US Customer Success Manager

Job Description

BusPlanner is hiring a Customer Success Manager to manage and grow relationships with school districts across the United States. This is a hybrid role that combines account growth and customer support, ideal for someone with hands-on experience in K–12 pupil transportation who is proactive, highly energetic, relationship-focused, and excited to drive impact in the education space.

You’ll serve as the primary contact for our US clients, ensuring they’re getting maximum ROI from our all-in-one transportation management suite and working in tandem with our support team to troubleshoot issues. At the same time, you’ll be responsible for renewals and upsells.

This role is best suited to someone based in the United States, with direct experience in K–12 pupil transportation — preferably gained from working within a school district transportation department. Travel will be required, including occasional client visits and conference attendance across the US — as well as travel to our headquarters in Waterloo, Ontario, particularly during the initial training and onboarding phase.

Why BusPlanner?

BusPlanner is a leading North American tech company that provides all-in-one transportation management software to K-12 school districts. Across our customer base, we enable hundreds of transportation directors to save thousands of dollars every year by running all facets of their operations entirely through our intuitive, and easy-to-use platform.

BusPlanner’s product suite is embedded across the majority of school districts in Canada and is currently making significant inroads in the US market, having won contracts with some of the largest school districts in the country including Miami-Dade (Florida), Gwinnett County (Georgia), Guilford (North Carolina), as well as many others. BusPlanner has a history of serving the education market and is favorably positioned to further penetrate the US market in the coming years.

BusPlanner’s leadership team consists of seasoned entrepreneurs who have significant experience in building and growing multiple successful software businesses including: (i) FieldEdge, a leading provider ofsoftware for the field services market which the team grew more than 5x and sold to a mega-cap private equity fund, and (ii) AutoLeap , a leader in the auto repair software market that has raised more than $50 million from some of the most reputable VC firms in Silicon Valley.

Requirements

As a successful CSM, you will:

• Act as the primary post-sale contact for American school boards, supporting them across onboarding, training, usage, and renewal.
• Conduct proactive health checks and account reviews to drive engagement, satisfaction, and adoption of the BusPlanner platform.
• Identify and close expansion opportunities, including new modules, features within an existing board.
• Manage renewals and hit sales quotas tied to growing Annual Recurring Revenue (ARR) from your assigned accounts.
• Coordinate with our in-house Support Team to resolve service tickets and help customers navigate technical issues.
• Participate in American education and transportation conferences, building relationships and staying close to market needs.
• Maintain accurate records of client interactions, pipeline, and account activity.

You Should Apply If:

• You are based in the United States, with direct experience in K–12 education, ideally having worked within a school district’s transportation department or a closely related pupil transportation organization.
• You are entrepreneurial and resourceful — you take initiative, adapt quickly, and enjoy solving complex challenges.
• You are sales-minded — you're comfortable identifying opportunities, managing a pipeline, and closing deals.
• You are service-oriented — you value strong relationships and want your customers to succeed.
• You are organized and responsive — you balance customer needs and internal responsibilities with ease.
• You are a confident communicator — you’re comfortable presenting to senior stakeholders, in person or virtually.

You Should Not Apply If:

• You prefer highly structured environments with rigid processes and step-by-step instructions.
• You are uncomfortable juggling both sales and customer-facing responsibilities in the same role.
• You are looking for a job where you can stay behind the scenes — this role involves direct interaction with school board leaders and decision-makers.
• You are not comfortable taking ownership, following up proactively, or working with some ambiguity.
• You do not have a background in K–12 education or student transportation — this role requires experience in these areas, or a clear ability to demonstrate how your background translates.

Preferred Qualifications

• 2–4+ years in customer success, account management, or sales within the K–12 education sector, with a strong preference for candidates who have worked at or closely with school districts.
• 2–4+ years of direct K–12 pupil transportation experience, with strong preference for candidates who have worked inside a school district transportation department; experience with bus contractors or transportation agencies is also valued.
• Hands-on experience in student transportation operations within the US K–12 system is required — candidates who have served in a school district transportation role will be prioritized.
• Willingness to travel within the United States for client visits, pupil transportation conferences, and to Waterloo, Ontario for onboarding and team sessions.
• Strong communication and presentation skills — comfortable leading demos, training sessions, and account reviews.
• Ability to manage a large and varied client portfolio, including proactive and reactive support.
• Current holder of a United States passport.
• Comfortable collaborating with technical teams and helping clients troubleshoot common usage issues.