Customer Experience Manager

Zūm provides technology-enabled student transportation for school districts. The Customer Experience Manager owns district relationships after contract signing, coordinating service delivery, issue resolution, retention, renewals, onboarding, and adoption of the Zūm CMX platform.

Responsibilities:

• District partnership: Serve as the day-to-day point of contact for assigned districts, building trusted relationships with transportation directors and district staff
• Presentations and reporting: Build and deliver business reviews, launch decks, and board or leadership presentations that clearly communicate performance, progress, and next steps
• Execution with Operations: Partner daily with regional Operations and yard leaders to turn district requests and commitments into action and confirm they are completed
• Direct follow-up: Own communication back to districts on open issues, service concerns, and requests, with clear timelines, status updates, and closure
• Escalations: Identify service gaps early, document them, and route them to Operations, Technology, or Finance. Keep the VP informed on high-risk accounts
• Retention: Monitor account health and sentiment, flag churn risk early, and carry out account plans set with the VP
• Renewals and growth: Prepare renewal materials and support Ops and Sales on rebids, renewals, and expansion opportunities
• Onboarding: Coordinate launch activities for new districts, including readiness checklists, dry runs, and district and family communications
• Technology adoption: Train and support district staff and families on the Zūm CMX platform and drive usage
• Metrics and reporting: Track health scores and KPIs, including on-time performance, response times, and sentiment, and turn them into weekly action
• Voice of customer: Capture district feedback and share recurring themes with Product, Technology, and Operations

Requirements:

• 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
• Bachelor's degree or equivalent experience