Ensuring we have successful launches - setting customers up for a long-term partnership with us;
Service setup and optimization - having a deep understanding of our product and ensuring we’re delivering the most value we can to customers;
Customer relationship - this role is customer-oriented and our top priority is building relationships with our customers and keeping them happy!

If you have been looking for a company where customers come first, then you've found the right place! As a member of our Launch team, you’ll have the opportunity to directly impact the lives of thousands of people across North America.

Our Spare HQ is in Vancouver - BC, but this position is open to remote work options across Canada. If you like coming into an office, you can work from our HQ as desired, and we also provide a co-working stipend for those who wish to work in an office outside Vancouver. We are open to interviewing both Intermediate and Senior level candidates.

Please note! Spare will be observing an end-of-year shutdown from December 25 to January 1. If you apply during this time, you may not hear about next steps until we return to the office on January 2. If you begin your interviews before the break, it's likely your interview process will pause after initial interview stages and resume in January.

Department: Customer Success
Employment Type: Full Time
Location: Remote (Canada)
Workplace type: Fully remote
Reporting To: Jon Drinkwater

Key Responsibilities

Project Ownership: own and manage complex customer onboarding and software implementation projects, ensuring that they’re successfully set up for ongoing success with our products and services post-implementation
Customer Insight: understand the customers' objectives and requirements and translate them into optimal product configurations and user workflows
Cross-team Collaboration: work closely with the Growth and Solutions Engineering teams to ensure all pre-sale RFP commitments are met
Customer Advocacy: identify customer pain points, propose solutions, and advocate for customers with the Product Team.
Relationship Management: build strong, lasting relationships with customers and other key stakeholders from multiple backgrounds

Other aspects of this job:

Travel within Canada and the USA for kick-offs and launches for a total of 10 - 15 business days per quarter
Rotate with the rest of the Launch and Customer Success teams as the first point of contact for customers in emergencies, which can occasionally happen on evenings and weekends.

About You

Previous experience in Project Management or Customer Success, managing multiple complex projects or customers simultaneously (a minimum of 2 years, ideally)
Experience in leading SaaS implementations for enterprise-level customers
Excellent communication skills with a strong ability to build lasting relationships with customers of different backgrounds and technical abilities
You are a driven, self-starter person with a willingness to be adaptable in dynamic, fast-paced settings
Availability to travel within Canada and the USA (2 to 3 weeks per quarter)

It will be considered a bonus (nice-to-have):

Previous experience or a keen interest in transit
Experience in a start-up or scale-up company (with a fast-paced environment)

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.

Benefits

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 2023 Global Impact Report!
Growth Opportunities: Spare is growing fast and there is uncapped potential for rapid advancement of motivated high performers on our team! 🚀
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!

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!