Vp, Customer

**Description**:
**Location**: Must be based in Metro Vancouver, BC. Hybrid role, with a minimum of 3 days per week in the office (Mon/Wed/Fri).
**Travel Requirement**: ~25% travel

**Reports to**: COO

At Spare, we build the platform that powers how public transit agencies operate. Our software enables agencies to run more efficient, reliable, and inclusive transit services. Every year, millions of people rely on the systems Spare helps power to get to work, school, or medical care.

Behind every successful deployment is a strong partnership. The agencies we work with depend on us not just for software but for expertise, guidance, and support that help them serve their communities better.

That’s where you come in.

As VP Customer, you’ll lead the teams that make this partnership real: Launch (Implementations), Partner Success, Support, and our Call Center. You’ll ensure every agency that chooses Spare experiences a world-class journey from kickoff to long-term success. Your mission is to make Spare not only the best product in transit but also the best _partner_ in transit.

Spare is a fast-growing company in one of the most complex markets: public mobility. Our customers face immense pressure to deliver essential services under tight budgets and scrutiny, and we take pride in helping them succeed. For the right leader, this role presents a rare opportunity to shape how cities serve their citizens.

**Role Purpose**:
As VP Customer at Spare, your mission is to deliver operational excellence and customer success at scale. You will:

- Champion partner success by ensuring every customer achieves measurable outcomes from Spare’s platform, from go-live to multi-year expansion.
- Build world-class service teams across Launch, Partner Success, and Support that operate with precision, empathy, and speed.
- Make Spare the most trusted partner in transit by driving reliability, responsiveness, and impact at every customer touchpoint.

**Key Stakeholders**
- Senior Leadership Team (strategic partner and voice of the customer)
- Launch, Partner Success, Support, and Call Center teams (leader and coach)
- Product & Engineering (alignment of roadmap with real-world customer needs)
- Sales & Marketing (enablement, seamless handoffs, renewals, and advocacy)

**Key Responsibilities**

**1. Strategic Leadership & Functional Excellence**
- Own the full customer lifecycle, from onboarding and implementation through retention and expansion.
- Define the long-term vision and operating model for all customer-facing functions.
- Translate customer insights into company priorities and advocate for their needs in leadership discussions.
- Partner with Product and Engineering to close the loop between customer feedback and product improvements.

**2. Operational Excellence & Process Design**
- Develop scalable processes that foster consistency and predictability across customer-facing functions.
- Establish clear KPIs, such as time-to-launch, NPS, NRR, retention, and support SLAs, and ensure accountability to them.
- Design seamless transitions between Sales, Launch, Partner Success, and Support to maximize adoption and satisfaction.
- Scale global customer operations while maintaining quality and responsiveness.

**3. Customer Retention & Growth**
- Own and improve customer health, renewals, and expansion revenue.
- Identify at-risk accounts early and coordinate proactive recovery plans.
- Turn customer success stories into advocacy through references, case studies, and champions.
- Partner with Sales to identify expansion opportunities and influence the commercial strategy.

**4. Team Leadership & Development**
- Lead and grow a high-performance team across all customer-facing functions.
- Hire and develop exceptional leaders who raise the bar for execution and service.
- Build a culture of ownership and empathy that treats every partner challenge as a Spare challenge.
- Create career paths and mentorship structures to develop future leaders within the organization.

**5. Executive Partnership & Influence**
- Advise the leadership team on customer strategy, retention, and satisfaction.
- Communicate with the Board and internal stakeholders about key metrics, wins, and risks.
- Ensure the customer voice informs product, sales, and company strategy.

**Key Results**
- Customer satisfaction and retention targets
- Launches delivered on time
- Support and Call Center SLAs
- Growth in public case studies, references, and customer advocates.
- Expansion and upsell revenue driven through success programs.
- High engagement, low regrettable attrition, and strong leadership pipeline within the Customer org.
**- **Located in Metro Vancouver (or willing to move to Metro Vancouver)**, willing to be in-office regularly (hybrid role minimum 3 days a week in office) and collaborate deeply with Sales and Exec team.
- **Functional expertise**: Deep understanding of customer success, implementation, and support in complex B2B SaaS or GovTech envi