Global VP of Customer Success

About Optibus:

Optibus is a unified software platform revolutionizing public transportation planning, scheduling, and operations in over 7,000 cities worldwide. Using AI, ML, and optimization algorithms, it empowers agencies to design more efficient, equitable, and sustainable transit networks, enhancing passenger access, reducing emissions, and improving driver conditions. With offices globally and a team of 320+ employees, Optibus fosters a collaborative culture centered on innovation, determination, and impact. As the first unicorn in public transportation technology, Optibus is driving the modernization of mass transit to make it the preferred choice for cities and passengers alike.

About the position:

We’re looking for a Vice-President of Customer Success to oversee and grow our Customer Success team and activities globally! As part of the executive leadership team and reporting to the CEO, you’ll be responsible for a team that is crucial to Optibus’ success and growth. You’ll bring expertise in modern Customer Success methods and approaches, in addition to delivering mission critical systems that are at the heart of public transit. You’ll also be responsible for employee engagement globally, under a diverse Customer Success organisation. This global team is made up of Customer Success Engineers, Support Engineers, Education Specialists, and Project Managers. You’ll also foster collaboration across the global Customer Success team, in addition to cross-functional collaboration with teams such as Revenue, Product, Marketing, and Legal.

Responsibilities:

• Drive Customer To Value

Focus on reducing churn, driving product adoption, increasing customer satisfaction, and identifying expansion opportunities.

• Optimize the Customer Lifecycle

Define the customer journey, adopt industry best practices, and drive long-term strategic planning for the department.

• Develop Expertise in Transportation Management

Become deeply familiar with the transit space to effectively educate clients and help them hit milestones throughout their journey.

• Demonstrate Business Acumen and Value Delivery

Craft compelling narratives and prove out customer value through comprehensive business reviews and strategic touch-points.

• Advocate for the Voice of the Customer

Act as the learning engine of the organization to infuse customer feedback and insights into all aspects of the business.

• Maintain Operational Excellence

Apply a metrics-driven, results-oriented, and process-focused approach to solve problems with a high attention to detail.

• Build and Develop Talent

Recruit, mentor, and grow a team of world-class customer success professionals as the company’s customer base expands.

• Improve Organizational Efficiency

Drive team productivity, increase automation and AI-adoption, and enhance customer self-service options.

• Foster Cross-Functional Alignment

Build strong partnerships with peers across Sales, Product, Marketing, Finance, and other internal departments.

• Deliver Executive-Level Communication

Utilize excellent written and oral communication skills to document and present complex ideas to senior executives both internally and externally.

Requirements

• 5+ years of experience building, scaling, and driving a globally distributed, fast-paced Customer Success organization, including delivery, support functions, operations, etc.
• Experience in delivery of complex, mission critical products and projects.
• A demonstrated track record of exceeding goals and driving customer revenue past the $50M+ ARR mark.
• Deep understanding of modern Customer Success playbooks, customer value drivers, and recurring revenue business models.
• Functional leadership experience spanning multiple domains, including Customer Success Engineering, Professional Services, and Customer Support.
• Past success launching programs aimed at measurably improving customer outcomes, experiences, and retention.
• Demonstrated success working cross-functionally and acting as an influential communicator and SaaS thought-leader across diverse cultures.
• Ability to inspire and motivate teams by leading with curiosity, empathy, transparency, integrity, and grace under pressure.
• Very nice to have: Prior experience working in Public Transit, ITS, CAD/AVL in a similar capacity.
• Very nice to have: Fluency in an extra European language (such as Spanish, Portuguese, German, or Italian).

Optibus is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws. It is our responsibility at Optibus to provide an inclusive and accessible interview experience for all. We will provide reasonable accommodations for all candidates in need of individualised support during the hiring process.