Customer Success Manager

Customer Success Manager

The Customer Success Manager plays a pivotal role in supporting the technological and operational backbone of the region. This role ensures that systems, data, and processes are aligned to deliver exceptional customer experiences, drive retention, and enable scalable growth. The specialist combines technical configuration skills with strong interpersonal communication to deliver a successful service experience.

Key Responsibilities:

• Administer and manage regional applications and platforms (e.g., CRM, routing software, data integrations)
• Partner with IT and vendors for successful rollouts, usage and upgrades of applications
• Collaborate with client and technology teams to ensure specifications are communicated, understood, and developed on time
• Proactively resolve roadblocks and escalate concerns early and often
• Provide hands-on support for enterprise-level systems such as Lytx, Bytecurve, EZRouting, Transfinder, and Workday
• Act as a liaison between Client Relations, Operations, and Support teams
• Conduct welcome calls and product demos to introduce clients to key features and best practices with our technology platforms
• Create customized onboarding plans based on client goals and usage scenarios
• Assist clients and operations team with account setup, data input, integrations, and system configurations aligned to their specific needs
• Deliver tailored training sessions to ensure effective product usage for clients and operations staff
• Support onboarding strategies and touchpoint planning across the customer journey
• Track product usage, feature adoption, and engagement metrics to identify potential issues
• Collect and analyze customer data for generating actionable insights toward product usage, feature adoption and engagement metrics
• Facilitate feedback loops and ensure alignment across departments
• Help define timing and content of Customer Success Manager interactions to drive adoption and satisfaction
• Regular travel (50-60%) to build trust and support teams in the field

Qualifications:

• Bachelor's degree in Computer Science, Business, or a related field preferred
• 2–4 years of experience in data analysis, onboarding, implementation, or customer success roles
• Proven, hands-on experience with onboarding platforms, and data integration tools including APIs, data transfers, SFTPs etc...
• Proficient in Microsoft Office, Teams, Excel, and data analysis tools (Power BI, SQL, Tableau)
• Excellent communication and presentation skills
• Demonstrated ability to simplify complex systems and drive user adoption
• Experience designing and delivering training both in-person and virtually
• Flexible, independent thinker and able to work proactively in a rapidly changing environment
• Experience in transportation, education, or SaaS industries is a plus

Soft Skills & Competencies:

• Clear, confident communicator in verbal, written, and presentation formats
• Critical thinker with strong decision-making and problem-solving abilities
• Organized, dependable, and adaptable

Collaborative and grounded in real-world operations.

Working Conditions:

• Primarily field-based with a mix of office time and in-person engagement.
• Regular travel to transportation hubs and remote locations across the Midwest.
• Physical demands include sitting, standing, walking, climbing, kneeling, and computer use.
• Flexibility required based on site needs.

Compensation:

• Yearly salary of $75,000 - $110,000, depending on skills and experience.

Organizational Expectations:

Each employee is expected to contribute beyond their assigned role to support company goals. This job description reflects core duties but should not limit the impact or growth of the individual in the role.

Beacon Mobility is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Beacon Mobility makes hiring decisions based solely on qualifications, merit, and business needs at the time.

DS Bus Lines is a family-oriented company that focuses on our core values of family, respect, service, and safety. We understand how important of a responsibility transporting children is and we take that role very seriously. We strive to create mutual respect and trust with school districts so that we can work together to provide the best possible service for students and parents.