Customer Success Manager - UK

Masabi

13d•Hybrid

About The Position

As a Customer Success Manager, you’ll look after your own portfolio of transport operators and authorities across the UK, and you’ll be the person they come to. You’ll build relationships they trust, sort out problems when things go wrong, pull in the right people across the business, and guide customers through change as their needs shift. You’ll join a small, close UK team of customer success managers who know their accounts inside out. It’s a hands-on role with real ownership from the start, and a proper runway to learn: we don’t expect anyone to arrive knowing public transport. We expect to teach it.

Requirements

Experience in a customer-facing role — customer success, account management or customer service — ideally with a software or technology product.
Genuinely enjoy building relationships, and take pride in a customer ending a conversation better off than they started it.
Ask questions until the real problem is clear, and listen for what a customer isn’t saying out loud.
Keep a portfolio of accounts and competing priorities in order, without letting things slip.
Able to explain something technical to a non-technical audience without making them feel small.
Steady when something goes wrong for a customer, and straight with them about it.
Curious about how technology works, and happy to learn a new product and a new industry properly rather than skimming it.
Motivated by public transport and the difference it makes to people’s daily lives.
Curiosity, a willingness to learn, and the motivation to take ownership of your work.

Nice To Haves

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.
Experimented with AI tools 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