Customer Success Manager

flexigo is an AI-first SaaS platform for closed-network mobility, and they are seeking a Customer Success Manager to anchor a strategic portfolio of enterprise and university accounts. The role involves owning relationships with key customers, driving measurable outcomes, and deploying advanced AI modules to enhance customer experience.

Responsibilities:

• Own strategic enterprise relationships
• Be the named day-to-day point of contact for our largest enterprise accounts, including those with multi-site US footprints
• Lead onboarding, deployment, and adoption — from kick-off through steady-state operations
• Run quarterly business reviews, manage SLAs, handle escalations, and produce the operational reporting that planning, operations and security teams expect
• Identify and surface expansion opportunities — additional sites, additional modules — and partner with the leadership team on commercial conversations
• Drive measurable customer outcomes
• Build and maintain executive relationships across the customer base — from transport directors to CFOs to sustainability leads
• Drive measurable results: ridership growth, cost reduction, mode shift, compliance reporting (emissions / ADA), employee and rider satisfaction
• Translate customer needs into product requirements, working directly with engineering on roadmap prioritization
• Deploy and scale our AI modules in production
• Lead the rollout of flexigo’s AI voice agent and chatbot modules across the customer base — from knowledge-base build-out, to pathway design, to go-live and tuning
• Instrument every deployment: conversation resolution rates, deflection, CSAT, hours saved — and turn the data into expansion narrative and pricing leverage
• Build the playbook
• As one of our leading enterprise CSMs, you’ll codify how we onboard, deploy, expand, and retain enterprise accounts — creating the playbook the next CSMs (human or agentic) will run
• Partner with sales and operations on demos, PoCs, and pre-sales technical scoping when needed

Requirements:

• 4–5+ years in customer success, strategic account management, or enterprise program management — ideally in B2B SaaS, mobility, facilities, workplace services, or operational software
• You've owned Fortune 500 or large-university accounts
• You've led QBRs, navigated complex procurement and security reviews, written and defended SLAs, and managed your share of escalations with grace
• US-based and willing to travel to customer locations as the portfolio requires
• Excited about applied AI — not as a buzzword, but as something you'll actually deploy, tune, and defend in production
• High EQ, low ego, a genuine 'I'll figure it out' instinct — and the operational instinct to know when to escalate and when to handle it yourself
• Bonus: experience working with or alongside major workplace and facilities management partners
• Bonus: background in corporate or campus mobility — shuttle, vanpool, parking, TDM, microtransit, or related operational software
• Residing in or around the greater San Francisco Bay Area is a plus