**Who this is for** This role is for a proactive, ownership-oriented professional looking to manage K-12 school district relationships within a mission-driven t
Work type: remote
Location: Boston, Massachusetts, United States
Type: Full-time
**Who this is for** This role is for a proactive, ownership-oriented professional looking to manage K-12 school district relationships within a mission-driven tech environment focused on student transportation safety. **Key highlights** You will lead the full customer lifecycle, including onboarding, training, and renewal management. This position emphasizes a consultative approach to drive software adoption and account health rather than reactive support. **You might be a good fit if you...** - Have 2–4 years of experience in customer success, account management, or SaaS implementation. - Possess a strong ability to build trust and navigate relationships with diverse stakeholders, from transportation directors to administrators. - Demonstrate operational excellence in managing a portfolio, prioritizing tasks, and using data to prevent churn. - Are comfortable with up to 15% travel and thrive in a fast-paced, remote-first environment.
## Role Description
BusRight is seeking a mission-driven Customer Success Manager to own a portfolio of district relationships and ensure our partners get lasting value from the platform. Your work will directly improve the safety, efficiency, and reliability of student transportation for the communities we serve.
This is not a reactive support role. It is a position for someone who takes ownership, drives outcomes, and builds trust with the people they serve. You will manage onboarding and renewal processes, coach transportation directors and district staff through change, and take a proactive approach to adoption and account health.
## What You’ll Own
You will own a portfolio of district relationships and be responsible for driving the following measurable outcomes:
• Adoption and Engagement — Ensure BusRight is used consistently and meaningfully across district operations. Lead onboarding and training experiences that drive lasting behavior change, not just initial setup.
• Retention and Renewals — Manage your book of business with an eye toward revenue retention. Lead renewal conversations and flag expansion opportunities when the time is right.
• Churn Mitigation — Identify at-risk accounts early and apply targeted strategies to protect and strengthen the relationship.
• Stakeholder Relationships — Build trust with transportation directors, district administrators, and operations teams through regular engagement and data-driven check-ins.
## What You’ll Bring
• Ownership Mentality — You take responsibility for your accounts and don’t wait for someone else to solve the problem. You figure it out and get it done.
• Customer Instincts — You know how to run a meeting, ask the right questions, and build trust. You’re equally comfortable with a skeptical end user or a data-driven administrator.
• Operational Excellence — You stay organized across a full portfolio, use tools and data to prioritize, and never let things fall through the cracks.
• Consultative Approach — You guide customers toward the right path rather than just reacting to requests. You bring a point of view while making sure the customer feels heard.
• Growth Mindset — You move fast, learn constantly, and treat feedback as fuel.
## Qualifications
• 2–4 years of experience in a customer-facing role such as customer success, account management, or SaaS implementation
• Proven track record of managing a portfolio and driving retention
• K–12 or public sector experience preferred
• Strong communication and relationship-building skills
• Comfort and availability to travel up to 15% of the time
## Why BusRight
• Work on technology that directly impacts student safety and the communities schools serve
• Join a mission-driven team building the future of school transportation
• Flexibility of remote work with a culture built on trust, relationships, and collaboration
• Competitive compensation, equity, and benefits