Customer Success Manager

About the role

Join Masabi to help transform public transport fare payments. You will manage a portfolio of UK transport operators, acting as their primary point of contact to ensure their success with our technology. This role offers significant ownership and the chance to learn a new industry.

Key facts

What you'll do

• Take ownership of a group of transport operator accounts, overseeing their daily operations and long-term achievements with our products.
• Cultivate strong, valued relationships with key contacts to maintain customer engagement, encourage product adoption, and ensure retention.
• Manage customer issues from initial contact through resolution, adhering to service level agreements and minimizing complaint volume.
• Guide new clients through the onboarding process, ensuring a smooth experience and timely delivery.
• Educate customers on our systems through training sessions and conduct regular service reviews, demonstrations, and workshops, both online and occasionally in person.
• Analyze product usage data and customer feedback to proactively identify potential risks and growth opportunities.
• Represent the customer's perspective within Product, Engineering, and Support teams to inform product development.
• Identify opportunities for account expansion and collaborate with Account Managers to pursue them.

Requirements

• Prior experience in a client-facing position such as customer success, account management, or customer service, preferably with software or technology products.
• A genuine aptitude for building relationships and a commitment to improving customer interactions.
• A methodical approach to problem-solving, asking clarifying questions to understand the root cause.
• The ability to organize and manage multiple accounts and competing tasks effectively.
• Skill in explaining technical concepts to non-technical individuals clearly and respectfully.
• Composure and transparency when addressing customer issues.
• An interest in technology and a readiness to thoroughly learn new products and industries.
• A motivation for public transport and its impact on daily life.

Nice to have

• Experience within the public transport sector, including ticketing, mobility, bus or rail operations, local government, or transport technology providers.
• Familiarity with CRM or service desk software like Salesforce, HubSpot, or Zendesk.
• Previous work with public sector clients, understanding their reporting and procurement processes.

Skills & tools

• CRM or service desk tools (e.g., Salesforce, HubSpot, Zendesk)

Practical notes

• This role is open to candidates based in the UK. While remote work is standard, occasional travel to Bournemouth or London offices will be required a few times per quarter.
• Masabi offers a choice of workstation, a training allowance of £1000 annually, and a £200 annual allowance for home office needs.
• Employees can work from any country in the world for up to 3 months per year, subject to certain limitations.
• Benefits include 25 days of holiday (with an option to purchase 5 more), private healthcare via AXA, life insurance, menopause support, enhanced family leave pay, and a cycle to work scheme.
• The company encourages experimentation with AI tools for learning and problem-solving.
• Masabi welcomes applications from underrepresented groups and can provide adjustments during the application process.