Technical Customer Success Manager, Mexico

Optibus is a unified software platform revolutionizing public transportation planning, scheduling, and operations in over 7,000 cities worldwide. Using AI, ML, and optimization algorithms, it empowers agencies to design more efficient, equitable, and sustainable transit networks, enhancing passenger access, reducing emissions, and improving driver conditions. With offices globally and a team of 350+ employees, Optibus fosters a collaborative culture centered on innovation, determination, and impact. As the first unicorn in public transportation technology, Optibus is driving the modernization of mass transit to make it the preferred choice for cities and passengers alike.

About the Role:

We are looking for a Technical Customer Success Manager to join our global team! Based in Mexico, this individual will be our ultimate product value specialist, blending product and client relationship skills to help our customers achieve their business goals on our Optibus platform.

Our TCSMs are Optibus subject matter experts specializing in the value that customers can gain from our platform, bridging the gap between customer goals and our technology, guiding the customer value realisation including adoption of the platform, strategic technical enablement, solution design, integrations, optimization workshops, providing technical coaching, and collaborating cross-functionally across the business to drive long-term customer success.

You will work closely with our Revenue, Pre-sales, Product, R&D and Implementation teams to drive customer success on our Optibus platform. This is a hybrid role with a strong client-facing component.

You’ll be expected to spend at least three days per week working from a local Optibus office or on-site with customers. Travel within Mexico is required (up to ~20%).

Responsibilities:

Customer Value & Expansion

• Manage a portfolio of accounts, establishing a strategic advisor relationship with each customer, demonstrating a deep knowledge of each organization, managing relationships with key stakeholders, proactively identifying and mitigating risks, and driving product usage, adoption, and value
• Track and report on customer health metrics via internal tools such as Salesforce, ensuring proactive engagement.
• Help customers meet their goals within the Optibus platform, and creating value for our customers - developing a success plan with established metrics and KPIs
• Work in tandem with our Account Executive to drive renewals, and proactively identify opportunities for expansion (Customer-Success Qualified Leads)
• Conduct strategic business reviews with customer’s stakeholders to drive alignment and engagement, with a focus on renewals and expansion
• Contribute to the growth and maturation of the Customer Success team, including developing best practices, and process improvements

Technical Expertise that Drives Value

• Serve as the go-to technical advisor for a portfolio of accounts, identifying opportunities to extend product usage and deepen value realization through the entire customer lifecycle
• Technical expert in all Optibus products and how they can be used to drive value for our customers.
• Provide hands-on technical guidance and best practices to help customers configure, integrate, and optimize the solution within their environment.
• Conduct regular technical check-ins and health assessments, offering strategic recommendations and action plans.
• Deliver training sessions and workshops to upskill client teams and ensure platform self-sufficiency.
• Proactively identify and resolve technical roadblocks by working with Product, Engineering, and Support teams.

Voice of the Customer

• Be the voice of the customer within Optibus, influencing and shaping the future of the Optibus platform through feature enhancements and product improvements
• Manage customer escalations, with support from Technical Account Managers and cross-functional teams such as global support, solution architects, R&D, and product
• Represent Optibus at external meetings and industry events

• Proven experience: 5+ years in a customer-facing technical role (e.g., Implementation, Presales, Solutions Engineering, or Consulting) in SaaS or, preferably, transportation tech.
• Strong technical acumen: Technically capable (demonstrated through work experience or education), with the ability to communicate complex concepts to both technical and non-technical audiences; familiarity with APIs, data integrations and cloud-native software.
• Interpersonal communications: Excellent presentation skills, verbal and written communication skills in English and Spanish, with the ability to engage and influence stakeholders at all levels and in diverse settings. Additional language skills outside of English and Spanish are a plus
• Data-driven persuasion: Outstanding proven analytical skills and data-driven approach to problem solving, demonstrating skills using data to bolster decision-making and story telling.
• Growth mindset and a team player: With a demonstrated willingness to learn, adapt, and grow. Experience successfully working in global and diverse teams, especially across time zones. Contentious of other’s time, including a track record of meeting project-based timelines and deliverables.
• Ability to travel ~20% of the time
• Please submit your CV in English for consideration!

Preferred requirements:

• Have hands on experience with any (or all) of the following
• Transportation operators (Operadores de Transporte Público - PTOs)
• Public transport authorities (Secretarías de Movilidad - PTAs)
• Scheduling tools, CAD / AVL, or other real-time monitoring systems
• Business to Business customer success, implementations, etc.
• Management consulting
• A passion for building customer-centric cultures that foster long-term partnership relationships with customers, including handling complex situations and diverse stakeholders.

Optibus is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws. It is our responsibility at Optibus to provide an inclusive and accessible interview experience for all. We will provide reasonable accommodations for all candidates in need of individualised support during the hiring process.

Interview process:

• Initial screening with the Talent Acquisition team.
• Manager Interview with Head of CSM, EMEA South and LATAM.
• TCSM Interview with Senior Technical CSM.
• Case study interview with members of the CS team (PMO, Heads of CSM) and Regional Director, Mexico.
• HR call with the Talent Acquisition team.