Customer Success Manager

We’re looking for a driven, analytical and commercially-minded Customer Success Manager to join the Zeelo UK team. You will be accountable for the on-boarding, adoption, retention and overall success across your portfolio of accounts, ensuring that the service being designed and delivered provides an excellent return on investment. You will be the main point of contact across your portfolio, responsible for the account strategy and growth, working closely with sales, operations, data and marketing. This role reports into the Head of Customer Success.

What you should know about Zeelo:

  • Zeelo is a TransitTech company powering bus operators, employers and schools to provide highly efficient, sustainable and affordable transport programs
  • Our mission is to connect the world to work and education through affordable and sustainable transportation
  • We are in the business of providing both SaaS and managed commuter solutions to employers (office-based and shift-based), schools (private schools and universities) and bus/shuttle operators
  • We routinely procure bus operator partners to provide ground transportation
  • We have developed a best-in-class technology platform that connects organizations with riders and operator partners consisting of a route optimization platform, mobile apps and operations management system.
  • We’re 7 years old, backed by over $35 million of venture capital from ETF Partners, InMotion Ventures (Jaguar Land Rover), and Dynamo.VC.
  • We’re a team of 100+ across 3 continents (Europe, North America & Africa), 4 offices (London, Barcelona, Boston & Durban) and are live in 3 markets (UK, U.S. & South Africa.)
  • We encourage a culture where people move together, smart and fast. Learn more here.

Role responsibilities:

  • Drive customer retention and growth (your portfolio will includes accounts with significant Land and Expand opportunities)
  • Build strong relationships across all levels including c-suite
  • Fully understand clients requirements and purpose for launching Zeelo, establish clear success metrics and ensure services are delivering value
  • Work closely with other cross functional teams in the development and execution of the account plan, with the objective to create genuine value and maximise revenue potential
  • Deep understanding of Zeelo’s service offering and continuously find smarter solutions to support client needs
  • Provide pre-sales support to sales managers, working closely with, operations and data teams to design new services
  • Working closely with the bid team to help deliver winning tenders
  • Co-ordinate the launch of new services, ensuring alignment between operations, product and marketing teams
  • Own the post sale commercial relationship; relentlessly looking for new ways to deliver value to our clients, using data to make optimisations and providing world class support
  • Be the voice of the customer within the Product team to ensure current and future client requirements are met
  • Working closely with marketing to create and drive rider comms to increase ridership across your portfolio
  • Working with Head of Customer Success on creating and improving and team processes

About you:

  • Commercially-minded, able to understand the client’s needs and be smart in how we shape and present the solution
  • Excellent communicator, able to establish strong relationships, and communicate effectively at all levels of an organisation
  • Able to demonstrate experience of working with 10-15 enterprise clients of varying sizes, sectors and industries
  • Analytical mindset, comfortable working with data
  • An independent and proactive self-starter; able to move fast and prioritise effectively
    across a variety of different tasks
  • Ability to work under pressure and multi-task, producing accurate work within agreed timelines
  • An independent and proactive self-starter; able to move fast and prioritise effectively
    across a variety of different tasks
  • Strong attention to detail