Partner Success Manager

Transit agencies are the unsung heroes of cities. And we’re honoured to be their trusted sidekick. With over 180 transit agency partners and a circus tent full of agency products (like automatic detour detection, enhanced transit ETAs, and rider surveys), we help transit agencies improve the experience for millions of riders who use our app.

As part of our service delivery team, you’ll help them get the most out of our partnership — responding to agency comments and concerns and suggestions, and championing their voice within Transit. In a single week, you’ll troubleshoot GTFS data bugs, put out digital fires (whenever a system is snagged by disruptions), and be the liaison between agencies and Transit for all sorts of issues. From the most basic feature, to tap-reducing tips for inquisitive superusers. You’ll be on the phones, on the emails, and sometimes on the planes (for occasional conferences) to build and maintain close relationships with agency partners and across different Transit teams.

📝 Responsibilities

• You’re in charge once the train leaves the station. Once a partnership launches, you’ll own the relationship with the respective agencies and mobility partners
• Make sure transit agency partners are getting all the bangs for their bucks by being their first line of defense for issues. You’ll also be their trusted confidant for feature requests, questions, and concerns, and partnership improvements
• Make partners love us. You’ll use regular calls and emails as a way to build rapport and trust, and develop a sixth sense for anticipating agency issues — ones that Transit can solve with software before anyone else
• Keep agencies informed. You’ll develop a mastery of our features and enterprise tools (including our unreleased ones 🤫). You’ll know each partner agency’s core strengths and areas for improvement, and anticipate how Transit can leverage those strengths and speed along those improvements
• Be the eyes and ears for our partnerships team by sharing insights on agency operations, anticipating needs, and recommending solutions that set us up for successful long-term agency partnerships
• Educate agency staff and make it easy for them to help themselves. You’ll handhold agencies when it’s necessary to get them up to speed, share best practices, and answer their frequently-asked questions
• Develop strong ties across Transit’s organization, particularly with our user support team, comms commandos, transit data integrators and web/mobile devs, so we can resolve technical and non-technical challenges with speed and aplomb
• Above all else: be the voice of agency partners within the company! The service delivery team is responsible for amplifying the ‘Voice of the Customer’ within Transit. Your role will make you the voice of some VIP customers (e.g. an agency’s Director of Marketing or Head of Customer Experience). You’ll champion their needs in internal  discussions, and be Transit’s eyes and ears for strategic developments within partner organizations

✅ Requirements

• At least 5-6+ years in B2B or B2C support, customer success, account management, consulting, and/or the gumption to convince us that you’d be great for the job
• You love meeting new people, and can make friends with everyone — from boomer dads to young urban mobility professionals to our belovedly righteous NUMTOT fanbase
• You can read rooms, chat up the right people, convince them to tell you what they really think
• You’re an empath™ attuned to the highs and lows that folks around you are feeling, with a knack for knowing when (and how) to help
• You’re passionate about teaching, explaining, and presenting
• Excellent written and verbal communication skills in French and English (95% of our transit agency partners are outside of Quebec)
• Tech-savvy: you don’t need to code, but you must be able to fluently explain all of Transit’s various bells and whistles
• You’re not afraid of Excel or playing around with data, graphs, and charts
• Passion for urbanism: you find cycling glamorous, you can navigate your city’s public transit system without a map, and you believe free parking should only ever exist on a Monopoly board
• This position is located in Montreal. We strongly prefer candidates currently in Montreal or who are willing to relocate to the bagel capital of the world

💯 Would be nice if

• Polyglot! The more languages you can speak, write and understand, the better
• Startup experience: at Transit, life comes at you fast. You’ll have to work well under uncertainty, imperfect information, and goal posts that will occasionally shift
• 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.)

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

$85 000 - $110 000 CAD per year, based on experience

• Stock options
• Comprehensive medical and dental coverage
• 5 weeks vacation
• Four-day work week at full-time salary (yes, you read that right)
• Apple laptop and equipment
• $1,600 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!
• Flexible work hours
• 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

👨‍💻 A note on diversity

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

Send your resume to [email protected] along a quick summary of who you are and why you’re interested in the role. 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.

PPS: Unfortunately, we don't accept in-person applications or singing telegrams. Make your application sing instead!