First Student | Careers

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First Student is seeking a passionate and experienced Customer Success Manager to serve as a liaison between First Student customers, business development, field operations and other cross functional teams to deliver on retention goals. Hand-in-hand with operations, this person will be responsible for providing strategic support and leadership to manage and elevate retention and growth activities within First Student's existing customer base.The Customer Success Manager will develop and foster executive business relationships with customers to ensure contract retention. Partnering with operations, they will drive the delivery of contract renewals, timely product implementation, account reviews, increased account product presentation, elevated customer satisfaction and goodwill activities. Responsibilities include retention account planning/strategy development and execution in coordination with operations. This person will have a direct impact on growing and maintaining retention rates of our customers from the time we win/acquire new business through their lifecycle. Exerted efforts will result in the successful on-boarding of new customers and increased retention and upsell/cross sell rates. Success KPIs will encompass customer onboarding, retention, growth and profitability, and execution of marketing/customer/community engagement strategies.

Major Responsibilities

Support a dedicated area and/or region to achieve growth and customer retention objectives while developing and maintaining trusted relationships at all levels within the customer organization.
Work collaboratively with region/area/local operational leadership to develop and support delivery of full account planning processes to improve retention and upsell customers. Plans will include strategic initiatives to drive retention and elevate revenue as well as processes to manage activity towards strategy execution.
Develop and support region with customer engagement and account management tools. These will eventually be tracked in Salesforce.
Share technology and service offering information, insights and benefits to help the customer understand and compare to other providers and share the advantages, values and benefits of First Student to parents and community members.
Partner with operations to onboard new customers obtained via both business development and acquisition. Establish, track and report on shared success criteria.
Work cross-functionally with field operations, business development, marketing and communications teams to deliver a focused message and high level of customer satisfaction.
Host regular check-ins and business reviews with customers to ensure adoption of new technology or services and realization of success criteria.
Accurately report and monitor health of customer deployments and drive corrective action plans with operations, where needed.
Partner with business development team by identifying new business opportunities for expanding First Student footprint.
Consult regularly with customers to fully understand their needs and actively solve pain points. Provide recommendations and work collaboratively to drive actions to improve the customer experience (working with operations, finance, marketing, technology development, sales, training, etc. )
Establish, track and report on shared success criteria and desired process metrics/ KPI's for large and/or at-risk customers. Collaborate with operational leaders to drive accountability. Suggest methods to improve area operations, efficiency and service to customers.
Partner with operations to document and escalate recurring themes or issues found in customer comments and complaints, and ensure the information is given to the right people to resolve.
Actively use Salesforce to manage/update relationship information. Monitor accounts and align with region to ensure all required data is uploaded/maintained. Help support the field to increase Salesforce maturity.
Act as project manager for various departmental initiatives.
Provide competitive insights & product recommendations to the leadership team
Other duties as required or assigned.

Minimum Education or Certifications Required

Bachelor's degree or similar college level education, or 3-5 years of related experience and/or training

Minimum Experience or Skills Required

3 years of customer success and/or customer account management experience
A history of developing new accounts
Experience serving as a customer advocate with the ability to understand the needs of the client and deliver on those needs
Excellent writing skills, with a strong orientation to detail and service.
Experience using customer relationship management software, Salesforce strongly preferred
Advanced knowledge of word processing, spreadsheet and presentation software.
Project management experience strongly preferred
Ability to exercise independent thinking with a high level of prioritization skills
Ability to generate creative ideas, meet multiple deadlines and work independently.
Knowledge of business and management principles.
Travel is required

Compensation ranges from $130,000 - $150,000 DOE.

First for a reason:

At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer.

