Head Of Customer Success Engineering

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 Role:

We are looking for a customer-focused technical leader to join our global team Based in Sao Paolo, Brazil, the Head of Customer Success Engineering, LatAm will serve as the leader of a team of product specialists (Customer Success Engineers) providing technical guidance during the entire post-sales customer lifecycle.

As the Head of Customer Success Engineering, LatAm, you'll lead a team of CSEs, working with them to prioritize and resolve complex issues, mentor the team, and collaborate with internal teams to drive product improvements, process efficiencies, and market growth. With your technical expertise and leadership, you'll play a key role in elevating the customer experience in the region.

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 (if available) or on-site with customers. Travel within LatAm is required (up to ~35%).

Technical Delivery

- Lead a Customer Success Engineering team that delivers technical value to customers over the entire post-sales lifecycle, including onboardings / implementations.
- Ensure that projects and deliverables are completed on-time and on-budget, balancing customer requests with SOW and team effort.
- Work in collaboration with PMO to achieve desired high-quality, on-time deliverables that provide customers value
- Monitor performance of teams and provide timely feedback and development assistance
- Risk identification and management detecting early signs of at-risk projects, designing mitigation plans, and creating a process and path for escalation and resolution
- Provide inputs on forecasting on a weekly, monthly, quarterly, and annual basis
- Drive the team to achieve their annual utilization targets

Process

- Execute process improvements and the development of policies, procedures, methods, and tools in support of faster, more efficient technical delivery
- Partner with the sales team, product management, and support to influence changes or highlight opportunities in products, tooling, and strategy through data-driven analysis of customer friction.

Reporting

- Report on staffing, utilization, project health, and financial performance for all projects

People

- Mentor and coach a team of high performing Customer Success Engineers
- Responsible for team management, including hiring, training, performance management and engagement

Requirements:

- Please submit your CV in English for consideration
- Proven experience: 10+ years in a customer-facing technical role (e.G., Implementation, Presales, Solutions Engineering, or Consulting) in SaaS or transportation tech. At least 5 years of experience managing teams.
- Strong technical acumen: Ability to communicate complex concepts to both technical and non-technical audiences;
familiarity with APIs, data integrations and cloud-native software.
- Seasoned risk manager: Experience mentoring teams that manage a portfolio of time-sensitive projects simultaneously, demonstrating experience with developing and maintaining project schedules, risk management and mitigation, and mastery of change management
- Communication: Excellent verbal and written communication skills in English, Spanish, and Portuguese, with the ability to engage and influence stakeholders at all levels.
- Collaboration: Demonstrated ability to work effectively in a cross-functional team environment, collaborating closely with Sales, Product, and Support team leaders

Preferred requirements:

- Industry experience: hands-on experience with public transport, public transit, urban mobility, scheduling tools, CAD/AVL systems, or real-time monitoring platforms. This includes relevant experience in procurement and public tender processes in LatAm.

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 Global Director of Customer Success Engineering
- Peer Interview with Head of Customer Success Engineering
- Case study interview with Global Director of Customer Success Engineering, Head of Customer Success Engineering, Global VP of Customer Success and Head of PMO.
- HR call