Job Overview
- Job Title Customer Success Manager
- Hiring Organization Masabi
- Company Website https://www.masabi.com/
- Remote Locations Columbia
- Job Type Remote, Full-Time
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.
Job 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
Job Requirements
- 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
Employee Benefits
- Competitive salary package
- 15 days paid vacation for each year of service plus 18 public holidays
- Private Healthcare
- Monthly team bonding allowance
- Menopause support
- Choice of a workstation
- Ability to work for up to 3 months per year from any country in the world
- Enhanced family leave
- Fun and collaborative environment with a focus on making a difference in the world
In addition to the above, as an employee, you will also have access to a training allowance of up to $750 USD and $250 USD to spend on your home office every year.
How To Apply
Click “Apply” below to fill in the application form!
More Information
- Remote Job Location Columbia
- Salary Offer Competitive salary
- Experience Level Junior Level, Mid Level, Senior Level
- Education Level Non Specific
- Working Hours to be arranged (full time based )
- Job Application Via Custom Application Page
