Job Overview
Location
Dallas
Job Type
Full-time
Category
Customer Success
Date Posted
May 21, 2026
Full Job Description
đź“‹ Description
- • Build and maintain deep, trusted relationships with government agencies and transit operators to drive long-term growth and expansion of Spare’s platform adoption.
- • Develop and maintain comprehensive expertise in Spare’s full product suite, translating technical features into operational outcomes aligned with customers’ metrics of success, compliance requirements, and public sector priorities.
- • Guide customers through structured success plans that account for agency operating constraints, helping them move beyond minimum viable usage to unlock deeper and broader platform adoption.
- • Deliver Spare Partner Reviews (SPRs) to functional leaders, connecting platform usage data to measurable business and service outcomes to reinforce value and justify investment.
- • Identify expansion signals—including workflow gaps, service expansions, new grant funding, or staffing changes—and collaborate with Account Managers to convert these into qualified pipeline opportunities.
- • Build and nurture internal champions within customer organizations who advocate for continued and expanded use of Spare’s platform.
- • Synthesize platform usage data, stakeholder sentiment, and account context to proactively identify at-risk accounts and implement targeted remediation strategies before churn or contraction occurs.
- • Escalate churn or contraction risks to leadership with documented root causes, contributing factors, and recommended responses to protect revenue and renewals.
- • Maintain accurate, up-to-date customer data across CRM and customer-facing tools to ensure shared visibility and reliable reporting across teams.
- • Partner closely with Account Managers as a co-owner of account health, expansion strategy, and renewal outcomes, ensuring alignment between customer success and sales efforts.
- • Adhere to cross-functional processes and handoff standards with Implementation, Support, and Product teams to deliver a consistent and seamless customer experience.
- • Research and track each customer’s broader operating environment—including political pressures, budget cycles, and stakeholder dynamics—to inform account strategy and prioritization.
- • Document detailed stakeholder maps, account plans, and current platform usage across critical operational workflows to guide engagement and expansion.
- • Represent Spare’s product roadmap accurately and confidently in customer conversations, including with skeptical or change-resistant stakeholders.
- • Travel onsite to customer locations 1–2 days per week, with up to 30% additional travel required within Canada and the USA, including readiness for short-notice trips.
- • Communicate effectively with audiences of varying technical fluency, translating complex platform capabilities into clear, compelling narratives for non-technical decision-makers.
- • Remain resourceful and adaptable in a fast-paced startup environment, reprioritizing quickly in response to shifting customer needs and organizational dynamics.
- • Contribute structured product feedback to internal teams based on real-world customer operational constraints and priorities to influence product development.
- • Reinforce Spare’s competitive differentiation during renewal cycles and in the face of competitive pressure.
- • Ensure all customer interactions and account documentation reflect Spare’s Guiding Principles: Take Ownership, Growth Mindset, Execute with Urgency, Drive Results, No Assholes, and Customer-Obsession.
🎯 Requirements
- • Minimum of 5 years of experience in Customer Success within a SaaS environment
- • Experience managing multiple B2B and/or B2G customers, particularly in complex or multi-product settings
- • Demonstrated ability to build trusted advisor relationships with customers across multiple organizational levels
- • Experience working in a fast-paced startup or scale-up environment
- • 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
🏖️ Benefits
- • Purposeful work contributing to mission-driven mobility solutions impacting communities worldwide
- • Market-competitive pay with a competitive commission/bonus structure for Growth roles
- • Stock options to share in Spare’s growth and success
- • CA$200/month coworking membership allowance for remote employees
- • CA$1,000 home office allowance to support a productive work environment
- • Annual team offsite budget and CA$50/month socialization stipend for local team connections
- • Comprehensive health insurance and unlimited sick days
- • CA$500 per year Lifestyle Spending Account for reimbursement of education, wellness, transportation, and childcare/pet care expenses
- • Flexible PTO and company-wide shut-down days for rest and recharging
Skills & Technologies
Go
REST
Senior
Remote
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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