Hybrid VP, Customer

at Spare

• Job title: VP, Customer
• Job type: Full Time
• Experience level: Lead
• Salary: CA$250,000 - CA$285,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Vancouver, Canada

About the role

• VP Customer overseeing partner success and operational excellence at Spare, a public transit software company. Leading multiple teams to enhance customer experiences and drive measurable outcomes.

Responsibilities

• 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.
• 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.
• 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.
• Own and improve customer health, renewals, and expansion revenue.
• Identify at-risk accounts early and coordinate proactive recovery plans.
• 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.

Requirements

• 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 environments.
• Operational rigour: Systems thinker who designs scalable processes without sacrificing quality.
• Empathy & communication: Builds trust with customers and internal teams; handles complexity with clarity.
• Data-driven leadership: Uses metrics to diagnose issues, prioritize initiatives, and measure impact.
• AI fluency: Understands the power of automation and stays up to date with the latest advances in AI in order to elevate customer outcomes.
• Ownership: Takes full accountability for outcomes and builds durable, self-sustaining systems.
• Cross-functional influence: Aligns Product, Engineering, and Sales around customer success.
• Cultural fit: Thrives in a high-performance, feedback-driven environment focused on impact.