Customer Success Manager

Summary

Join Masabi as a Customer Success Manager and play a pivotal role in ensuring exceptional client experiences. You will manage client relationships, guide them through their journey with our platform, and drive the value of our solutions. This fully remote role, based in Colombia, requires experience in Customer Success Management within a SaaS company. You will be responsible for day-to-day agency operations, cultivating client relationships, and identifying improvement opportunities. Success in this role involves strong communication skills, a passion for technology and transportation, and a commitment to service excellence.

Requirements

• Experience in Customer Success Management in a SaaS type of company
• Able to explain complex solutions to clients in a way that resonates with their needs
• Exceptional proficiency in written and verbal communication in English, 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, and are looking to make a difference in building the transportation technology ecosystem of tomorrow

Responsibilities

• 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

Benefits

Fully remote model for candidates based in Colombia