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Major Responsibilities

Support a dedicated area and/or region to achieve growth and customer retention objectives while developing and maintaining trusted relationships at all levels within the customer organization.
Work collaboratively with region/area/local operational leadership to develop and support delivery of full account planning processes to improve retention and upsell customers. Plans will include strategic initiatives to drive retention and elevate revenue as well as processes to manage activity towards strategy execution.
Develop and support region with customer engagement and account management tools. These will eventually be tracked in Salesforce.
Share technology and service offering information, insights and benefits to help the customer understand and compare to other providers and share the advantages, values and benefits of First Student to parents and community members.
Partner with operations to onboard new customers obtained via both business development and acquisition. Establish, track and report on shared success criteria.
Work cross-functionally with field operations, business development, marketing and communications teams to deliver a focused message and high level of customer satisfaction.
Host regular check-ins and business reviews with customers to ensure adoption of new technology or services and realization of success criteria.
Accurately report and monitor health of customer deployments and drive corrective action plans with operations, where needed.
Partner with business development team by identifying new business opportunities for expanding First Student footprint.
Consult regularly with customers to fully understand their needs and actively solve pain points. Provide recommendations and work collaboratively to drive actions to improve the customer experience (working with operations, finance, marketing, technology development, sales, training, etc. )
Establish, track and report on shared success criteria and desired process metrics/ KPI's for large and/or at-risk customers. Collaborate with operational leaders to drive accountability. Suggest methods to improve area operations, efficiency and service to customers.
Partner with operations to document and escalate recurring themes or issues found in customer comments and complaints, and ensure the information is given to the right people to resolve.
Actively use Salesforce to manage/update relationship information. Monitor accounts and align with region to ensure all required data is uploaded/maintained. Help support the field to increase Salesforce maturity.
Act as project manager for various departmental initiatives.
Provide competitive insights & product recommendations to the leadership team
Other duties as required or assigned.

Minimum Education or Certifications Required

Bachelor's degree or similar college level education, or 3-5 years of related experience and/or training

Minimum Experience or Skills Required

3 years of customer success and/or customer account management experience
A history of developing new accounts
Experience serving as a customer advocate with the ability to understand the needs of the client and deliver on those needs
Excellent writing skills, with a strong orientation to detail and service.
Experience using customer relationship management software, Salesforce strongly preferred
Advanced knowledge of word processing, spreadsheet and presentation software.
Project management experience strongly preferred
Ability to exercise independent thinking with a high level of prioritization skills
Ability to generate creative ideas, meet multiple deadlines and work independently.
Knowledge of business and management principles.
Travel is required

Compensation ranges from $130,000 - $150,000 DOE.

First for a reason:

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At First Student, our Dispatchers are a constant reflection of our company's commitment to safety and customer service. The Dispatcher is responsible for dispatching all buses, ensuring on-time performance of routes, and counseling drivers and monitors on front line.
At First Student, we are proud to offer:

Tremendous Career Advancement Opportunities due to a strong presence across North America
Positive and rewarding work environment

Dispatcher Responsibilities:

Oversees all routes and scheduling of buses
Counsels and coaches drivers and monitors
Handles heavy phone and radio traffic
Takes all scheduling and driver complaints, report to Operations Supervisor/Contract Manager
Serves as primary communication liaison with major contracted customer
May handle charter reservations, billing, or driver payroll
Provides solutions to drop-off and pick-up problems
Handle back-up driver duties or perform miscellaneous clerical duties as needed
Completes assignment of special projects
Assists with supervision of day-to-day operations

Dispatcher Experience and Skills Required:

3-5 years experience
High school diploma or equivalent
Basic knowledge of radio dispatch equipment
Excellent communication and customer service skills
Ability to deliver under time constraints and deadlines
Previous terminal operations, dispatch, or driver experience
Computer literate
Subject to background check.

First Students commitment to putting our customers first, dedication to safety, and an ambition to deliver dependable transportation makes for a working environment you'll love. As a huge company with 120,000 staff and over 2.5 billion customers worldwide, you'll also enjoy security, a brilliant future, and excellent training.

Apply today to join our team!
We aspire to have a culture where all people are First. We strive to attract and retain a diverse workforce therefore all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. For candidates applying to positions in San Francisco or Los Angeles California, First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance or Los Angeles Fair Chance Ordinance. First is an equal opportunity employer and by doing so we will sustain and promote an inclusive culture that supports future growth for all.

