Customer Success Manager - Transit (remote)
Posted on: January 26, 2023
For this role, we strongly prefer candidates with a Transit,
Mobility or Regulatory background.
At Masabi, we are helping to make cities better places to live,
work and visit by enabling seamless, frictionless journeys on
public transport systems. We are a SaaS company developing a fare
collection platform that allows people to buy and present tickets
for public transit on their mobile phones or by tapping a bank card
or smart card to travel.
We believe a new fare payments system allowing passengers to tap
and ride without needing to buy a ticket or understand fares should
be available to every passenger and every transit agency around the
globe, without prohibitive costs or taking years to deliver,
helping people move seamlessly from A to B.
Our Justride platform has won numerous awards and is used in over
150 locations worldwide, including New York, London, Boston, Las
Vegas, Valencia, The Hague, Los Angeles, Melbourne, and many more.
With an exciting industry-first mobile ticketing SDK, we are
partnering with companies like Uber, Lyft, Transit, Moovit to
enable the purchase of public transit tickets within leading
Join us on this exciting ride as we build the transit technology
ecosystem of tomorrow.
Masabi is looking for Relationship Managers/Account Managers to
join our Global Services team, supporting strategic transit
organizations with their long - term adoption and retention of our
SaaS ticketing solutions and leading them through a growth journey
from mobile-first to Account-Based Ticketing and Full Fare
Collection models and cEMV.
This role will be based in the continental United States. While we
strongly prefer West-coast-based candidates, we will consider
candidates within the Pacific to Mountain time zones.
The role is split into three parts:
Owning the contract lifecycle with some of the world's leading
transportation organizations, who turn to Masabi as a trusted
technology partner to innovate their fare payment solutions and
advise them on the change management programs that come along with
Understanding an agency's strategic goals and integrating Masabi
into its vision and programs.
Building and maintaining executive relationships while acting as
the key interface between the client and Masabi.
Creating strong relationships at all levels and helping clients
maximise Masabi's scalable technology benefits through the
expansion of mobile ticket availability, increasing adoption and
taking clients on a development journey towards Full Fare
Translating complex technology solutions to clients using their own
business language in a way that resonates with their business
You will establish and manage a successful account management plan
through regular health checkpoints and metrics such as adoption
rate, revenue growth, mobile ticketing analytics and trends.
You will conduct internal reviews with Masabi stakeholders;
product, engineering, marketing, R&D and services delivery to
present the customer voice and view on product quality and
functionality, technology direction and strategic roadmap
Create product review cycles with your clients, helping them to
understand Masabi's product direction and technology roadmap,
determine the product value to their user base and agree on how to
best implement these during the contract term.
Involved with developing channels for product feedback, development
and expansion - managing the process with Product Management and
eliciting feedback to access the voice of the customer.
Maintain a deep product knowledge, act as the product expert for
the client and support your accounts with customer education,
workshops, presentations and training, while working closely with
Product Managers to communicate new features and functionality.
Develop programs and outreach initiatives to maintain Masabi's
existing relationships within transit agencies, and devise account
strategies to grow its footprint of Masabi.
Identify new areas for business and growth with existing product
You will lead the negotiation of commercial and legal terms to
cover contract extensions, upsells or revised business strategies
and assist clients with developing marketing and launch plans.
Solid experience in account management, with past proven success in
account retention and upsell, ideally in a SaaS type of
Be able to explain complex technical solutions to clients in a way
that resonates with their business strategy.
Are highly persistent and able to find creative ways of delivering
value to clients.
Have a high degree of EQ, drive and resilience.
An excellent communicator, comfortable operating at executive and
senior management levels.
Enjoy working with customers and always striving to provide service
Familiarity with mobile applications and an interest in
Open to travelling to client sites when safe to do so.
Have methodical business planning skills and are able to identify
Passionate about the future of transportation, mobility and cities,
and are looking to make a difference in building the transportation
technology ecosystem of tomorrow.
Great if you have---
Experience with business development and contract management.
Experience/knowledge of product definition or having worked in a
Knowledge or experience of the rail/transportation industry.
Some of our benefits:
Competitive salary package.
20 days of vacation per year (in addition to public holidays), plus
the option to buy an additional 5 days of vacation each year. On
top of this, our office is shut every year between Christmas and
New Year, totalling a whopping 28+ days of vacation.
Private Healthcare and Life Insurance via Trinet.
Training allowance of up to $1000 per year.
Choice of a workstation.
$250 per year to spend on your home office.
Flexibility to work from home whenever you need to and flexible
working hours (we are currently operating fully remote due to
Ability to work for up to 3 months per year from any country in the
Enhanced family leave.
Regular social gatherings with a monthly spending allowance for
Fun and collaborative environment with a focus on making a
difference in the world.
We celebrate multiple approaches and points of view, striving to
create an environment where everyone feels empowered to bring their
whole, authentic selves to work. Whoever you are, just be yourself.
We encourage people from underrepresented backgrounds to apply; we
don't discriminate. Also, please notify our team of your pronouns
at any point in your application.
All interviews are expected to take place by phone or video.
Masabi's flexible working policy will allow you to work entirely
remotely, or from one of our offices in London, Cluj, New York,
Denver or Boston. The choice about where you work from will be
primarily made by you. Regardless of where you choose to work from,
you will be allowed to work outside of the country of your
employment for up to 3 months each year.
To find out more about who we are and how we work, please have a
read about how our business reacted to the Covid pandemic:
This employer is a corporate member of
myGwork - LGBTQ+ professionals, the business community for LGBTQ+
students, inclusive employers & anyone who believes in workplace
Keywords: myGwork, Spokane , Customer Success Manager - Transit (remote), Executive , Spokane, Washington
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