Scaled Customer Success Manager (SMB)

Company DescriptionSwiftly is on a mission to help cities move more efficiently. We are the leading transit data platform for agencies to share real-time passenger information, manage day-to-day operations, and improve service performance. Today, over 180 transit agencies in 11 countries – including LA Metro, MARTA, SEPTA, and MBTA – rely on Swiftly to improve on-time performance by up to 40% and increase passenger information accuracy by up to 50%. The result is better service reliability, increased ridership, and more efficient transit operations.
Even though Swiftly's HQ office is located in San Francisco, CA, we are open to candidates in most locations across the U.S. as well as Ontario and British Columbia, Canada. At this time we are unable to provide Visa sponsorship.

Customer Success at Swiftly The Scaled Customer Success Manager role is part of the Customer Success organization at Swiftly and engages with our SMB customers to understand their core challenges and act as a partner in creating the solution. The Customer Success team has two north star objectives: retain our customers’ business and grow opportunities within the customer base. The team cares deeply about the problem we’re solving, so we empathize with and listen to our customers to build partnerships and deepen our value proposition. We thrive with constraints, getting creative to execute on a variety of deliverables in collaboration with other teams. Lastly, while we love to win, we know that the best means to that end on a broad scale is to support our colleagues and win as a team. The Customer Success team is guided by Swiftly values – team, communication, feedback, growth, diversity, impact – and often combines several values to solve problems and deliver value to our customers. 

Responsibilities

• Manage a large portfolio of Swiftly SMB Transit customers in North America, leveraging tech-touch to effectively engage them, driving up retention rates and potential growth opportunities.
• Inform and influence our overall SMB growth strategy.
• Work with Sales team partners to expand our customer base through tailored Swiftly consultations, demos and standard processes on Swiftly product capabilities.
• Assist the Sales Team by providing industry connections, insights, and general support.
• Design and run at-scale outreach campaigns to key Swiftly users to assist with Swiftly adoption.
• Work cross-functionally with product team partners on customer strategies to further Swiftly’s mission.
• Serve as our in-house product ambassador to up-level our customers’ workflows and help them get …