Customer Success Manager

About the role

Masabi is on a mission to revolutionize fare payments in public transportation. As a Customer Success Manager, you will be responsible for a designated portfolio of transport operators across the UK, serving as their main point of contact. This position offers a unique opportunity to take ownership of client relationships while gaining insights into a dynamic industry. Your role will be pivotal in ensuring that our clients achieve success with our innovative technology solutions.

Key facts

What you'll do

• Assume full responsibility for a selection of transport operator accounts, managing their daily operations and long-term success with our technology solutions.
• Build and maintain strong, meaningful relationships with key stakeholders to foster customer engagement, drive product adoption, and enhance retention rates.
• Address customer inquiries and issues from initial contact through to resolution, ensuring adherence to service level agreements and striving to minimize complaint occurrences.
• Facilitate the onboarding process for new clients, ensuring a seamless transition and timely implementation of our services.
• Conduct training sessions to educate customers about our systems, and organize regular service reviews, demonstrations, and workshops, both virtually and occasionally in person.
• Analyze customer feedback and product usage metrics to proactively identify potential risks and opportunities for growth.
• Serve as the voice of the customer within the Product, Engineering, and Support teams to guide product enhancements and development.
• Identify potential areas for account growth and collaborate with Account Managers to pursue these opportunities effectively.

Requirements

• Demonstrated experience in a client-facing role, such as customer success, account management, or customer service, ideally within the software or technology sector.
• A natural talent for relationship-building and a strong commitment to enhancing customer experiences.
• A systematic approach to problem-solving, with the ability to ask insightful questions to uncover root causes.
• Proficiency in managing multiple accounts and competing priorities efficiently.
• Strong communication skills, with the ability to convey technical concepts to non-technical audiences in a clear and respectful manner.
• Composure and transparency when resolving customer issues, ensuring a positive experience.
• A keen interest in technology and a willingness to learn about new products and industry trends.
• A passion for public transportation and its significance in everyday life.

Nice to have

• Experience in the public transportation sector, including areas such as ticketing, mobility, bus or rail operations, local government, or transport technology providers.
• Familiarity with CRM or service desk software such as Salesforce, HubSpot, or Zendesk.
• Previous experience working with public sector clients, with an understanding of their reporting and procurement processes.

Skills & tools

• Proficient in using CRM or service desk tools (e.g., Salesforce, HubSpot, Zendesk) to manage customer relationships and track interactions.

Practical notes

• This position is available to candidates located in the UK. While the role is primarily remote, occasional travel to offices in Bournemouth or London will be necessary several times a quarter.
• Masabi provides employees with a choice of workstation, an annual training budget of £1000, and a £200 yearly allowance for home office expenses.
• Employees have the flexibility to work from any country for up to three months each year, subject to certain conditions.
• Benefits include 25 days of annual leave (with an option to purchase an additional 5 days), private healthcare through AXA, life insurance, menopause support, enhanced family leave pay, and a cycle-to-work scheme.
• The company encourages the exploration of AI tools for learning and problem-solving.
• Masabi is committed to diversity and inclusion, welcoming applications from underrepresented groups and offering accommodations during the application process.

About the company

_ // At Masabi, we're driving the fare payment revolution, powering the journeys of millions all over the world. We build fare collection platforms that allow riders to seamlessly buy and present tickets for public transport either on their mobile phones, from a ticket machine, or even by tapping their bank card to travel.