About Token Transit

Token Transit lets people buy transit passes using their phones for over 160 transit agencies across North America. We sign contracts with public transportation agencies to provide an app, Token Transit, that transit riders can download and use for purchasing their transit passes. In addition, we provide trip planning apps, including Google Maps, Transit app, and Moovit, with a ticketing API that lets these apps place a “Buy Passes” button directly in their mobile apps so that riders can purchase public transit passes without downloading the Token Transit app. We also help organizations and institutions who distribute transit passes (universities, hospitals, social services, employers, etc) to digitize their existing paper flows and use mobile ticketing. Lastly, we offer hardware validation products and services on transit vehicles so riders can scan their passes enabling additional beyond mobile solutions.

About the Customer Success Manager Role

Token Transit works with over 160 transit agencies, meaning we get many questions, comments, and other inquiries every day. As a Customer Success Manager, you will be our first line of defense to respond to all transit agency customer inquiries (i.e. ZenDesk tickets). In addition to managing communications with existing agency customers, you will own the onboarding and lifecycle process for newly signed small to medium transit agencies, from kickoff to go-live to go-public to account reviews.

Responsibilities

• Launch newly signed small to medium transit agencies, from kickoff to go-live and support your customer portfolio through their entire life cycle including defining success metrics, milestones, and account reviews with the customer.
• Provide concierge support for any transit agency customer inquiries (i.e. fare modification requests via ZenDesk tickets)
• Help our agencies rapidly & accurately resolve any issues they may have when using Token Transit
• Improve and iterate on our existing transit agency staff FAQ’s, knowledge base articles, and support processes. Produce and maintain customer training materials.
• Collaborate with Engineering, Product Management, Rider Growth, and other cross-functional peers on specific user-impacting issues
• Understand and prioritize transit agency technology needs to ensure the features and tools developed to deliver value to our customers
• Share and empower our transit agency customers with best practices, peer agency connections, and a depth of knowledge in transit and transit ticketing.

About You

• You have 3+ years of experience working for a public transit agency/DOT, transportation consulting, or enterprise SaaS in the B2B civic tech space (preferably in the urban planning/transportation/transit space with government customers)
• You are passionate about the transportation space including sustainable, equitable, safe, affordable, accessible and efficient modes of travel.
• You are very comfortable working with a wide range of personality types and feel comfortable picking up the phone to cold call partners and resolve issues.
• You are an entrepreneurial self-starter who can build and improve existing processes with little oversight and direction.
• You have managed a high-value customer portfolio or managed high-value projects
• You are very analytical and love dashboards, metrics, and data.
• You are a tireless investigator. When an issue arises, you own it until resolution.
• You hear challenges from others and have a burning desire to solve them. You stay calm and seek creative ways to deliver solutions.
• You have a fascination with communities of all sizes: large and small, rural and urban.
• You are a strong communicator and are energized by spending the day speaking with and listening to our customers.

Why you should join Token Transit

At Token Transit, we believe that transportation must be accessible, affordable and efficient for everyone. We started Token Transit to partner with cities to help them expand accessible, affordable and efficient transportation access from the city bus or subway to bikeshare, rideshare and beyond. Token Transit, based in San Francisco, CA, is currently a team of nine, with roles split between agency sales, customer success, ridership growth and engineering. We are a remote-friendly company and we also value in-office collaboration and growth therefore we will give preference to candidates located in the San Francisco Bay Area for this role.