Customer Sucecess Manager (remote)

Introducing Masabi 

// At Masabi, we’re driving the fare payment revolution, powering the journeys of millions all over the world. We build fare collection platforms that allow riders to seamlessly buy and present tickets for public transport either on their mobile phones, from a ticket machine, or even by tapping their bank card to travel. 

Our Justride platform is used in over 250 locations globally, including some of the largest cities in the world. With our industry-first mobile ticketing SDK, we’ve partnered with large players in the transport space, including Uber, Moovit and Transit. 

Your own journey is important to us too. Choosing a role here means joining a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. Here, you’ll find the tools you need to build the career you want. Whether you’re taking the direct route or trying a new path, we’ll support you no matter what. 

The Role

// As a Customer Success Manager, you'll play a pivotal role in fostering exceptional experiences for our clients, ensuring their needs and expectations are not just met but exceeded. You'll manage and nurture relationships, guiding clients through their journey from onboarding to adoption and beyond. Your focus will be on driving the value of our solutions, identifying growth opportunities, solving platform problems, managing changes, and collaborating across teams to ensure client success. Through strategic oversight and proactive engagement, you'll contribute directly to client satisfaction, retention, and the overall success of our partnerships.

Location 

// This role is available in a fully remote model for candidates based in Colombia.

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

About you

• 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

// Careers at Masabi are for people who are going places - people who are moved by our mission to improve accessibility and make fares fair for everyone. We are grateful to be a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. We operate with openness — we celebrate multiple approaches and points of view and strive to create an environment where everyone feels empowered to bring their whole, authentic selves to work.

Whoever you are, just be yourself.

We encourage people from underrepresented backgrounds to apply; we don’t discriminate. Also, please notify our team of your pronouns at any point in your application. We believe in journeys made simple. Excursions made effortless. So, we cancel out confusion and leverage our collective expertise to support transit agencies and make life better for millions of riders — together, we are creating a future.

We’re already powering journeys - are you ready to join us?