layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Senior Customer Success Manager at Spare

Product Proficiency: Develop and maintain a confident command of Spare's full product suite, staying current on new functionality, roadmap direction, and how products interrelate across the platform
Translate platform capabilities into operational outcomes that resonate with government transit organizations, connecting features to their metrics of success, desired outcomes and compliance requirements that drive their decisions
Help customers move beyond minimum viable usage by clearly articulating the value of deeper and broader platform adoption
Represent Spare's product direction accurately and confidently in customer conversations, including with skeptical or change-resistant stakeholders
Deep Customer Understanding: Invest in understanding how your customers' organizations work, how they operate, who holds influence, what external pressures they face, and what success looks like at both the operational and political level
Research and track each customer's broader operating environment and factor these into account strategy
Document stakeholder maps, account plans, and current platform usage across critical operational areas and workflows
Surface structured product feedback to internal teams that reflects real customer operational constraints and priorities
Adoption, Value Realization, and Expansion: Guide customers through structured success plans aligned to shared objectives and realistic milestones given agency operating constraints
Deliver Spare Partner Reviews (SPRs) with functional leaders that connect usage data to measurable business and service outcomes
Identify expansion signals within day-to-day engagement, workflow gaps, service expansions, new grant funding, staffing changes and collaborate with Account Managers to translate those signals into pipeline
Build trusted internal champions within customer organizations who understand the value of the platform and can advocate for continued and expanded usage and investment
Protection of Revenue: Synthesize platform usage data, stakeholder sentiment, and account context to identify and prioritize at-risk accounts early
Diagnose adoption and value gaps and implement targeted remediation strategies before risk escalates
Escalate churn or contraction risk to leadership with clear documentation of root cause, contributing factors, and recommended response
Reinforce Spare's competitive differentiation and platform value during renewal cycles and when competitive pressure arises
Ecosystem and Operational Excellence: Maintain accurate and current data across CRM and customer-facing tools to support shared visibility and reliable reporting
Partner closely with Account Managers as a co-owner of account health, expansion strategy, and renewal outcomes
Adhere to cross-functional processes and handoff standards across Implementation, Support, and Product to deliver a consistent customer experience
Other aspects of this job: Mandatory travel within Canada and the USA for onsite visits (up to 30%)
Must be OK with travel on short notice; ideally should live within 1.5 hours of an international airport

Senior Customer Success Manager

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