Customer Success Manager

About CharterUP

We aim to be the leading charter bus platform in the world and are looking for talented and ambitious people that want to be along for the ride! We are disrupting the massive and highly fragmented bus industry by using our proprietary technology to seamlessly connect bus companies to customers (businesses, non-profits, and governments). By promoting group travel, we can reduce the transportation industry's carbon footprint and help make our planet greener. We are achieving success by delighting our people, our customers, and our bus partners.

About this role

We are looking for a smart, caring Customer Success Manager (CSM) to join our team! This role's core focus is to help find chartered transportation solutions for our client's group travel needs by leveraging our cutting-edge, marketplace technology. Clients include companies (including Fortune 500s), governments, sports teams, non-profits, and individuals across North America. This role handles phone-based, high-intent, high-velocity, transactional inside leads. Absolutely no cold calling involved. The role is an entryway into our enterprise sales team, which handles complex, long lead time sales.

1st Year Compensation

• $107,000 OTE

What You’ll Do

• Leave a refined, knowledgeable, and caring first impression with all potential clients
• Encourage organizations and individuals to book chartered bus transportation on our platform
• Teach potential customers about the amazing benefits of utilizing our technology
• Intimately understand clients and their scope of work to build out accurate trip quotes
• Gain exposure to a wide array of clients, industries, and transportation scenarios
• Be an authority source on the bus industry

What You’ll Need

• Ability to elicit trust from clients through a professional tone and impeccable manners
• Articulate and concise communication style coupled with great listening skills 
• Conscientious approach to duties and responsibilities 
• Relentless work ethic, mental toughness, and focus
• Passion for CharterUP's mission and intellectual curiosity about CharterUP's business
• Logical foundation to understand underlying fundamentals of a problem
• Extroverted and agreeable personality when dealing with clients
• Creativity to handle never-before-seen situations smoothly
• Outstanding academic credentials from a top national university or standout corporate experience

Location

We are fully remote until the pandemic subsides. Post pandemic, employees can continue to work remotely full-time or on a hybrid schedule from one of CharterUP's offices in Atlanta, New York City, San Francisco, or Austin (2-3 times a week in the office during spring and fall; winter and summer fully-remote).

Team Application Process

1. Candidate submits CharterUP online application
   • Resumes encouraged to be at most one page in length
   • Answers to all initial application questions thoroughly reviewed
2. Initial evaluation
   • Brief general aptitude assessment (Wonderlic)
   • Intro interview
3. Interviews
   • Quantitative reasoning
   • Behavioral and cultural
   • Meeting with CEO
4. Offer
   • Thorough background and reference checks prior to formal offer

CharterUP Principles

At CharterUP, we don’t compromise on quality. We hire smart, high-energy, trustworthy people and keep them as motivated and happy as possible. We do that by adhering to our principles, which are:

1. Customer First
   • We always think about how our decisions will impact our clients; earning and keeping customer trust is our top priority
   • We are not afraid of short-term pain for long-term customer benefit
2. Create an Environment for Exceptional People
   • We foster intellectual curiosity
   • We identify top performers, mentor them, and empower them to achieve
   • Every hire and promotion will have a higher standard
3. Everyone is an Entrepreneur / Owner
   • No team member is defined by their function or job title; no job is beneath anyone
   • We do more with less; we are scrappy and inventive
   • We think long-term
4. Relentlessly High Standards
   • We don’t accept “that’s how it’s always been done”; we constantly innovate and question established routines to improve processes
   • We actively push to be proved wrong and welcome different ideas; the best idea wins
   • We don’t compromise on quality
5. Clarity & Speed
   • When in doubt, we act; we can always change course
   • We focus on the key drivers of a process that will deliver the most results
6. Mandate to Dissent & Commit
   • We are confident in expressing our opinions; it is our obligation to express our disagreement
   • Once we decide, we enthusiastically move together in the agreed upon direction