Customer Success Engineer

About Optibus:

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 position: 

We are looking for a Customer Success Engineer to join our global Customer Success team Based in Italy, this person will play a key role as the central technical partner for our customers. From onboarding new clients, helping reach their initial desired value promptly, to ensuring they achieve continuous, measurable value from the Optibus platform at every stage of their journey.

Our CSEs are Optibus subject matter experts who bridge the gap between customer business goals and our technology. They guide our customers towards value realisation, including adoption of the platform, strategic technical enablement, solution design, integrations, running workshops, providing technical coaching, and collaborating cross-functionally across the business to drive long-term customer success. You will work closely with our wider team, including Support, PMO, in addition to Revenue (including Account Managers AMs and Pre-sales Engineers), Product, R&D, and other cross-functional departments.

This is a 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.

Key Responsibilities: 

Technical Enablement

• Initial Implementation: Own the technical project delivery, managing data migration, initial platform configuration, and foundational user training to ensure a timely and effective go-live.
• Continuous Enablement: Deliver staged technical enablement and coaching sessions based on the customer's maturity and specific business goals.

Value Focused

• Value Realization: Plan and lead value-focused technical workshops, such as optimization scenario analysis, to demonstrate measurable value received and drive deeper platform adoption, as the technical partner supporting CSM/SCSE.

Configuration & Technical Requirements

• Solution Design & Integrations: Work closely with clients and internal teams (Project Managers, R&D, Product, Solutions Architects) to define technical requirements and translate them into platform configurations.
• Technical Expertise: Manage technical aspects of integrations with client systems and serve as the subject matter expert on platform capabilities.

Relationship Management

• Relationship Building: Act as a trusted technical advisor, building strong, lasting relationships with technical users, stakeholders, and internal decision-makers.
• Client Mapping: Maintain a deep understanding of the client's organizational structures and technical landscape to ensure mutual technical goals are accomplished and risks are mitigated.

Customer Delivery

• Project & Task Management: Working alongside the PMO/CSM, ensure all technical activities adhere to the project scope within budget, and are delivered efficiently and on time, from initial implementation through ongoing technical services.

Voice of the Customer

• Technical ambassador: Represent the customer internally, collecting and analyzing feedback to inform the Product and R&D roadmap.
• Escalation Management: Manage internal technical escalations with R&D, Product, and Support counterparts to ensure swift resolution of complex issues.
• Cross-Functional Alignment: Collaborate with the wider Customer Success, Sales, and Product teams to align technical delivery with the overall customer success plan.

Key Performance Indicators (KPIs):

• Adherence to Project SOWs and task completion estimates
• Time to First Value (TTFV)
• CSAT (Customer Satisfaction)
• Utilisation
• Time capture

• Proven experience and measurable success in client-facing roles within SaaS (ideally vertical), with either B2B and/or B2G experience. 
• Proven track record of building strong relationships within a client portfolio with their technical and non-technical teams. 
• Exceptional ability to manage time-based projects, prioritize effectively, and drive technical outcomes across multiple client engagements simultaneously.
• Outstanding verbal and written communication skills in English and Italian (fluency in Portuguese, German, or Italian is very desirable). 
• Proven experience of adaptability in fast-paced start up/scale up environments. 
• (Very) nice to have: experience in transit, public transportation, CAD/AVL, and/or ITS. 
• Please submit your CV in English for consideration

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 Talent Acquisition team
• Manager Interview with Regional Head of Customer Success Engineering
• Immediate Team fit with Senior Customer Success Engineer & Customer Success Engineer
• Panel Interview with Regional Head of Customer Success Engineering, Senior Customer Success Engineer, 2x Customer Success Engineer(s)
• HR call 
• Reference check
• Offer