Customer Success Manager - UK

Job description

About Us_ // 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 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. Location_ // This role is open to candidates based in the UK and can be worked remotely or in a hybrid setup. While we prefer candidates based in or around Bournemouth or London, where our offices are, we're open to applications from across the UK, as long as you're happy to come into one of them a few times per quarter. 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. About You_ - 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. We don’t expect you to tick every box. What matters most is curiosity, a willingness to learn, and the motivation to take ownership of your work. Nice to Have_ - 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 at Masabi_ //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. Some of Our 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. Why Join Masabi? - 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?