Customer Experience Manager

Summary

Join BusRight as a Customer Experience Manager (CXM) to build and scale magical customer experiences. You will cultivate strong relationships with key stakeholders, manage successful customer implementations, and proactively engage with clients. This role involves working closely with the Manager of CX to develop a scalable experience team, supporting a growing customer base of school bus leaders. You will serve as the primary point of contact for customer experience, driving adoption, supporting product experience, and gathering feedback. The position requires strong communication, problem-solving, and relationship-building skills. BusRight offers competitive compensation, a flexible PTO policy, a remote-first culture, and a learning and work-from-home budget.

Requirements

• You have 3+ years of experience in a customer success, or related role
• You have a "glass half full" attitude and see new challenges as opportunities to solve problems with your team
• You're organized, detail-oriented, and you don't let things slip through the cracks
• You're a talented writer and genuine communicator - your tone is approachable and personable but communicates confidence
• You are comfortable with experiences that require your hands-on attention and learning on the fly — from investigating how to extract data from a new student information system to sitting shoulder-to-shoulder with customers to troubleshoot with them in real time
• You're a curious conversationalist who enjoys building genuine relationships with interesting people from all walks of life
• You are resourceful in independent problem-solving, recognizing the value of personal research. Yet, equally open to collaborating with the team for broader insights and expertise, understanding we don't always have all the answers

Responsibilities

• Serve as the point person for our customers' experience
• Build deep relationships with clients
• Drive adoption across their operations
• Support their product experience
• Be a conduit for customer feedback across the team
• Owning customer implementations
• Proactively building deep relationships with key stakeholders (including Executive Stakeholders). From writing cards to celebrate events in customers' lives to running executive reviews for a Superintendent, you have the opportunity to build a personal and professional relationship across a broad set of user personas
• Collaborating with our Support Operations team and Support Engineer to develop tailored client-facing solutions and internal tools to facilitate the growth of our high-touch model
• Translating and communicating feature requests and feedback to members of the product and engineering teams

Benefits

• Competitive Compensation: You'll receive competitive equity + salary at a fast-growing startup
• Learning & WFH budget: $500/year for your home setup & professional growth
• Flexible PTO policy: Take time off when needed—we trust you!
• Remote-first culture: Work from anywhere in the U.S