Customer Experience Manager: District Partnerships & Renewals

TrulyHired; United States; On-site; USD 115,000 - 145,000; Full time

Job summary

Zūm Services, Inc. is seeking a Customer Experience Manager to own district relationships after contract signing. You will partner with transportation directors and district leaders, working daily with Operations to deliver commitments, resolve issues, and report results to leadership.

This hands-on role demands strong organization, responsiveness, and the ability to travel up to 80% within the region, while presenting progress and renewal opportunities to district boards and executives.

Qualifications

• 5+ years in customer experience, success, or district-level roles.
• Experience presenting to district leadership or boards.
• Ability to coordinate with operations teams and drive cross-functional work.
• Highly organized with strong follow-through and deadline management.
• Fluency with customer data and turning it into weekly actions.
• Willingness to travel up to 80% within the region.
• Bachelor's degree or equivalent experience.

Responsibilities

• District partnership: Serve as the day-to-day point of contact for assigned districts and build trusted relationships.
• Presentations and reporting: Build and deliver business reviews, launch decks, and leadership presentations.
• Execution with Operations: Partner with regional Operations and yard leaders to turn requests into action.
• Direct follow-up: Communicate back to districts with clear timelines and closures.
• Escalations: Identify gaps early and route to Operations, Technology, or Finance.
• Retention: Monitor account health, flag churn risk, and support renewal plans.
• Renewals and growth: Prepare renewal materials and assist with rebids and expansions.
• Onboarding: Coordinate launch activities for new districts and readiness checks.
• Technology adoption: Train district staff and families on the Zūm CMX platform.
• Metrics and reporting: Track KPIs and turn insights into weekly actions.
• Voice of customer: Share district feedback with Product, Technology, and Operations.

Skills

Customer experience

Account management

District-level roles

Presentation skills

Cross-functional coordination

Travel up to 80%

Education

Bachelor's degree or equivalent

Job description

Zūm Services, Inc. is seeking a Customer Experience Manager to own district relationships after contract signing. You will partner with transportation directors and district leaders, working daily with Operations to deliver commitments, resolve issues, and report results to leadership.

This hands-on role demands strong organization, responsiveness, and the ability to travel up to 80% within the region, while presenting progress and renewal opportunities to district boards and executives.