Partner Success Lead

Montreal, QC, Canada

$ 150.000 - 200.000

Remember the days when we were just a little green app with a squiggly icon? In the last few years, we’ve put some muscle on those squiggles: we’re now partnered with over 100 transit agencies across North America, Europe and Middle Earth (New Zealand). We’re their riders’ favourite app, and our partnerships give those riders even more reasons to sing from the bus tops: with dedicated support, better transit data, real-time detours, mobile tickets, rider surveys that collect feedback on the metrics that agencies care about… and more. So much more.

100+ agencies means 100+ relationships to nurture — as our Partner Success Lead, you’ll make sure our fabulous partners are kept happy, and that their riders are kept ecstatic.

In your day-to-day, you’ll manage our success managers as they onboard new agencies and give them the Transit 101 (and 102 and 201 and eventually their Transit PhD). You’ll help answer questions about our app and agency tools, and conduct regular check-ins to figure out how we can be a better partner to our partners. You’ll be the primary point of contact between Transit and the outside world, working between external transit agency contacts and our internal design, policy, partnerships, marketing, and service delivery teams.

In your month-to-month, you’ll help our product team identify opportunities to help transit agencies with new in-app (and behind-the-scenes) features. You’ll dust off your detective hat to figure out what’s working for agencies and what needs further refinement — everything from testing new ETA predictions, to refining our partner lifecycle strategy.

In your year-to-year, you’ll see Partner Success projects you spearheaded begin toscale to all of our agencies. In the close-your-eyes-and-peer-into-the-distant-future? You’ll restore riders’ confidence in their city’s public transit system, thanks to seamless agency collaboration, new agency tools and in-app features, and processes that turn rider feedback in the app into better transit on the ground.

Be the “O Captain! My Captain!” of the Partner Success team

Champion the voice of transit agencies within the company

Work with sibling teams in the Service Delivery organization

Manage direct reports, help them realize their potential, and put their trams back on-course whenever they veer gingerly off the rails

Develop our Partner Success management pipeline: from onboarding new partners, to developing metrics, to regularly tracking and vibe-checking the partner relationship

Make sure transit agencies like us! Keep tabs on their hopes, dreams, goals, and desires. Be a good partner. When a contract comes up for renewal? Their pens should be leaping out of their pockets.

Read between the lines. The world is a Jane Austen novel, after all. You should be able to navigate relationships, anticipate plot twists, and find attractive solutions to seemingly intractable problems.

Put the pedal to the bus metal: find out what initiatives are working, scale them to more agencies, and help out your teammates by whittling out inefficiencies that are slowing down the caboose.

Develop a sixth sense for growth opportunities: what projects are a hit with partners and worthy of more attention?

Work collaboratively with Transit’s design and technical teams to provide critical feedback from our biggest partners, and rally the relevant teams to make product improvements

Advocate for riders with our agency partners. You’ll help agency staff slice through the jungle bush of bureaucracy and internal processes so that their riders get the very best of the best.

You’ve coached teams in a company with a rocketship (or rocketbus) trajectory — especially one with a rapidly-growing roster of partners.

You have 3 years of experience in a “client-facing account management” or “customer success management” role at a tech or tech-adjacent company.

You’ve got a stacked stat sheet of operational excellence (KPIs, process improvement, etc.)

You're an operator's operator. You know how to nail down and evolve internal processes and partner management strategies. You’re customer-focused and can balance the needs of partners with the needs of the business.

You have experience working in the public sector or with government partners. (You don’t need to have worked at a transit agency, but it would be a giant plus.)

You have relationship savvy and a good intuition for emotions — which makes it easier for you to handle sensitive discussions and navigate multiple/competing partner engagements

You like people. You’ll be spending the majority of your time working with various internal and external teams, building and cultivating relationships throughout transit agencies. When it comes to herding diverse teams and getting them to work together toward a partners’ goals? This ain’t your first rodeo.

You can handle the big picture without losing sight of the tiny details.

You are so detail-oriented, in fact, that you’ll put “a wild detour appeared” in the subject line when you apply for this position

You’re organized, always on top of your deadlines, and a role model for your direct reports.

Problem solver. You’ll go above and beyond to empower our transit agency partners, remove obstacles, and ensure their riders get nothing but the very best.

Impeccable English. 95% of our business involves partners in the US, English Canada, and other countries who conduct their business in Joni Mitchell’s mother tongue. However, in an ideal world, you’d be à l’aise belting out your jazz standards in French like Édith Piaf.

Would be nice if… You live in Montreal or would like to

You know how to make a CRM system sing for its supper, and then some

You love cities

Don’t feel like all the requirements apply to you but you still think you’d be a great fit for Transit? Don’t hesitate to apply!

Compensation and benefits $90,000 CAD - $110,000 CAD per year, based on experience

Cost of living adjustments are possible for employees who are not based in Montreal

Stock options

Comprehensive medical and dental coverage

Four-day work week at full-time salary (yes, you read that right)

Apple laptop and equipment

$1,500 annual mobility allowance. STM? BIXI? Uber? E-bike? Scooter? Going car-free is free at Transit.

A training and development budget

Generous maternal/paternal/parental leave policy. Gotta fill out our tandem bicycles somehow!

Spend your days surrounded by first-rate teammates and the best view of Montreal and/or [insert exotic Zoom background]

When you’re in the office: you’ll be in urbanist heaven, surrounded by Mile End’s urban gardens, bike paths, BIXI docks, bus stops, a metro station, and limitless restaurants… cafés… bars… concert halls… bagel boutiques…

Communal lunch-and-learn with free food in the office each week

Public transit is used by overwhelmingly more women and people of colour than other modes of transportation. We try to make sure the diversity of our users is reflected in the team that serves them. Because when we include people of all races, genders, sexual orientations, ages, and identities — we end up building a better app for everyone who uses Transit.

We encourage candidates of all ages, genders, origins and orientations to apply. If you’d like to specify which pronouns you use, feel free to include that in your application email.

And if your lived experience has given you a unique perspective on all things transportation, mobility, accessibility, urbanism? Let us know, and we’ll make sure your application gets the attention it merits.

How to apply Shoot us an email at [email protected] with a CV, quick summary of who you are and why you’re interested in working at Transit. We look forward to meeting you!

PS: When you apply, let us know how you heard about the position! Whispers, grapevines, middle-of-the-night Google searches? We’re dying to know.

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