{"id":3764870,"url":"https://alion.io/job/zum-customer-experience-manager","title":"Customer Experience Manager","company":{"id":685702,"name":"Zum","domain":"ridezum.com","url":"https://alion.io/company/ridezum-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":79,"open_postings":6,"ghost_share":0,"stale_share":0.833,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":115000,"max":145000,"currency":"USD","period":"year","gross":null,"usd_annual":145000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-03T00:10:19Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-08T00:40:48Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Who You Are:\nZūm provides safe, reliable, technology-enabled student transportation for school districts. As we launch new districts and deepen existing partnerships, we’re hiring a Customer Experience Manager to own the district relationship once the contract is signed.\nYou’ll be the day-to-day partner for transportation directors and district leaders in your region. That means working side by side with Operations to deliver on our commitments, staying on every issue until the district confirms it’s resolved, and presenting results to district leadership and boards. You’ll also spot risk early and lead renewal conversations. This is a hands-on role for someone who is organized, responsive, and just as comfortable in the district office as in the yard.\nWhat You'll Do:\nDistrict partnership: Serve as the day-to-day point of contact for assigned districts, building trusted relationships with transportation directors and district staff.\nPresentations and reporting: Build and deliver business reviews, launch decks, and board or leadership presentations that clearly communicate performance, progress, and next steps.\nExecution with Operations: Partner daily with regional Operations and yard leaders to turn district requests and commitments into action and confirm they are completed.\nDirect follow-up: Own communication back to districts on open issues, service concerns, and requests, with clear timelines, status updates, and closure.\nEscalations: Identify service gaps early, document them, and route them to Operations, Technology, or Finance. Keep the VP informed on high-risk accounts.\nRetention: Monitor account health and sentiment, flag churn risk early, and carry out account plans set with the VP.\nRenewals and growth: Prepare renewal materials and support Ops and Sales on rebids, renewals, and expansion opportunities.\nOnboarding: Coordinate launch activities for new districts, including readiness checklists, dry runs, and district and family communications.\nTechnology adoption: Train and support district staff and families on the Zūm CMX platform and drive usage.\nMetrics and reporting: Track health scores and KPIs, including on-time performance, response times, and sentiment, and turn them into weekly action.\nVoice of customer: Capture district feedback and share recurring themes with Product, Technology, and Operations.\nWhat Success Looks Like:\nFirst 30 days: Learn the product, shadow handoffs, and meet your assigned districts and regional Ops leads.\nFirst 90 days: Establish strong rapport as district thought partner, run kickoffs or take over existing accounts, with a success plan in place for each district.\n First year: Hit retention and renewal targets, improve on-time performance and response metrics in your region, and contribute to the CS playbook.\nWhat You Bring To Zūm:\n5+ years in customer experience/success, account management, or district-level roles in student transportation, logistics, SaaS, or a similar service-critical field.\nStrong presentation skills, with experience building and delivering executive-ready materials to district leaders or boards.\nProven ability to coordinate with operations teams and drive cross-functional work to completion.\nExceptional organization and follow-through, with the ability to manage multiple districts and deadlines at once.\nFluency with customer data, turned into weekly action.\nExceptional written and verbal communication.\nWillingness to travel up to 80% within the region.\nBachelor’s degree or equivalent experience.\nThe targeted base salary range for this role is listed in the compensation section below. Actual salary may be above or below this range based on factors such as location, skills, and relevant experience. In addition, this position may include additional compensation in the form of equity or commissions. If you are a full-time salaried or hourly worker, we offer the following benefits: Medical, Dental, Vision, 401(k), Holidays, Wellness, Vacation, and more. The targeted pay range for this role in US CA is: $115,000 to $145,000","description_format":"text","description_chars":4055,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Public Transport"],"lifecycle":[{"event":"open","at":"2026-11-04T19:42:24Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":48,"reasons":["conf:1","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":{"stated_usd_annual":145000,"is_top_pay":true},"html_url":"https://alion.io/job/zum-customer-experience-manager","json_url":"https://alion.io/job/zum-customer-experience-manager.json","meta":{"generated_at":"2026-11-08T01:21:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2971,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":685702},"rest":"https://alion.io/mcp/rest/get_company?id=685702"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzum-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzum-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzum-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zum-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzum-customer-experience-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3764870}},{"tool":"search_jobs","arguments":{"company":"ridezum.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3764870},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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