Customer Success Manager

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September 28

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Masabi

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Transport • SaaS

Masabi is a company revolutionizing fare payments and public transportation systems through its Fare Payments-as-a-Service model. It offers the Justride Platform, an enterprise-ready, cloud-native solution designed to facilitate seamless integration with various transit networks. Masabi provides contactless ticketing solutions, enabling smooth, connected journeys while reducing costs for agencies and operators. By leveraging smart card, mobile ticketing, and open payment systems, Masabi enhances the passenger experience, fosters sustainable cities, and powers a connected transit ecosystem that emphasizes Mobility-as-a-Service (MaaS).

201 - 500 employees

Founded 2007

🚗 Transport

☁️ SaaS

💰 Venture Round on 2022-03

📋 Description

• Take overall responsibility for the successful day-to-day operations of agencies, including managing existing contracts and handling agency complaints swiftly according to SLA, including functional and hierarchical escalations associated with incidents, follow-up actions, and reporting • Cultivate relationships to drive customer satisfaction and loyalty • Continuously refine a Customer Success Onboarding Playbook, defining goals, outcomes, touchpoints, and success metrics • Coordinate with internal teams to deliver solutions that meet agency requirements, including support during the User Acceptance Testing process, training and early life support on new features • Promote operational excellence, utilise agency data, and regular reviews to ensure satisfaction with our services and products (CSAT) • Identify opportunities for improvement and implement Continuous Improvement Initiatives • Enhance efficiency by managing agency requests such as Tariff requests, App and Configuration changes • Prepare and present reports on Masabi's performance against SLAs for team members, stakeholders, and potential use in future case studies or company training • Collaborate with Account Managers to align with account plan direction and identify new business opportunities aligned with the Account Manager's strategy

🎯 Requirements

• Experience in Customer Success Management in a SaaS type of company • Able to explain complex solutions to clients • Exceptional proficiency in written and verbal communication in English (B2 or higher) • Comfortable operating with individuals at executive and senior management levels • Enjoy working with customers and always striving to provide service excellence • Familiar with mobile applications and have an interest in technology • Passionate about the future of transportation, mobility and cities • Must be based in Colombia (Only candidates that are based in Colombia will be considered)

🏖️ Benefits

• Competitive salary package • 15 days paid vacation for each year of service, plus 18 public holidays • Private Healthcare • Monthly team bonding allowance • Menopause support • Choice of a workstation • Ability to work for up to 3 months per year from any country in the world • Enhanced family leave • Fun and collaborative environment with a focus on making a difference in the world • Training allowance of up to $750 USD per year • $250 USD home office allowance per year