masabi - Customer Success Manager - UK
Requirements
• Experience in public transport, ticketing or mobility — with a bus or rail operator, a local authority or transport executive, or a transport technology supplier. • Hands-on with a CRM or service desk tool such as Salesforce, HubSpot or Zendesk. • Background working with public sector customers and the reporting and procurement expectations that come with them. • What You’ll Learn_ • How fare collection and passenger information technology works end to end, from the app in a rider’s hand to the back office an operator runs their network from. • The UK public transport industry — its operators, authorities, standards and the policy that shapes it. Taught properly, by a team who has done it before. • Running a portfolio of accounts with real autonomy: reading usage data, leading service reviews, and handling escalations under pressure. • What it takes to build and support a global SaaS platform, and how to influence a product roadmap using what your customers tell you. • //AI is becoming part of how we work at Masabi. You don’t need professional experience using AI tools, but we’d expect you’ve experimented with them and are curious about how they can help you learn, solve problems, and work more effectively.
Responsibilities
• Own a portfolio of transport operator and authority accounts, taking responsibility for their day-to-day success and their longer-term outcomes with our products. • Build relationships with your key contacts that they genuinely value, so customers stay engaged, adopt more of what we build, and stay with us. • Handle customer queries, complaints and escalations from first contact through to final response, working to agreed SLAs and keeping complaint volumes low. • Guide new customers through onboarding, making sure the experience is smooth and delivery timescales are met. • Train customers on our systems and run regular service reviews, demos and workshops, online and occasionally in person. • Use product usage data and customer feedback to spot risks and opportunities early, then act on them before they become someone else’s problem. • Bring the voice of the customer into Product, Engineering and Support, so what we build reflects what customers actually need. • Spot growth opportunities across your accounts and work with Account Managers to take them forward.
Benefits
• 25 days of holiday per year plus the option to buy another 5 days, pro-rated • Private healthcare via AXA, including pre-existing conditions and mental health • Life insurance • Menopause support • Choice of workstation • The ability to work for up to 3 months per year from any country in the world (certain limitations apply) • Pension scheme • Training allowance of up to £1000 per year • £200 annual allowance for any home office need or improvement • Enhanced family leave pay • Cycle to work scheme • Regular social gatherings with a monthly allowance for each employee • A fun and collaborative environment with a focus on making a difference in the world • Careers at Masabi are for people going places - driven by a mission to make transit fair and accessible for all. • // We are a network of innovators from all walks of life, passionate about making a difference. At Masabi, we operate with openness and trust, creating an environment where everyone feels empowered to bring their whole, authentic selves to work. • Whoever you are, just be yourself. • // We welcome applications from underrepresented groups, including disabled and neurodivergent people, and can make adjustments at any stage of the process. You’re also welcome to share your pronouns whenever you feel comfortable. Together, we simplify journeys, remove barriers, and improve daily life for millions. • Driven by Purpose – We believe in journeys made simple. The work isn’t always easy, but the best things never are. • Encouraged to Accelerate – Masabi is going places and our people are in the driving seat. Whether you’re taking the direct route or exploring new paths, we support your journey. • Advancing with Empathy – We put people first and foster a culture of learning, not blame. No matter your cargo, we share the load. • We’re already powering journeys - are you ready to join us?
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