District Experience & Renewal Lead

Zūm; Oregon; Hybrid; USD 115,000 - 145,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Holidays

Wellness

Vacation

Job summary

Zūm is hiring a Customer Experience Manager to own district relationships, collaborate with Operations, and drive performance across districts. You’ll present results to district leadership, manage escalation and renewal processes, and ensure issues are resolved promptly while coordinating with product, technology, and finance teams.

The role emphasizes travel up to 80%, hands-on district support, and a strong focus on customer health metrics, onboarding activities, and cross-functional

Qualifications

• 5+ years in customer experience, success, or district-level roles in student transportation, SaaS, or a similar service-critical field.
• Proven ability to coordinate with operations and drive cross-functional work to completion.
• Exceptional presentation skills for executive-ready materials to district leaders or boards.
• Excellent organization and follow-through, able to manage multiple districts and deadlines.
• Willingness to travel up to 80% within the region.
• Bachelor's degree or equivalent experience.

Responsibilities

• Serve as the day-to-day contact for assigned districts, building trusted relationships with transportation directors and district staff.
• Build and deliver business reviews, launch decks, and board/leadership presentations communicating performance and next steps.
• Partner daily with regional Operations and yard leaders to translate district requests into action and confirm completion.
• Own communication back to districts on open issues, service concerns, and requests with clear timelines and updates.
• Identify service gaps early, document and route to Operations, Technology, or Finance; keep VP informed on high-risk accounts.
• Monitor account health and sentiment, flag churn risk, and execute renewal plans with the VP.
• Prepare renewal materials and support Ops and Sales on rebids, renewals, and expansions.
• Coordinate onboarding activities for new districts, including readiness checklists and family communications.
• Train and support district staff and families on the Zūm CMX platform and drive usage.
• Track health scores, KPIs, and response metrics to inform weekly action.

Skills

Customer experience

Account management

District-level roles

Presentation skills

Cross-functional coordination

Communication

Education

Bachelor|s degree or equivalent experience

Job description

Zūm is hiring a Customer Experience Manager to own district relationships, collaborate with Operations, and drive performance across districts. You’ll present results to district leadership, manage escalation and renewal processes, and ensure issues are resolved promptly while coordinating with product, technology, and finance teams.

The role emphasizes travel up to 80%, hands-on district support, and a strong focus on customer health metrics, onboarding activities, and cross-functional