Customer Experience Manager

Zūm

. Serve as the day-to-day point of contact for assigned districts and build trusted relationships with transportation directors and district staff .

Posted 11/4/2026full-timeRemote • United StatesMid-LevelSenior💰 $115,000 - $145,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer experience and account management within the student transportation and logistics sectors, with a strong focus on relationship building, operational coordination, and performance tracking. Proficient in delivering executive-level presentations and managing multiple projects to meet district needs and success milestones.

Highest-signal resume keywords

Customer Experience ManagementAccount ManagementPresentation SkillsCross-Functional CoordinationData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Data AnalysisKPI TrackingOnboarding CoordinationRenewal PreparationService Gap Identification

Soft Skills

Exceptional OrganizationWritten CommunicationVerbal CommunicationRelationship BuildingFollow-Through

Tools & Technologies

Zūm CMX Platform

Industry Keywords

Student TransportationLogisticsSaaSService-Critical FieldDistrict-Level Roles

About the role

Key responsibilities & impact

Serve as the day-to-day point of contact for assigned districts and build trusted relationships with transportation directors and district staff
Build and deliver business reviews, launch decks, and board or leadership presentations
Partner with regional Operations and yard leaders to turn district requests and commitments into action
Own communication on open issues, service concerns, and requests, with timelines, status updates, and closure
Identify service gaps, document them, and route escalations to Operations, Technology, or Finance
Monitor account health and sentiment, flag churn risk, and execute account plans
Prepare renewal materials and support rebids, renewals, and expansion opportunities
Coordinate onboarding and launch activities for new districts
Train and support district staff and families on the Zūm CMX platform and drive usage
Track health scores and KPIs, including on-time performance, response times, and sentiment
Capture district feedback and share recurring themes with Product, Technology, and Operations
Meet success milestones including district onboarding, retention and renewal targets, improved performance metrics, and contributions to the CS playbook

Requirements

What you’ll need

5+ years in customer experience/success, account management, or district-level roles in student transportation, logistics, SaaS, or a similar service-critical field
Strong presentation skills, with experience building and delivering executive-ready materials to district leaders or boards
Proven ability to coordinate with operations teams and drive cross-functional work to completion
Exceptional organization and follow-through, with the ability to manage multiple districts and deadlines at once
Fluency with customer data, turned into weekly action
Exceptional written and verbal communication
Willingness to travel up to 80% within the region
Bachelor’s degree or equivalent experience

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
401(k)
Holidays
Wellness
Vacation
Equity or commissions may be included as additional compensation