Customer Experience Manager (CXM)

BusRight•New York, NY

6h•Remote

About The Position

We’re hiring a Customer Experience Manager (CXM) to join BusRight — a fast-growing transportation tech company backed by investors from Uber, SpaceX, and Notion — to help scale magical customer experiences. The core responsibility of this role is to maximize usage of our amazing product. More than 26 million students ride ~500,000 school buses to and from school every day. Behind that operation are passionate, hardworking transportation leaders — often managing complex logistics with outdated tools. We’re on a mission to make school transportation safer and more efficient for families, schools, and communities nationwide through advanced routing technology, dynamic driver navigation, live GPS tracking, and real-time parent communication. As a CXM, you’ll serve as the BusRight “Concierge” — the trusted partner for your customers from onboarding through long-term growth. You’ll build real relationships with School Transportation Directors, Routers, Drivers, and Superintendents. Some days that means running executive reviews. Other days it means troubleshooting a tablet shoulder-to-shoulder or celebrating a district milestone with a handwritten note. You’ll own onboarding and implementation, drive adoption across entire transportation teams, advocate for customer feedback internally, and help us build scalable systems as we grow. In some cases, you may partner with a Customer Experience Associate (CXA), guiding priorities and ensuring every customer interaction feels thoughtful, responsive, and human.

Requirements

2–5+ years in Customer Experience, Customer Success, or Support
Willing and able to travel to the broader continental United States for Customer On-Site visits.
A “glass half full” mindset — you see challenges as opportunities to solve problems creatively
Highly organized and detail-oriented — you don’t let things slip through the cracks
A strong writer and genuine communicator — approachable, personable, and confident
Comfortable getting hands-on, learning new systems, and figuring things out in real time
Naturally curious and energized by building authentic relationships
Resourceful in independent problem-solving while collaborative with the team

Nice To Haves

B2B SaaS experience preferred; education or public sector experience is a plus

Responsibilities

Spend at least 4 hours per day on the phone with customers in trainings, onboardings, support intake, and just sharing a laugh with transportation directors around the country
Own customer onboarding and implementation, managing multiple projects simultaneously
Serve as the primary point of contact and trusted partner for assigned accounts
Build deep relationships across stakeholder groups — from drivers to superintendents
Lead product training sessions and drive adoption across entire organizations
Provide hands-on support via phone and email — from “Why won’t this route save?” to tablet troubleshooting
Monitor account health, usage, and sentiment to proactively mitigate risk
Conduct regular check-ins and quarterly account reviews
Collaborate closely with Product, Engineering, Support, Sales, and Operations to advocate for customer needs
Translate customer feedback into actionable insights for the broader team
Maintain clear documentation and follow-through
When paired with a CXA, provide guidance, delegation, and mentorship to ensure high-quality execution.

Benefits

Competitive salary and equity at a high-growth, mission-driven startup
The chance to engage with some of the most down-to-earth, salt-of-the-earth leaders in the country
Direct influence in shaping scalable CX systems alongside experienced operators
A scrappy, compassionate, customer-first team that believes doing things “so kind it feels like magic”.
A culture that values difference, perspective, and building something meaningful together

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