Customer Experience Manager

We're hiring a Customer Experience Manager (CXM) to join BusRight to scale magical customer experiences. This role involves building deep relationships with key stakeholders, managing successful customer implementations, proactive outreach, and working closely with our Manager of CX to build a scalable experience team. You'll support a rapidly growing customer base of down-to-earth, passionate school bus leaders such as School Transportation Directors, Routers, Drivers, and more.

Access to education begins with a safe, reliable ride to school. That’s why we’ve built , used by 70,000+ Transportation Directors, Drivers, and Parents across 34 states, that brings safety, communication, and confidence to school transportation. Our 50+ person team is powering the engine behind the country’s largest mass transit system: the yellow school bus.

We’re a remote team with hubs in New York City, Boston, and Austin. Curious what it’s like to be a BusRighter? Here’s a glimpse into our culture from a recent company retreat in Mexico, this BusRight commercial, and how we approach school bus conferences.

Responsibilities

As a CXM, you'll serve as the point person for our customers' experience. You'll build deep relationships with clients, drive adoption across their operations', support their product experience, and be a conduit for customer feedback across the team.

• Owning customer implementations
• Proactively building deep relationships with key stakeholders (including Executive Stakeholders). From writing cards to celebrate events in customers' lives to running executive reviews for a Superintendent, you have the opportunity to build a personal and professional relationship across a broad set of user personas
• Collaborating with our Support Operations team and Support Engineer to develop tailored client-facing solutions and internal tools to facilitate the growth of our high-touch model
• Translating and communicating feature requests and feedback to members of the product and engineering teams

What we're looking for

• You have 3+ years of experience in a customer success, or related role
• You have a "glass half full" attitude and see new challenges as opportunities to solve problems with your team
• You're organized, detail-oriented, and you don't let things slip through the cracks
• You're a talented writer and genuine communicator - your tone is approachable and personable but communicates confidence
• You are comfortable with experiences that require your hands-on attention and learning on the fly — from investigating how to extract data from a new student information system to sitting shoulder-to-shoulder with customers to troubleshoot with them in real time
• You're a curious conversationalist who enjoys building genuine relationships with interesting people from all walks of life
• You are resourceful in independent problem-solving, recognizing the value of personal research. Yet, equally open to collaborating with the team for broader insights and expertise, understanding we don't always have all the answers

We believe that your longevity at BusRight is an asset, and the deepest and most successful relationships are built when our backs are up against a wall. We believe in doing things so kind for fellow BusRighters and customers that it feels like magic. We believe that superficial destinations don't create daily motivations, rather, the camaraderie we build with each other and the hope we provide our customers are what fuels high performers and high impact. We believe difference is an asset. We're committed to fostering an inclusive environment that welcomes team members of all ages, races, backgrounds, ethnicities, and more. Simply put, our employees, customers, and team win when we have various perspectives and backgrounds at the table making key decisions.

• Competitive Compensation: You'll receive competitive equity + salary at a fast-growing startup.
• Learning & WFH budget: $500/year for your home setup & professional growth
• Flexible PTO policy: Take time off when needed—we trust you!
• Remote-first culture: Work from anywhere in the U.S.