Intermediate or Senior Customer Success Manager



Marketing & Communications, Customer Service, Sales & Business Development
Vancouver, BC, Canada
Posted on Friday, September 1, 2023
We are hiring two new team members to join our Customer Success team at Spare (one intermediate and one senior)!

As a Customer Success Specialist / Manager, you will be accountable for:
  • Customer Relationships - keeping our customers happy is our top priority!
  • Service Optimization - having a deep understanding of our product and ensuring we’re delivering the most value we can to customers
  • Customer Retention - putting ourselves in the best position for upsells, expansions, and renewals
If you have been looking for a company where customers come first, then you've found the right place! As a member of our Customer Success team, you’ll have the opportunity to directly impact the lives of thousands of people across North America.

Our Spare HQ is Vancouver, BC, but this position is open to remote work options across Canada. This position is open to varied and flexible shift schedules.
Application Deadline
September 18, 2023
Customer Success
Employment Type
Full Time
Remote (Canada)
Workplace type
Fully remote
$74,600 - $110,000 / year
Reporting To
Emma Fricker

Key Responsibilities

  • Own and manage customer accounts post-launch, ensuring their ongoing success with our products and services
  • Deliver proactive support to our customers, understand our suite of products from a technical and strategic view, deliver insights to customers so that they achieve success
  • Ensure our product and service is meeting the needs of our customers, identify pain points, propose solutions, and advocate for customers with the Product Team
  • Help our customers be as self-sufficient as possible, through documentation, processes, and in-depth training
  • Assess, monitor, and optimize adoption for each customer and recommend unique strategies or solutions to our customers and maximize value
  • Rotate with the rest of the Customer Success team as the first point of contact for customers in emergencies, which can occasionally happen on evenings and weekends
  • Build strong, lasting relationships with key stakeholders from public transportation agencies, private mobility companies, vehicle operators and more
  • Ensure customer retention and work to expand our relationship to deliver higher revenue and value

About You

  • Previous experience in providing technical or customer support, or deploying software projects in B2B SaaS
  • Previous experience in implementing a world-class customer onboarding experience, whether that is in a Customer Success, Implementation, or Account Management role
  • Relationship management - you have excellent communication and interpersonal skills that enable you to build trust and rapport quickly with customers and effectively manage customer relationships
  • Deep understanding of customer experience - you strive to be the subject matter expert through continuous learning with demonstrated history of being a trusted go-to contact for customers
  • Process improvement - you are consistently looking for better ways to do something and creating SOPs for these new processes
  • Technical acumen - you are technically savvy, can learn new technology quickly, and have proven experience in successfully troubleshooting technical problems
  • Analytical problem solver - you are skilled at breaking down problems, identifying root causes, and proposing potential solutions.
  • Willingness and availability to travel to clients on quarterly basis (within Canada and to the US)
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification in the job posting.
At Spare, we are committed to creating a diverse and inclusive environment so we strongly encourage you to apply even if you don't believe you meet every single qualification outlined.

About Spare

Spare's mission is empowering everyone to unlock the potential of mobility.

Spare is the future of shared transportation. We’re revolutionizing how the busy mom from Dallas, the retired teacher from Oslo or the aspiring entrepreneur from Tokyo experiences transportation, by partnering with transportation providers around the world to enable worry-free, efficient, flexible, and automated on-demand solutions.

From the daily commute to non-emergency hospital visits, last-minute lunches, and leisurely trips to the museum, our technology makes people’s lives easier and transit more equitable both for those with specialized mobility needs and those without.

With Spare’s Platform, which includes a feature-rich admin web-panel, as well as rider and driver apps, transportation providers can break free from para and microtransit silos and provide holistic demand-responsive services that give each rider exactly what they need. We also help cities easily optimize their transit network so that the entire transportation ecosystem works better together.

At Spare, nothing is impossible. We think safe, affordable, scalable and eventually autonomous transportation is the right way forward. Join us for the ride!


  • Purposeful work: Be a part of a mission-driven company that is solving real-world problems and improving the lives of people around the world. Learn more about the impact we're making in our 2022 Global Impact Report!
  • Market-competitive pay: We benchmark roles annually to attract and retain top talent. For Growth roles, we also offer a competitive commission/bonus structure that rewards strong performance.
  • Stock options: Enjoy the feeling of ownership. All Spartians are provided stock options, so you can share in the growth and success of Spare!
  • Flexible work: Work remotely from anywhere in Canada, in your own time zone.
  • In-office collaboration: If you're in Metro Vancouver, you have the option to work out of our HQ located downtown, close to Waterfront Station. If you're located elsewhere, you'll have access to CA$200/month to spend on a coworking membership to work together with team members in your city.
  • Home office allowance: We recognize the importance of a productive home office setup to help you do your best work, which is why we provide a CA$1,000 home office allowance.
  • Team offsites & socials: We love the flexibility of remote work, and we also value the importance of in-person connection. Each team has an annual budget for travel and accommodations to get together for a team offsite or hackathon. Plus you have access to a CA$50 monthly budget to socialize with other Spartians in your city - go out for a meal or hit up a karaoke spot!
  • Health insurance: We offer a fully-paid health insurance package for you and your dependents that includes prescription drug, paramedical, mental health, dental, life insurance, travel insurance, and Employee Assistance Program.
  • Lifestyle Spending Account: We offer CA$500 per year Lifestyle Spending Account (taxable benefit), which you can use to get reimbursed for a variety of expenses including education, wellness, transportation, and childcare/pet care.
  • Paid time off: Along with your three weeks of annual vacation, we offer unlimited sick days and have company-wide shut-down days to help you rest and recharge.
  • Parental leave top-up: Top up of up to 80% for 15 weeks to help you adjust to the new addition to your family!