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Optibus is a unified software platform revolutionizing public transportation planning, scheduling, and operations across 7,000+ cities worldwide. Using AI, ML, and optimization algorithms, the company empowers transit agencies to design more efficient, equitable, and sustainable networks while reducing emissions and improving driver conditions. With 320+ employees globally and unicorn status, Optibus is modernizing mass transit infrastructure.
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: reduce churn, increase product adoption, improve customer satisfaction, and identify expansion opportunities
• Optimize the customer lifecycle by defining the journey, adopting industry best practices, and developing long-term strategic plans
• Develop deep expertise in transportation management and public transit to educate clients and guide them through their success milestones
• Demonstrate business acumen through compelling value narratives, comprehensive business reviews, and strategic customer touchpoints
• Serve as the voice of the customer, infusing customer feedback and insights across all business functions
• Maintain operational excellence with a metrics-driven, results-oriented, process-focused approach
• Build and develop talent: recruit, mentor, and grow customer success professionals as the customer base expands
• Drive organizational efficiency through team productivity, automation, AI adoption, and enhanced self-service options
• Foster cross-functional alignment with Sales, Product, Marketing, Finance, and other departments
• Deliver executive-level communication with strong written and oral skills for presenting complex ideas to senior stakeholders
Requirements: Not specified in posting.
