Customer Experience Manager

Customer Support Full-time About Zūm: Zūm is revolutionizing mass mobility with its Connected Mobility Experience (Zūm CMX™) system that connects and coordinates people, vehicles, and operations in real time. In the $50 billion student mobility market – the largest segment of the mass mobility industry – Zūm CMX is transforming a daily source of anxiety and disruption into a reliable, transparent, and efficient mobility experience for students and families. Today, more than 7,500 schools rely on Zūm CMX. Recognized globally for its innovative approach and operational execution, Zūm has been named to Fast Company’s World’s Most Innovative Companies, CNBC Disruptor 50 and Changemakers, the World Economic Forum, and the Financial Times’ Fastest Growing Companies lists. Zūm is backed by leading investors including Sequoia Capital, GIC, TPG, and Softbank. Who You Are: Zūm provides safe, reliable, technology-enabled student transportation for school districts. As we launch new districts and deepen existing partnerships, we’re hiring a Customer Experience Manager to own the district relationship once the contract is signed. You’ll be the day-to-day partner for transportation directors and district leaders in your region. That means working side by side with Operations to deliver on our commitments, staying on every issue until the district confirms it’s resolved, and presenting results to district leadership and boards. You’ll also spot risk early and lead renewal conversations. This is a hands-on role for someone who is organized, responsive, and just as comfortable in the district office as in the yard. What You'll Do: District partnership: Serve as the day-to-day point of contact for assigned districts, building trusted relationships with transportation directors and district staff. Presentations and reporting: Build and deliver business reviews, launch decks, and board or leadership presentations that clearly communicate performance, progress, and next steps. Execution with Operations: Partner daily with regional Operations and yard leaders to turn district requests and commitments into action and confirm they are completed. Direct follow-up: Own communication back to districts on open issues, service concerns, and requests, with clear timelines, status updates, and closure. Escalations: Identify service gaps early, document them, and route them to Operations, Technology, or Finance. Keep the VP informed on high-risk accounts. Retention: Monitor account health and sentiment, flag churn risk early, and carry out account plans set with the VP. Renewals and growth: Prepare renewal materials and support Ops and Sales on rebids, renewals, and expansion opportunities. Onboarding: Coordinate launch activities for new districts, including readiness checklists, dry runs, and district and family communications. Technology adoption: Train and support district staff and families on the Zūm CMX platform and drive usage. Metrics and reporting: Track health scores and KPIs, including on-time performance, response times, and sentiment, and turn them into weekly action. Voice of customer: Capture district feedback and share recurring themes with Product, Technology, and Operations. What Success Looks Like: First 30 days: Learn the product, shadow handoffs, and meet your assigned districts and regional Ops leads. First 90 days: Establish strong rapport as district thought partner, run kickoffs or take over existing accounts, with a success plan in place for each district. First year: Hit retention and renewal targets, improve on-time performance and response metrics in your region, and contribute to the CS playbook. What You Bring To Zūm: 5+ years in customer experience/success, account management, or district-level roles in student transportation, logistics, SaaS, or a similar service-critical field. Strong presentation skills, with experience building and delivering executive-ready materials to district leaders or boards. Proven ability to coordinate with operations teams and drive cross-functional work to completion. Exceptional organization and follow-through, with the ability to manage multiple districts and deadlines at once. Fluency with customer data, turned into weekly action. Exceptional written and verbal communication. Willingness to travel up to 80% within the region. Bachelor’s degree or equivalent experience. The targeted base salary range for this role is listed in the compensation section below. Actual salary may be above or below this range based on factors such as location, skills, and relevant experience. In addition, this position may include additional compensation in the form of equity or commissions. If you are a full-time salaried or hourly worker, we offer the following benefits: Medical, Dental, Vision, 401(k), Holidays, Wellness, Vacation, and more. The targeted pay range for this role in US CA is: $115,000 to $145,000 Zūm Services, Inc. and all its subsidiaries provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.