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Optibus is a unified software platform revolutionizing public transportation planning, scheduling, and operations across over 7,000 cities worldwide. Using AI, ML, and optimization algorithms, the company empowers transit agencies to design more efficient, equitable, and sustainable networks while enhancing passenger access, reducing emissions, and improving driver conditions. With 320+ employees globally and offices across multiple regions, Optibus is the first unicorn in public transportation technology.
As VP of Customer Success, you will join the executive leadership team reporting directly to the CEO. You will oversee and grow the global Customer Success organization, which includes Customer Success Engineers, Support Engineers, Education Specialists, and Project Managers. This is a mission-critical role responsible for driving customer retention, adoption, and expansion while building a world-class team across diverse geographies.
Key responsibilities include:
• Drive customer-to-value initiatives focused on reducing churn, increasing product adoption, improving customer satisfaction, and identifying expansion opportunities
• Define and optimize the customer lifecycle by adopting industry best practices and developing long-term strategic plans for the department
• Develop deep expertise in transportation management and the transit space to effectively educate clients and support their success milestones
• Demonstrate business acumen by crafting compelling value narratives and conducting comprehensive business reviews with strategic touchpoints
• Serve as the voice of the customer, infusing customer feedback and insights into organizational decision-making across all business functions
• Maintain operational excellence through metrics-driven, results-oriented, and process-focused problem-solving with high attention to detail
• Build and develop a team of world-class customer success professionals, recruiting and mentoring talent as the customer base expands
• Drive organizational efficiency by improving team productivity, increasing automation and AI adoption, and enhancing customer self-service capabilities
• Foster cross-functional alignment and build strong partnerships with Sales, Product, Marketing, Finance, and other internal departments
• Deliver executive-level communication, presenting complex ideas clearly to senior executives both internally and externally
Requirements: The posting does not explicitly state years of experience, education, or specific certifications required. However, the role expects expertise in modern Customer Success methodologies, proven ability to build and scale teams, deep business acumen, and strong executive communication skills. Experience in B2B SaaS or enterprise software environments is implied by the scope and complexity of the role.
