[Hiring] Client Success Manager @Transit Technologies

Role Description

Transit Technologies is seeking an experienced Client Success Manager (CSM) to own an assigned portfolio of accounts and drive measurable outcomes across adoption, retention, renewals, and expansion. This role has accountability for a portfolio defined by client volume, annual recurring revenue (ARR), product mix, and complexity.

You will be the primary, trusted partner for your clients—ensuring they realize value from our SaaS platform and that we earn renewals through strong results, proactive guidance, and excellent client experience. Our mission in Client Success is to defend, delight, and expand our base of valued clients.

The CSM role will be a key contributor to the Transit Workforce Management team where our focus is helping public/private transit operators, school bus contractors, and school districts manage scheduling, dispatching, billing, and payroll.

The role will be responsible for a portfolio that is valued at $3M in overall volume and creating an additional $1.1M in new opportunities.

Key Responsibilities

• Drive adoption and client outcomes
• Lead onboarding handoff from Implementation and establish a value realization plan for each client
• Build Client Success Plans with measurable outcomes, milestones, and adoption goals
• Design enablement strategies that address training, feature education, best practices, and workflow optimization
• Monitor and record client health signals and proactively address risk factors before they become churn drivers
• Continuously and proactively stay engaged with customer operations to gain in-depth knowledge to identify potential challenges and recommend solutions
• Understand and adhere to contractual scope of work and service level agreements
• Own renewal readiness for your portfolio: timeline, stakeholders, proof of value, risk mitigation, and commercial next steps
• Maintain accurate renewal forecasts and risk assessments in Salesforce and Service Cloud
• Coordinate internal resources (Support, Product, Engineering, Billing, Legal) to resolve risks that threaten retention
• Identify expansion opportunities based on maturity and outcomes (new modules, seats, add-ons, additional business units)
• Partner with Account Manager to position and progress expansion opportunities
• Provide customer context (goals, impact, champions, objections) to improve win rates and client experience
• Build multi-threaded relationships to actively manage and nurture the Executive Sponsor relationship
• Lead QBRs focused on outcomes, adoption trends, roadmap alignment, and ROI
• Become the client’s trusted advisor: synthesize feedback, define recurring themes, and partner with Product on improvements

Qualifications

• 5+ years in Client Success, Account Management, Solutions Consulting, or a similar client-facing role for a SaaS company where client focus is prioritized
• Demonstrated ownership of a portfolio of accounts with retention, renewal, and satisfaction accountability
• Strong consultative skills: discovery, success planning, stakeholder management, and executive communication
• Excellent organizational and prioritization skills: ability to manage competing needs across a portfolio of accounts
• Experience using data to drive decisions through common tools such as common CRM’s, client success platforms, and support tools
• Experience running QBRs and presenting ROI/value narratives to executives
• Exposure to commercial motions: renewals strategy, pricing discussions, expansion plays
• Change management and process improvement experience in client environments

Benefits

• If you are energized by work where your impact is visible and measurable, this role is for you.
• As a Client Success Manager, you won’t be supporting from the sidelines – you’ll be a critical driver of our growth engine.
• Client success is earned and protected every day through retention, adoption, and the client’s experience.
• In this role, you will directly impact those outcomes.
• At Transit Technologies, we value the ability to build trusted client relationships, drive meaningful outcomes, and work in ways that build value and long-term company growth.
• If you’re excited to join a team focused on defending, delighting, and expanding our base of clients in a mission-driven environment, we’d love to hear from you.