Director of Customer Success

Director of Customer Success

WeDriveU is the leader in shared mobility solutions that connect communities, campuses, and workplaces. WeDriveU operates private shuttle and public transit systems across the U.S serving millions of passenger journeys a year. The company's 5,500+ team members operate 4,000 vehicles across 55 U.S. locations, providing safe, reliable and sustainable options as part of a global family of brands serving more than 1 billion bus and rail passengers on four continents. Visit wedriveu.com to learn more about our company, clients and career opportunities.

Job Description :

Customer Success Directors serve as the ultimate advocate for our customers, ensuring they are provided maximum value through contracting with WeDriveU for transportation solutions. They are responsible for driving customer success, growth, and retention through our Customer Engagement Model. They work with customers nationwide in the Corporate, Hospital, University, and Public Transit spaces to help them transform their transportation goals and visions. As the trusted advisor and main point of contact for our customers, the Customer Success Directors manage the overall performance of their customers shuttle and transit systems, negotiate contract extensions and expansions, and serve as subject matter experts and resources. Additionally, the Customer Success Directors manage special projects, including, but not limited to, leading transitions to zero-emission vehicles, service optimizations, or providing feedback on innovative improvements to service throughout their customer portfolio.

Duties and Responsibilities :

Serve as a primary point of contact for all assigned customers

Renew, retain, and, where applicable, expand all active contracts

Develop and maintain strategic customer relationships, focusing on consistent engagement to support the ongoing needs and objectives of each customer

Identify and analyze key performance indicators related to each customer, supporting contract compliance and overall customer health and satisfaction

Analyze short and long-term service performance data, providing customers with actionable recommendations to drive efficiency and growth

Manage business reviews align internal stakeholders, develop content, and lead presentations

Identify advocacy opportunities for your customers and transform them into vocal advocates for our brand by completing case studies, creating opportunities for speaking engagements, or securing customer references / referrals

Support strategy for customers to accelerate their transition to electric vehicles and achieve zero-emission goals

Attend local, regional, and national transportation conferences, workshops, and networking events

Additional duties and responsibilities may apply.

Travel up to 40%

Skills Required :

At least 5 years of prior experience in Customer Success, Account Management, or a related client-facing role, preferably in a B2B environment.

At least 3 years of experience in the transportation, mobility, public transit, or comparable sectors.

Ability to set goals and a proven ability to achieve job performance metrics

Excellent client-facing and internal communication skills, with an ability to effectively partner with customers, internal account teams, vendors, and other internal support teams for flawless execution of projects

Strong organization and time management / multi-tasking skills (comfortable in an ambiguous and fast-paced environment, operating at both strategic and tactical levels). Ability to manage multiple priorities and projects at once

Several years of experience directly managing, advising, and negotiating with enterprise customers at all levels of seniority, with a track record of building trust and fostering successful business relationships

Strong analytical skills, with the ability to draw quick, insightful conclusions from data sets and deliver actionable recommendations

Solid financial background or a strong understanding of financial concepts, to analyze P&Ls and construct intricate pricing sheets

Rigorous, attentive to details, with an ability to adhere closely to established processes, while also being involved in process enhancement initiatives

Outstanding written, verbal, and presentation skills. You can clearly articulate complex concepts and deliver value in every customer interaction.

Preferred Skills & Qualifications

Bachelors degree preferred but not requiredequivalent experience will also be considered.

Proficiency in Customer Relationship Management (CRM) systems is required, and knowledge of Salesforce

Knowledge of the procurement process (experience drafting RFP's)

Passion for and experience working in transportation demand management, including carpooling, vanpooling, employee shuttles, Mobility as a Service (MaaS), bike / ped, and public transit options, or with zero-emission vehicles and sustainability

We Offer

Physical Health

Exceptional Medical, Dental, Vision, and Life Insurance benefits

Financial Health

Competitive compensation packagesincluding base salary, bonus, and benefitsalong with unlimited PTO.

401(k) with 4% employer match

Financial Wellness Tool

Commuter Benefits

Emotional Health

Employee Assistance Program (EAP)

Unlimited PTO

Paid holidays

Pet & Legal Insurance

Personal Development

On-the-job training and skills development

Internal transfer opportunities for career growth

• Benefits vary by position and location

WeDriveU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment free of discrimination or harassment where thoughts and ideas of all employees are appreciated and respected. We value excellence and recognize that by respecting the diverse backgrounds, skills, and perspectives of our workforce, we will sustain a competitive advantage and remain an employer of choice. We also see diversity as more than policies; it is imperative for enabling us to attract, retain, and develop the best talent available.

Compensation details : 130000-140000 Yearly Salary

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