Customer Success Manager / Scrum Master

Are you a natural organizer and thrive on understanding multiple stakeholders and building consensus? Do you want to escape constraints and micromanagement in your job? Work with a team that will trust and empower you to do the best work of your life? Expand your skills and career at the same pace as a rapidly growing startup?

If the above resonates with you, read on!

Compensation: $90,000-110,000 per year depending on experience and fit for the role (if applying, please be prepared to accept an offer within this range).

Location: Remote, based in the US with the right to work in the US. Preference will be given to those working on the East Coast, or applicants eager to start an early workday.

Why join Modii?

We’re proud of the culture we’ve built at Modii and truly believe that work should be a place where you come to grow, be challenged and build relationships. We are passionate about our work. At the same time, we take pride in our holistic perspective on work-life balance. Come as you are. We trust you, as a professional, to make good decisions, get excellent work done and take time off as you need.

We are a post-revenue, funded startup and leverage real-world data to optimize mobility for smart cities and universities. Our mission is to create smart, equitable and sustainable mobility solutions by digitizing urban spaces. Our innovative digital infrastructure is already helping to optimize the movement of people in cities and university campuses worldwide. Modii offers comprehensive solutions for administrators and end-users alike. Our Parking Finder helps people make smart mobility and parking choices in cities and universities, while our Parking Admin dashboard equips administrators with sophisticated tools to analyze, plan and manage parking operations effortlessly. Visit our website to learn more about Modii’s mission and impact.

As a team, we value Innovation, Customer Satisfaction, Transparency, Collaboration and Excellence. You’ll have the autonomy to solve problems in the way that you see best while collaborating with a team focused on delivering high-quality and high-impact solutions for our customers. You will be joining a small team with a purpose and enjoy startup flexibility—work from home and a schedule outside of team and customer meetings that doesn’t have to fit within the M-F 9-5.

We have team members in Colorado, California, Alaska, Connecticut, Michigan and Australia.

How you’ll make an impact

This role will have two areas of responsibility: supporting client project management and internal dev team project management, acting as our internal Scrum Master.

You will be responsible for planning, coordinating and implementing projects within a timeline and scope. You will effectively monitor and present project updates to stakeholders, including internal team members, integration partners and customers. As our internal Scrum master, you will play an important role in engaging with internal and external stakeholders to ensure engineering projects are kept to appropriate scope and timeline.

You will have an impeccable eye for detail and be a natural organizer. You will be experienced and confident enough to meet with and run customer meetings using your standout people and communication skills.

You will have used Project tracking software before and be familiar with Google Workspace tools, but there is space in this role for the candidate to bring their preferred project management style and choice of software to get the job done.

What you’ll do

Customer Success:

• Develop and execute customer retention strategies to enhance satisfaction, engagement, and long-term loyalty.
• Lead and develop the Customer Success team, setting clear expectations, providing ongoing coaching, and fostering a high-performance, customer-focused culture.
• Conduct periodic check-ins and business reviews with customers to assess needs, address concerns, and identify growth opportunities.
• Build and maintain strong relationships with key stakeholders within customer organizations.
• Design and implement repeatable, scalable SOPs for onboarding, ongoing support, and renewals.
• Develop internal knowledge base documentation to streamline customer interactions and troubleshooting.
• Standardize communication templates and workflows to ensure consistency in customer interactions.
• Train internal teams on SOP adherence to drive operational efficiency.
• Establish a structured process for gathering and analyzing customer feedback at different touchpoints (onboarding, post-launch, periodic check-ins).
• Implement Net Promoter Score (NPS) or Customer Satisfaction (CSAT) surveys to gauge customer sentiment.
• Work cross-functionally with Product and Engineering to translate customer feedback into actionable product improvements.
• Maintain a centralized feedback repository to track trends, prioritize enhancements, and close the loop with customers on their input.
• Create a customer advisory board or beta testing group to engage high-value customers in shaping future Modii product development.

