Customer Success Manager

Zum Services Inc.

Job Overview

Location

Remote, USA

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact for a portfolio of K-12 school district clients, ensuring seamless adoption and ongoing satisfaction with Zūm CMX™, the Connected Mobility Experience platform.
• Proactively monitor client usage patterns, system performance, and feedback to identify potential risks to retention and opportunities for expansion or upsell.
• Conduct regular check-in calls and strategic business reviews with school administrators, transportation directors, and key stakeholders to align Zūm’s services with evolving district needs.
• Collaborate with internal teams including product, engineering, and operations to escalate and resolve client issues, ensuring timely and effective solutions are delivered.
• Develop and deliver onboarding programs tailored to new school districts, ensuring smooth transition from legacy systems to Zūm CMX™ with minimal disruption to daily operations.
• Create and maintain detailed client success plans, tracking key metrics such as engagement, retention, and Net Promoter Score (NPS) to measure and improve client outcomes.
• Act as a trusted advisor to clients by providing insights on best practices for route optimization, communication with families, and leveraging Zūm’s real-time tracking and reporting features.
• Document client feedback and product usage trends to inform product roadmap priorities and contribute to internal innovation initiatives.
• Prepare and present quarterly business reviews to clients, highlighting value delivered, system improvements, and recommendations for enhanced utilization.
• Work cross-functionally with the sales team to identify expansion opportunities within existing accounts, including additional routes, services, or district-wide rollouts.
• Maintain accurate and up-to-date client records in CRM systems, ensuring all interactions, agreements, and issues are properly logged and tracked.
• Represent Zūm at industry events, webinars, and client forums to strengthen brand presence and foster community among school district partners.
• Stay current on K-12 transportation trends, regulatory changes, and technology advancements impacting school mobility to provide informed guidance to clients.
• Manage client escalations with empathy and urgency, resolving complex operational or technical issues while maintaining strong relationships and trust.
• Collaborate with customer support and training teams to improve client self-service resources, documentation, and educational materials.

🎯 Requirements

• Proven experience as a Customer Success Manager or similar client-facing role in a B2B SaaS or technology company
• Demonstrated ability to manage a portfolio of enterprise or institutional clients (K-12 education preferred)
• Strong understanding of operational workflows in transportation, logistics, or public services
• Proficiency in CRM systems (e.g., Salesforce, HubSpot) and data-driven client monitoring tools
• Excellent communication, presentation, and negotiation skills with the ability to engage with school administrators and district leaders
• Ability to analyze client usage data and translate insights into actionable success strategies

🏖️ Benefits

• Fully remote position with flexibility to work from anywhere in the USA
• Competitive salary with performance-based bonus structure
• Comprehensive health, dental, and vision insurance coverage
• 401(k) plan with company matching contribution
• Unlimited paid time off (PTO) policy
• Professional development stipend for conferences, courses, and certifications

Skills & Technologies

Remote

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Zum Services Inc.

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About Zum Services Inc.

Zum Services operates a technology platform that manages daily student transportation for public and private school districts across the United States. The system schedules, routes, and tracks vehicles including cars, SUVs, and electric buses, while providing real-time visibility and communication tools for parents, drivers, and administrators. The company emphasizes safety through driver background checks, vehicle inspections, and integrated telematics. It partners with districts to modernize fleets, reduce operational costs, and support carbon-neutral goals by transitioning to electric vehicles.

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