Client Success Manager

Transit Technologies

11d•Remote

About The Position

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.

Requirements

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

Responsibilities

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 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