Customer Success Manager

Spare Labs Inc.

Job Overview

Location

Remote - Vancouver

Job Type

Full-time

Full Job Description

📋 Description

• As a Partner Success Manager, you will be accountable for building deep, trusted relationships with government agencies and transit operators — and turning those relationships into long-term growth.
• This is a role for someone who sees every customer engagement as an opportunity: to expand adoption, unlock new value, and create the conditions for customers to invest more deeply in what Spare makes possible.
• You'll be the person who knows your accounts inside and out, drives outcomes that matter, and partners closely with Sales and internal teams to make sure success today becomes expansion tomorrow.
• Develop and maintain a confident command of Spare's full product suite, staying current on new functionality, roadmap direction, and how products interrelate across the platform.
• Translate platform capabilities into operational outcomes that resonate with government transit organizations, connecting features to their metrics of success, desired outcomes and compliance requirements that drive their decisions.
• Help customers move beyond minimum viable usage by clearly articulating the value of deeper and broader platform adoption.
• Represent Spare's product direction accurately and confidently in customer conversations, including with skeptical or change-resistant stakeholders.
• Invest in understanding how your customers' organizations work, how they operate, who holds influence, what external pressures they face, and what success looks like at both the operational and political level.
• Research and track each customer's broader operating environment and factor these into account strategy.
• Document stakeholder maps, account plans, and current platform usage across critical operational areas and workflows.
• Surface structured product feedback to internal teams that reflects real customer operational constraints and priorities.
• Guide customers through structured success plans aligned to shared objectives and realistic milestones given agency operating constraints.
• Deliver Spare Partner Reviews (SPRs) with functional leaders that connect usage data to measurable business and service outcomes.
• Identify expansion signals within day-to-day engagement, workflow gaps, service expansions, new grant funding, staffing changes and collaborate with Account Managers to translate those signals into pipeline.
• Build trusted internal champions within customer organizations who understand the value of the platform and can advocate for continued and expanded usage and investment.
• Synthesize platform usage data, stakeholder sentiment, and account context to identify and prioritize at-risk accounts early.
• Diagnose adoption and value gaps and implement targeted remediation strategies before risk escalates.
• Escalate churn or contraction risk to leadership with clear documentation of root cause, contributing factors, and recommended response.
• Reinforce Spare's competitive differentiation and platform value during renewal cycles and when competitive pressure arises.
• Maintain accurate and current data across CRM and customer-facing tools to support shared visibility and reliable reporting.
• Partner closely with Account Managers as a co-owner of account health, expansion strategy, and renewal outcomes.
• Adhere to cross-functional processes and handoff standards across Implementation, Support, and Product to deliver a consistent customer experience.

🎯 Requirements

• Minimum of 5 years of experience in Customer Success in SaaS
• Experience managing multiple B2B and/or B2G customers, ideally in complex or multi-product environments
• Demonstrated ability to build trusted advisor relationships with customers at multiple organizational levels
• Experience working at a fast-paced startup or scale-up
• Strong ability to synthesize account context — usage data, stakeholder dynamics, external pressures — into clear strategy and action
• Excellent communication skills across audiences with varying technical fluency
• Resourceful and comfortable reprioritizing in dynamic, fast-moving environments
• Availability and eligibility to travel within Canada and the USA

🏖️ 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.
• 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!
• 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 competitive & comprehensive benefits package.
• 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: We offer flexible PTO, unlimited sick days and have company-wide shut-down days to help you rest and recharge.

Skills & Technologies

REST

Remote

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Spare Labs Inc.

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About Spare Labs Inc.

Spare Labs Inc., operating as Spare, is a Vancouver-based SaaS company that provides cloud-native mobility operating systems for public transit agencies, paratransit operators and ride-share fleets. Its platform enables agencies to plan, run and optimize fixed-route, on-demand, microtransit and non-emergency medical transport services through automated dispatching, rider apps, driver apps, payment processing, analytics and integration with existing CAD/AVL and scheduling systems. Founded in 2015, the company serves clients across North America and Europe and is backed by venture capital investors. It focuses on improving rider accessibility, operational efficiency and data-driven decision-making for transportation providers.

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