
Commuter Benefits
Emotional Health
Employee Assistance Program (EAP)
Unlimited PTO
Paid holidays
Pet & Legal Insurance
Personal Development
On-the-job training and skills development
Internal transfer opportunities for career growth
*Benefits vary by position and location
WeDriveU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment free of discrimination or harassment where thoughts and ideas of all employees are appreciated and respected. We value excellence and recognize that by respecting the diverse backgrounds skills and perspectives of our workforce we will sustain a competitive advantage and remain an employer of choice. We also see diversity as more than policies; it is imperative for enabling us to attract retain and develop the best talent available.
Required Experience:
Director
Employment Type
Full-Time
