Customer Success Manager

CharterUP aims to be the leading charter bus platform in the world and is looking for people that want to be along for the ride. We are disrupting group travel by utilizing our cutting-edge technology to connect supply-side operators to demand-side businesses, non-profits, and governmental entities. We strive towards a greener future by having as many enthusiastic customers as possible.

Don't miss the bus!
  
We are looking for a Customer Success Manager to join our team!
 
What you’ll do
  • Build rapport and long-term relationships with CharterUp’s customer contacts to increase the life-time value of assigned accounts
  • Discover opportunities to expand customers’ usage of services
  • Communicate effectively between Operations, third party providers, and customers to certify that customer itineraries are accurately quoted and delivered
  • Manage customer expectations during the sales process and during customer trips
  • Maintain communication with customers in between trips to keep our brand top of mind
  • Mediate between Customers, Operations, and third-party providers to resolve customer complaints
  • Remain in compliance with company policies and procedures
 
What you’ll need
  • 1-3 years of Customer Success experience at a fast-growing startup
  • Proven ability to build rapport, negotiate, and maintain relationships
  • Propensity to remain calm, reasonable, and productive under pressure
  • Capacity to service requests outside of normal business hours when customers need assistance
  • High positive energy and relentless work ethic 
  • Superb organizational skills and ability to prioritize competing requests 
  • Impeccable phone presence and professional manners
  • Outstanding academic credentials from a top national university

At CharterUP, we don’t compromise on quality. Our goal is to hire smart, high-energy, trustworthy people and keep them as motivated and happy as possible. Part of this is done through: 
  • An open door policy for senior executives 
  • An environment where team members make memes, laugh, and have fun while maintaining the highest level of client-facing professionalism 
  • Comprehensive base medical coverage for team members fully paid by CharterUP 
  • Company sponsored 401(k) plan and insurance options 
  • Free meals and a fully stocked pantry 
  • Cutting edge equipment, software tools, and incredibly comfortable chairs 
  • A beautiful office in Buckhead within walking distance of MARTA 
  • Opportunities to grow professionally via mentoring, seminars, and conferences
 
CharterUP Principles 
 
  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 

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