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Spare is hiring a Senior Customer Success Manager to build deep, trusted relationships with government agencies and transit operators, driving long-term growth and expansion. This hybrid role (M-W-F in-office) is based in Los Angeles, CA, with headquarters in Vancouver, BC.
You will own customer relationships end-to-end, serving as a trusted advisor who understands each account's operational context, organizational dynamics, and success metrics. Your core responsibilities include:
**Product Proficiency & Customer Value**: Develop mastery of Spare's full product suite and translate platform capabilities into measurable operational outcomes for government transit organizations. Help customers move beyond minimum viable usage by articulating the value of deeper adoption and representing product direction confidently to skeptical or change-resistant stakeholders.
**Deep Customer Understanding**: Invest in understanding how customers' organizations operate, who holds influence, what external pressures they face, and what success looks like operationally and politically. Document stakeholder maps, account plans, and platform usage across critical workflows. Surface structured product feedback reflecting real customer constraints and priorities.
**Adoption, Value Realization & Expansion**: Guide customers through structured success plans aligned to shared objectives. Deliver Spare Partner Reviews connecting usage data to measurable business outcomes. Identify expansion signals (workflow gaps, service expansions, grant funding, staffing changes) and collaborate with Account Managers to build pipeline. Develop internal champions who advocate for continued and expanded platform investment.
**Revenue Protection**: Synthesize usage data, stakeholder sentiment, and account context to identify at-risk accounts early. Diagnose adoption gaps and implement targeted remediation. Escalate churn risk with clear documentation and recommended responses. Reinforce competitive differentiation during renewals.
**Operational Excellence**: Maintain accurate CRM and customer-facing tool data. Partner closely with Account Managers as co-owner of account health and renewal outcomes. Adhere to cross-functional processes across Implementation, Support, and Product.
Travel: Up to 30% mandatory travel within Canada and the USA for onsite visits; must be comfortable with short-notice travel and ideally live within 1.5 hours of an international airport.
**Requirements**
- Minimum 5 years of Customer Success experience in SaaS
- Experience managing multiple B2B and/or B2G customers, ideally in complex or multi-product environments
- Demonstrated ability to build trusted advisor relationships with customers at multiple organizational levels
- Experience working at a fast-paced startup or scale-up
- Strong ability to synthesize account context (usage data, stakeholder dynamics, external pressures) into clear strategy and action
- Excellent communication skills across audiences with varying technical fluency
- Resourceful and comfortable reprioritizing in dynamic, fast-moving environments
- Availability and eligibility to travel within Canada and the USA
**Nice-to-Have**
- Previous experience or keen interest in transit or mobility
- Experience working B2G with government or public sector customers
- Background in change management or project management
- Familiarity with procurement cycles, grant funding structures, or public sector operations
