Customer Experience Manager (CXM)

We’re hiring a Customer Experience Manager (CXM) to join BusRight — a fast-growing transportation tech company backed by investors from Uber, SpaceX, and Notion — to help scale magical customer experiences. The core responsibility of this role is to maximize usage of our amazing product.

More than 26 million students ride ~500,000 school buses to and from school every day. Behind that operation are passionate, hardworking transportation leaders — often managing complex logistics with outdated tools. We’re on a mission to make school transportation safer and more efficient for families, schools, and communities nationwide through advanced routing technology, dynamic driver navigation, live GPS tracking, and real-time parent communication.

As a CXM, you’ll serve as the BusRight “Concierge” — the trusted partner for your customers from onboarding through long-term growth. You’ll build real relationships with School Transportation Directors, Routers, Drivers, and Superintendents. Some days that means running executive reviews. Other days it means troubleshooting a tablet shoulder-to-shoulder or celebrating a district milestone with a handwritten note.

You’ll own onboarding and implementation, drive adoption across entire transportation teams, advocate for customer feedback internally, and help us build scalable systems as we grow. In some cases, you may partner with a Customer Experience Associate (CXA), guiding priorities and ensuring every customer interaction feels thoughtful, responsive, and human.

Responsibilities

• Spend at least 4 hours per day on the phone with customers in trainings, onboardings, support intake, and just sharing a laugh with transportation directors around the country
• Own customer onboarding and implementation, managing multiple projects simultaneously
• Serve as the primary point of contact and trusted partner for assigned accounts
• Build deep relationships across stakeholder groups — from drivers to superintendents
• Lead product training sessions and drive adoption across entire organizations
• Provide hands-on support via phone and email — from “Why won’t this route save?” to tablet troubleshooting
• Monitor account health, usage, and sentiment to proactively mitigate risk
• Conduct regular check-ins and quarterly account reviews
• Collaborate closely with Product, Engineering, Support, Sales, and Operations to advocate for customer needs
• Translate customer feedback into actionable insights for the broader team
• Maintain clear documentation and follow-through
• When paired with a CXA, provide guidance, delegation, and mentorship to ensure high-quality execution.

Requirements:
What We’re Looking For

• This role is primarily remote. However, employees located within commuting distance of a BusRight office or hub may be expected to work from the office on a hybrid basis from time to time.
• 2–5+ years in Customer Experience, Customer Success, or Support
• Willing and able to travel to the broader continental United States for Customer On-Site visits.
• A “glass half full” mindset — you see challenges as opportunities to solve problems creatively
• Highly organized and detail-oriented — you don’t let things slip through the cracks
• A strong writer and genuine communicator — approachable, personable, and confident
• Comfortable getting hands-on, learning new systems, and figuring things out in real time
• Naturally curious and energized by building authentic relationships
• Resourceful in independent problem-solving while collaborative with the team
• B2B SaaS experience preferred; education or public sector experience is a plus

What Success Looks Like

• Every customer in your portfolio uses at least 75% of licensed product features and usage patterns align to what it takes to make customers successful
• Customers trust you as their go-to partner
• Onboarding feels structured, smooth, and confidence-building
• Issues are handled transparently and proactively
• Risks are identified early — not after renewal season
• Internal teams see you as thoughtful, reliable, and solutions-oriented
• Customers feel like they have a real human in their corner

Benefits:
Why Join BusRight

• Competitive salary and equity at a high-growth, mission-driven startup
• The chance to engage with some of the most down-to-earth, salt-of-the-earth leaders in the country
• Direct influence in shaping scalable CX systems alongside experienced operators
• A scrappy, compassionate, customer-first team that believes doing things “so kind it feels like magic”.
• A culture that values difference, perspective, and building something meaningful together

At BusRight, we believe our longevity is built on genuine relationships — with each other and with our customers. When our backs are up against a wall, we show up. When something is hard, we lean in together. And when we can make someone’s day a little easier, we do it.

If that sounds like your kind of team, we’d love to meet you.