Customer Success Manager

Overview

First Student is seeking a passionate and experienced Customer Success Manager to serve as a liaison between First Student customers, business development, field operations and cross-functional teams to deliver retention goals. The role provides strategic support and leadership to manage and elevate retention and growth within the existing customer base. The CSM will develop executive relationships with customers to ensure contract retention and will drive contract renewals, product implementation, account reviews, and customer satisfaction in collaboration with operations and other teams.

Responsibilities

• Support a dedicated area and/or region to achieve growth and customer retention objectives while developing trusted relationships at all levels within the customer organization.
• Collaborate with regional/area/local operational leadership to develop and support full account planning processes to improve retention and upsell opportunities.
• Develop and support region with customer engagement and account management tools, tracked in Salesforce.
• Provide information on technology and service offerings to help customers understand advantages and benefits of First Student.
• Onboard new customers obtained via business development and acquisition; establish, track and report on shared success criteria.
• Work cross-functionally with field operations, business development, marketing, and communications to deliver focused messaging and high customer satisfaction.
• Host regular check-ins and business reviews to ensure adoption of new technology or services and realization of success criteria.
• Monitor health of customer deployments and drive corrective action plans with operations as needed.
• Identify new business opportunities to expand First Student footprint and consult with customers to understand needs and drive actions to improve the customer experience.
• Establish, track and report on shared success criteria and KPIs for large and/or at-risk customers; collaborate with operational leaders to drive accountability.
• Suggest methods to improve area operations, efficiency, and service to customers; escalate recurring themes or issues found in customer feedback to resolve.
• Actively use Salesforce to manage/update relationship information and support field to increase Salesforce maturity.
• Serve as project manager for various departmental initiatives.
• Provide competitive insights and product recommendations to leadership.
• Other duties as required or assigned.

Qualifications

• Bachelor’s degree or equivalent education, or 3–5 years of related experience.
• 3 years of customer success and/or customer account management experience; history of developing new accounts.
• Experience as a customer advocate with ability to understand client needs and deliver accordingly.
• Excellent writing skills with strong attention to detail and service orientation.
• Experience using customer relationship management software; Salesforce strongly preferred.
• Advanced knowledge of word processing, spreadsheet, and presentation software.
• Project management experience strongly preferred.
• Ability to think independently, prioritize, and manage multiple deadlines.
• Knowledge of business and management principles; travel may be required.

Compensation and Benefits

Compensation ranges from $130,000 to $150,000 DOE. First for a reason: At First Student, we are a family of 60,000+ employees who transport more than 5 million students and passengers daily. Our families of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. We are committed to safety, innovation, and training within the transportation industry.

Company Focus and Values

MISSION: Provide unmatched care and the safest ride to school, helping students start and end their day with an exceptional experience. Focus on SAFETY, CARE FOR OUR STUDENTS, SURPASS CUSTOMER EXPECTATIONS, FOSTER TEAMWORK, and SET THE HIGHEST STANDARDS to drive innovation, sustainability, and operational excellence.

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