Metro Service Manager

We're a technology company that solves complex transportation challenges through our marketplace and software, connecting kids, older adults, or anyone needing extra support to highly-vetted caregivers on wheels. We're looking for a proactive and strategic customer success professional to manage client operations and issue resolution, drive strategic planning, and execute business reviews to align ongoing service strategies with client objectives.

Requirements

• 5+ years of experience in Customer Success, Account Management, or Implementation roles, preferably in a high-pressure or start-up environment.
• Willingness to travel (10%-20%) to strengthen client relationships and support service strategies.
• Proven ability to manage client relationships, resolve issues swiftly, and deliver exceptional customer service.
• Strong communication skills, both written and verbal, with the ability to present insights and solutions effectively in meetings and reports.
• Expertise in analyzing data, identifying trends, and implementing actionable solutions to improve client outcomes.
• Experience collaborating across teams to address root causes of recurring challenges and enhance service delivery.
• Proficiency with CRM tools such as Salesforce or Kustomer, and advanced Excel skills are preferred.
• A proactive, problem-solving mindset with the initiative to drive continuous improvement and innovation.
• You are tech-forward and committed to operational excellence. You actively leverage AI tools (such as Gemini) to streamline workflows, summarize complex client issues, refine communication, and derive insights from data sets, and you are eager to apply this expertise to enhance client outcomes

Benefits

• Flexible vacation
• Medical, dental, vision, and life insurance
• 401(k)
• FSA