First for a reason:

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Oversees all routes and scheduling of buses
Counsels and coaches drivers and monitors
Handles heavy phone and radio traffic
Takes all scheduling and driver complaints, report to Operations Supervisor/Contract Manager
Serves as primary communication liaison with major contracted customer
May handle charter reservations, billing, or driver payroll
Provides solutions to drop-off and pick-up problems
Handle back-up driver duties or perform miscellaneous clerical duties as needed
Completes assignment of special projects
Assists with supervision of day-to-day operations

Dispatcher Experience and Skills Required:

3-5 years experience
High school diploma or equivalent
Basic knowledge of radio dispatch equipment
Excellent communication and customer service skills
Ability to deliver under time constraints and deadlines
Previous terminal operations, dispatch, or driver experience
Computer literate
Subject to background check.

First for a reason:

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Programs & Services
- Home to School
  Full-service student transportation
- Special Needs Transportation
  Service, training & support
- Alternative Transportation
  Non-yellow bus services
- Non-Contract Services
  À la carte services
- Charter Bus & Van Rental
  After school, field trips & events
Technology
- Halo™
  Our proprietary technology platform
- First View®
  Vehicle tracking – districts & parents
Electrification
- Electric Buses
  Sustainable fleet solutions
- First Charge™
  Above-ground charging infrastructure
Safety & Training
- Safety Culture
  Practices, processes & technology
- Driver Training
  Comprehensive programs for drivers
- First Serves®
  Student support training program
- Safety Dog
  Our safety ambassador mascot
About
- About
  The leader in student transportation
- Leadership
  Meet our team
- Newsroom
  Media kit, news & stats
- Press Releases
  Recent happenings & developments
- Investor Relations
  Financials, sustainability & ESG
Contact
- Partner with Us
  Improve your student experience
- Contact Form
  Connect with us
- Submit an RFP
  Request a competitive proposal
- Feedback
  Community feedback portal
- Mergers & Acquisitions
  Our step-by-step process
Careers
Submit an RFP
Book a Bus
Contact

Programs & Services
- Home-to-School
  Full-service student transportation
- Special Needs Transportation
  Service, training & support
- Alternative Transportation
  Non-yellow bus services
- Non-Contract Services
  À la carte services
- Charter Bus & Van Rental
  After school, field trips & events
Technology
- HALO™
  Our proprietary technology platform
- First View®
  Vehicle tracking – districts & parents
Electrification
- Electric Buses
  Sustainable fleet solutions
- First Charge™
  Above-ground charging infrastructure
Safety & Training
- Safety Culture
  Practices, processes & technology
- Driver Training
  Comprehensive programs for drivers
- First Serves®
  Student support training program
- Safety Dog
  Our safety ambassador mascot
About
- About First Student
  The leader in student transportation
- Leadership
  Meet our team
- Newsroom
  Media kit, news & stats
- Press Releases
  Recent happenings & developments
- Investor Relations
  Financials & investor relations events
Contact
- Partner with Us
  Improve your student experience
- Contact Us
  Connect with us
- Submit an RFP
  Request a competitive proposal
- Provide Feedback
  Community feedback portal
- Mergers & Acquisitions
  Our step-by-step process

Customer Success Manager

First Student

Scarborough, Ontario, CA

Full Time

35 Crockford Blvd Scarborough, ON M1R 3B7 Canada

First Student is seeking a passionate and experienced Customer Success Manager to serve as a liaison between First Student customers, business develop...

Posted 2026-07-16

Dispatcher

First Student

Georgetown, Ontario, CA

Part Time

87 Mountainview Rd Georgetown, ON L7G 4J6 Canada

At First Student, our Dispatchers are a constant reflection of our company's commitment to safety and customer service. The Dispatcher is responsible ...

Posted 2026-06-23

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Customer Success Manager

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