Customer Sucecess Manager (remote)

As a Customer Success Manager at Masabi, you'll be responsible for managing the day-to-day operations of client accounts, addressing agency complaints swiftly and effectively, and building strong relationships that boost customer satisfaction. You'll also be engaged in refining the Customer Success Onboarding Playbook, coordinating with internal teams for solutions, and presenting performance reports on service levels, all aimed at fostering exceptional client experiences.

To succeed as a Customer Success Manager at Masabi, you should have experience in Customer Success Management in a SaaS environment. Strong communication skills, ability to simplify complex solutions, and a passion for technology and transportation are vital. Experience working with various stakeholders, especially at the executive level, is also beneficial.

Masabi ensures client satisfaction through proactive engagement and strategic oversight from the Customer Success Manager. This involves continuous review of agency performance, employing customer feedback tools to measure satisfaction, refining service delivery methods, and driving Continuous Improvement Initiatives to enhance efficiency and responsiveness to client needs.

Yes! The Customer Success Manager role at Masabi is fully remote for candidates based in Colombia. This flexibility not only supports your work-life balance but also allows you to collaborate effectively with our diverse team while engaging with clients across the globe.

At Masabi, we believe in fostering careers. As a Customer Success Manager, you will engage in continuous learning and improve your skill set through hands-on experience and collaboration with experienced teams. There are often opportunities to grow into leadership positions within Customer Success or explore roles cross-functionally in the company.

To ensure client satisfaction, I focus on maintaining open lines of communication, regularly seeking feedback, and proactively addressing issues before they escalate. I also believe in setting clear expectations at the onboarding stage to foster understanding and alignment.

Absolutely! In my previous role, a client was unhappy with our service delivery. I reached out personally, listened to their concerns, and worked closely with the internal team to address the issues. By implementing their feedback and providing regular updates, I was able to restore their trust and satisfaction.

I approach difficult conversations with openness and empathy. I always ensure to listen actively to their concerns and express genuine understanding. My goal is to find common ground and provide solutions that address their needs while maintaining a positive relationship.

Data is fundamental in my approach to Customer Success; it helps me assess client health, measure satisfaction levels, and identify trends that need addressing. I regularly review performance metrics and use these insights to enhance our service delivery and client engagement strategies.

I prioritize tasks based on urgency and impact. I maintain an organized schedule and regularly review project timelines and client needs. Open communication with my team also helps me align priorities effectively according to client expectations and business objectives.

For SaaS client onboarding, I utilize structured playbooks that outline each stage of the process, from initial setup to user training. I ensure that clients are fully engaged through interactive training sessions and continuous follow-up to address any queries they may have.

I collaborate closely with internal teams by regularly sharing client feedback and insights from my interactions. This helps us align our strategies and ensures everyone is working towards the same goals. Building strong relationships with product and support teams is key to delivering comprehensive solutions to clients.

I'm thrilled about the potential of technology to reshape urban mobility and create more efficient transportation systems. Innovations like mobile ticketing and real-time data will enhance accessibility and user experiences, and I’m eager to contribute to this exciting shift in the industry.

I stay updated with industry trends by following relevant publications, participating in webinars, and attending industry conferences. Networking with other professionals in the field also provides valuable insights into emerging practices and technologies in transportation.

One of the biggest challenges is navigating rapidly changing client needs and expectations, especially in a tech-focused landscape. Staying adaptable and being proactive in addressing these challenges can set a Customer Success Manager apart and drive long-term client loyalty.