Role purpose

At Passenger, we have an exciting opportunity for a Customer Success Manager to join our team to support our customers by understanding their unique goals and business processes and providing expert knowledge of Passenger products.

With an exciting growth plan ahead, the ultimate aim is to deliver on our mission statement “We build technology to power sustainable transport connecting people and their communities”.

Who you are

You are a smart, tech-savvy professional who is comfortable in a fast-paced environment and has a natural curiosity to pick things up quickly. You have previous Customer Success experience, have a natural aptitude to build relationships with customers and other stakeholders and seek opportunities to learn and develop new skills.

The key responsibilities are:

As a Customer Success Manager at Passenger, you will be responsible for the overall customer success, ensuring our customers are supported to get the most out of our products, identifying and delivering objectives specific to your customers and identifying revenue growth opportunities.

Experience and skills we need:

You have a passion for Customer Success and will have already been in a Customer Success role for a minimum of 12 months. We are looking for someone who is from a technical background, ideally working for a SaaS organisation, or has an interest in the technology sector. Experience in the public transport industry would also be advantageous.

You will act as the champion of customer excellence throughout the business, following processes but also suggesting improvements.

You will nurture your customer relationships and be responsible for every stage of the customer life cycle from onboarding to retention. There will be opportunities to attend, host and present at customer events, and run workshops, conferences and exhibitions. As part of the customer relationship, you will train new customers on our systems and champion our Passenger Academy, recording content to expand its existing library.

You will be confident in delivering regular product demos to existing customers, new starters within the business and new inbound sales opportunities.

This role does form part of the Out of Hours rota on the Help Desk.

Location:

This is a hybrid role. Our HQ is based in Bournemouth, BH1 which you will be required to attend once a week as well as company events which are around 4 times per year.

What we offer:

• Starting annual salary range of £35,000 - £40,000
• Flexible working hours
• The opportunity to work in technology and to help build a future where sustainable, shared transport comes first.
  
• The opportunity to work remotely most days and join us at our friendly HQ in Bournemouth, with fantastic facilities including showers, bike storage, snacks and refreshments.
• Company-sponsored lunches, away days, and celebrations.
  
• Colleagues and managers who support you to be the best you can be with quarterly reviews, structured CPD and a dedicated training budget.
• Private medical health care for yourself & your family.
• Health Cash Plan to cover the costs of day-to-day healthcare and well-being support.
• Two paid charity days per year.
• Cycle to work scheme.
• Electric vehicle salary sacrifice scheme.
• Employee referral scheme.
• Length of service recognition benefits (additional annual leave and pension contributions)
• EMI Share options which increase with length of service.

Passenger are an equal opportunities employer.