Senior Customer Success Manager

Job description

About the Role: The Customer Success Manager owns the commercial success of their portfolio - retention, expansion, and long-term revenue growth. This isn't a service-delivery role: you're the strategic and commercial owner and partner for every account in your portfolio, engaging C-suite and economic buyers, leading complex renewal and expansion cycles end-to-end, and using data-backed insight to shape how customers buy. You'll partner cross-functionally with Sales, Operations, and Product - not to keep the lights on, but to drive growth. What You'll Do: Own revenue outcomes across a portfolio of strategic accounts - retention, expansion, increased share of wallet, and revenue under contract targets Lead the full renewal lifecycle for high-value, complex accounts: forecasting accuracy, sophisticated commercial negotiation, multi-stakeholder alignment - applying MEDDPICC with rigour and ensuring we have validated success metrics with our customers. Identify and shape multi-service expansion opportunities with measurable revenue impact Build and lead C-suite and economic buyer relationships, positioning Zeelo as a strategic partner and shaping decision criteria — not just managing a relationship Build ROI narratives grounded in operational, rider, and financial data, and use them to defend pricing, secure renewals, and justify expansion. Link the Zeelo service to organisational goals and translate how we support to solve wider business challenges. Lead structured business reviews across the portfolio; driving programme optimisation, uncovering expansion opportunities, and advancing customer maturity Lead proactive churn risk management across your portfolio, deploying cross-functional recovery plans with speed and commercial precision Develop multi-year account strategies aligned to customer priorities and Zeelo's growth goals Shape how Customer Success engages with Sales, Operations, Product, and Marketing — driving aligned account strategy with authority Maintain the CRM as a live commercial tool, applying MEDDPICC qualification across every renewal and expansion opportunity Structure complex deals and negotiate confidently with Procurement and Finance, protecting margin while securing long-term value What You Have: A track record of owning commercial outcomes — not just relationships — across a strategic account portfolio, including revenue growth, not just retention Proven experience leading complex, multi-stakeholder renewal and expansion cycles, ideally using MEDDPICC or an equivalent methodology Confidence and credibility operating with C-suite and economic buyers — you shape conversations, not just attend them Strong commercial acumen: you can build a defensible ROI narrative, protect pricing in negotiation, and hold your ground with Procurement and Finance Sharp data fluency — you use customer, rider, and operational data to uncover opportunities and influence strategy, not just report on it A bias to challenge: you bring customers market and pricing insight they haven't asked for, and hold Operations and Product accountable for commercial impact Comfort operating with full ownership and minimal oversight in a fast-scaling environment Interest and curiosity for AI deployment at scale You may also have: Background in tech-enabled services, SaaS, or a comparable commercial CS/account management model Experience in mobility, logistics, or a high-growth startup environment History coaching or mentoring more junior CSMs Why Zeelo: Mission-driven work : Every commute we power helps reduce CO₂ emissions and makes work more accessible especially in areas with limited public transport Global exposure : Be part of a 120+ person team across the US, UK, and Spain Best-in-class tech : Our platform is redefining how organizations move their people #LI-ZEE At Zeelo, we’re on a mission to revolutionize how frontline workers commute by delivering reliable, sustainable, and scalable transportation solutions. We partner with global leaders like Amazon, Barclays, and UPS, and we’re expanding after a successful Series B raise. If you’re passionate about building solutions, working in a scaling organization, and seeing the direct impact of your work—this is your seat on the bus.