Customer Success Manager

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.

//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.

// 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, 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.

• 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.

• 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…