Project Management Oversight

• Provide guidance, mentorship, and performance oversight to Project Managers, ensuring efficient project execution and alignment with company standards.
• Understand and be abreast of each customer implementation project and have a bird’s eye view of any blockers or issues with critical paths.

SCRUM Master:

• Liaise with Modii’s Engineering team and our Clients to scope out time and effort of features on the product roadmap and translate them into epics and sprints.
• Liaise with internal stakeholders such as our other project manager to understand all impacts of features and development work on other team members, and where they fit within client deliverable timelines.
• Rigorously question and challenge scope and requirements and use your communication skills to ensure that all internal stakeholders are onboard.
• Ability to understand each product and its users, developing a deep understanding of where users found value in our products and bringing that focus to your role and interactions with UX, Engineering and Management.

Team and company-wide contributions:

• Bring innovative ideas and solutions to the table. We do not want you to feel that the “old way” is the “right way.”

What you’ll bring

• Parking industry knowledge
• Experience in Agile, ideally with past experience with Scrum and embody the scrum values: commitment, courage, focus, openness, and respect.
• Software knowledge (understanding of data retrieval from APIs and application to parking systems)
• Customer service experience
• Project management experience
• Charisma to engage Modii’s customers, showing interest in their challenges and our solutions.
• Initiative to identify and take steps to keep projects moving and follow-up as necessary.
• Cross-functional collaboration to listen and understand the different priorities of each Modii team and propose a path forward.
• Attention to detail to ensure data is correct and that we are presenting Modii customers with high-quality work.
• Time management to keep projects on track by prioritizing tasks, managing workload, meeting deadlines and responding promptly to customer inquiries.
• Willingness to learn to welcome feedback as an opportunity for personal growth and improved performance (we want your feedback, too!).
• Communication and active listening to identify, understand and address Modii customer inquiries and internal considerations.
• Problem-solving to analyze problems and provide effective solutions to meet Modii customer needs.
• Empathy and emotional intelligence to help build connection and trust by understanding and relating to Modii customers’ concerns and feelings.
• Persuasion to compellingly present solutions or alternatives that can positively influence Modii customer and internal decisions.

Compensation and benefits we’re proud to offer:

• Salary range: $90,000-110,000 per year (if applying, please be prepared to accept an offer within this range)
• Company stock options
• 401(k) matching up to 4%
• $1,500 reimbursable expenses to use toward home office set up
• Home internet allowance of up to $70/month
• Health, dental and vision insurance
• Health savings account
• Flexible schedule/workday
• Flexible paid time off
• Growth and advancement opportunities, we envisage the person taking this role to have the opportunity to lean into the customer service, or Scrum Master role as their sole focus within 8-12 months, you will have the opportunity to understand both roles fully and your aptitude, business needs and personal preferences wil be taken into account.
• You will have the ability (and will be encouraged) to contribute to the strategy and direction of the products and business as a whole
• Opportunity to speak with additional team members once an offer is made

How to apply

Please submit your resume through LinkedIn & send your cover letter via LinkedIn messaging, or directly to careers@modii.co. Please note that applications missing a cover letter will be rejected without follow up.

A cover letter crafted for THIS role and Modii will go a long way. Feel free to tell us something fun or non-work related about yourself!

Applications close Friday 17th March, in the event of a large number of applicants, we may close the posting sooner.

We encourage applicants of all backgrounds:

We encourage folks with diverse identities and backgrounds to apply. At Modii, we're committed to maintaining an inclusive team and helping everyone to feel welcome, supported and themselves at work.

We aim to make our positions and descriptions as accessible as possible with a team that highly values soft skills and is ready to support hard skill development. We hope you’ll apply even if your experience doesn’t appear to align perfectly and invite you to describe your transferable skills, passion and potential.

If you require accommodations during the application or interview process, please let us know in your cover letter or at careers@modii.co. We're here to ensure that every candidate has an equal opportunity to showcase their abilities and talents.