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About the role
- VP Customer overseeing partner success and operational excellence at Spare, a public transit software company. Leading multiple teams to enhance customer experiences and drive measurable outcomes.
Responsibilities
- Champion partner success by ensuring every customer achieves measurable outcomes from Spare’s platform, from go-live to multi-year expansion.
- Build world-class service teams across Launch, Partner Success, and Support that operate with precision, empathy, and speed.
- Make Spare the most trusted partner in transit by driving reliability, responsiveness, and impact at every customer touchpoint.
- Own the full customer lifecycle, from onboarding and implementation through retention and expansion.
- Define the long-term vision and operating model for all customer-facing functions.
- Translate customer insights into company priorities and advocate for their needs in leadership discussions.
- Partner with Product and Engineering to close the loop between customer feedback and product improvements.
- Develop scalable processes that foster consistency and predictability across customer-facing functions.
- Establish clear KPIs, such as time-to-launch, NPS, NRR, retention, and support SLAs, and ensure accountability to them.
- Design seamless transitions between Sales, Launch, Partner Success, and Support to maximize adoption and satisfaction.
- Own and improve customer health, renewals, and expansion revenue.
- Identify at-risk accounts early and coordinate proactive recovery plans.
- Lead and grow a high-performance team across all customer-facing functions.
- Hire and develop exceptional leaders who raise the bar for execution and service.
Requirements
- Located in Metro Vancouver (or willing to move to Metro Vancouver), willing to be in-office regularly (hybrid role minimum 3 days a week in office) and collaborate deeply with Sales and Exec team.
- Functional expertise: Deep understanding of customer success, implementation, and support in complex B2B SaaS or GovTech environments.
- Operational rigour: Systems thinker who designs scalable processes without sacrificing quality.
- Empathy & communication: Builds trust with customers and internal teams; handles complexity with clarity.
- Data-driven leadership: Uses metrics to diagnose issues, prioritize initiatives, and measure impact.
- AI fluency: Understands the power of automation and stays up to date with the latest advances in AI in order to elevate customer outcomes.
- Ownership: Takes full accountability for outcomes and builds durable, self-sustaining systems.
- Cross-functional influence: Aligns Product, Engineering, and Sales around customer success.
- Cultural fit: Thrives in a high-performance, feedback-driven environment focused on impact.
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