Job Title: Senior Manager – Fleet Customer Success Base Location: Pune Package: ₹10–14 LPA Department: Customer Success About Routematic Routematic is a leading employee transportation and mobility solutions provider, leveraging technology to deliver safe, efficient, and reliable commute experiences. We work with top enterprises to manage their end-to-end employee transport needs, driving both customer satisfaction and operational excellence. Role Overview The Senior Manager – Fleet Customer Success will be responsible for managing key fleet customers of Routematic, ensuring smooth delivery of commute services while driving high levels of customer satisfaction. This role will act as the bridge between clients, internal operations, and the helpdesk team, ensuring seamless communication, service excellence, and operational efficiency. Key Responsibilities Own end-to-end customer relationship management for assigned fleet clients. Act as the primary escalation point for client stakeholders, ensuring service delivery within agreed SLAs. Collaborate with internal operations and helpdesk teams to ensure smooth execution of daily fleet activities. Monitor and report on customer satisfaction, fleet performance, and SLA adherence. Lead client reviews, governance calls, and periodic business reviews. Identify and resolve operational challenges proactively, ensuring minimal disruption in services. Drive process improvements, automation, and best practices for better customer experience. Support client onboarding, pilot runs, and demos at city/account level. Mentor and guide the operations/helpdesk teams on customer-first practices. Ensure compliance with safety standards, transport regulations, and client policies. Requirements MBA / Bachelor's, with 8–12 years of relevant experience. Strong background in Customer Success, Fleet Operations, or Service Delivery (mobility/transport industry preferred). Proven ability to manage enterprise clients and large-scale fleet operations. Experience in managing cross-functional internal teams (operations, helpdesk, vendor partners). Excellent communication, presentation, and stakeholder management skills. Analytical mindset with ability to interpret data and drive decisions. Strong problem-solving and conflict management abilities. Key Skills Customer Success & Client Management Fleet Operations & Service Delivery Team Leadership & Cross-functional Collaboration SLA Compliance & Performance Management Escalation & Risk Management Data-driven Insights & Reporting Job Types: Full-time, Permanent Pay: ₹1,000,000.00 - ₹1,400,000.00 per year Benefits: Health insurance Provident Fund Ability to commute/relocate: Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Work Location: In person
Job Title: Senior Customer Success Manager Location: Pune (Base Location) Package: ₹13 – 15 LPA About Routematic Routematic is a leading employee transportation and mobility solutions provider, leveraging technology to deliver safe, efficient, and reliable commute experiences. We work with top enterprises to manage their end-to-end employee transport needs, driving both customer satisfaction and operational excellence. Role Overview We are seeking a highly motivated and experienced Senior Customer Success Manager to join our Pune team. The role involves managing key client accounts, ensuring seamless service delivery, and leading a team of 4–5 Customer Success Managers/Executives. The ideal candidate will bring strong customer success expertise, preferably in the transportation/mobility or service industry, with a proven track record of managing client relationships at scale. Key Responsibilities Lead a team of 4–5 Customer Success Managers/Executives to deliver excellent client experience and service outcomes. Own end-to-end client engagement at the city level, ensuring smooth implementation and ongoing operations for assigned accounts. Drive client onboarding including demos, pilots, and process handovers to ensure successful adoption. Monitor account performance, identify gaps, and implement corrective actions to ensure SLA adherence and customer satisfaction. Build and nurture strong client relationships with key stakeholders to drive retention, renewals, and account growth. Collaborate with cross-functional teams (operations, product, technology, etc.) to resolve issues and deliver customized solutions. Provide regular reporting, insights, and reviews to clients and internal leadership. Mentor and develop the Customer Success team to enhance capability and performance. Qualifications & Skills MBA / BE / B.Tech preferred with relevant experience. 6–10 years of experience in Customer Success/Account Management, ideally in employee transportation, mobility, or related service industry. Strong leadership skills with prior experience leading a team. Excellent communication, presentation, and relationship management skills. Strong analytical mindset with the ability to monitor KPIs and drive data-driven decisions. Ability to thrive in a fast-paced, client-facing environment. Job Types: Full-time, Permanent Pay: Up to ₹1,500,000.00 per year Benefits: Health insurance Provident Fund Ability to commute/relocate: Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Experience: Customer Success/Account Management: 6 years (Required) Work Location: In person Speak with the employer +91 6265255490
As a Senior Manager Fleet Customer Success at Routematic, you will play a crucial role in managing key fleet customers, ensuring smooth delivery of commute services, and driving high levels of customer satisfaction. You will be the primary point of contact for client stakeholders, collaborating with internal operations and helpdesk teams to ensure seamless communication, service excellence, and operational efficiency. **Key Responsibilities:** - Own end-to-end customer relationship management for assigned fleet clients. - Act as the primary escalation point for client stakeholders, ensuring service delivery within agreed SLAs. - Collaborate with internal operations and helpdesk teams to ensure smooth execution of daily fleet activities. - Monitor and report on customer satisfaction, fleet performance, and SLA adherence. - Lead client reviews, governance calls, and periodic business reviews. - Identify and resolve operational challenges proactively, ensuring minimal disruption in services. - Drive process improvements, automation, and best practices for better customer experience. - Support client onboarding, pilot runs, and demos at city/account level. - Mentor and guide the operations/helpdesk teams on customer-first practices. - Ensure compliance with safety standards, transport regulations, and client policies. **Qualifications:** - MBA / Bachelor's degree with 8-12 years of relevant experience. - Strong background in Customer Success, Fleet Operations, or Service Delivery (mobility/transport industry preferred). - Proven ability to manage enterprise clients and large-scale fleet operations. - Experience in managing cross-functional internal teams (operations, helpdesk, vendor partners). - Excellent communication, presentation, and stakeholder management skills. - Analytical mindset with ability to interpret data and drive decisions. - Strong problem-solving and conflict management abilities. At Routematic, we are committed to delivering safe, efficient, and reliable commute experiences for our clients. Join us in our mission to drive customer satisfaction and operational excellence in the employee transportation and mobility solutions industry.,
As a Senior Customer Success Manager at Routematic, you will play a crucial role in managing key client accounts, ensuring seamless service delivery, and leading a team of 45 Customer Success Managers/Executives. Your strong customer success expertise, preferably in the transportation/mobility or service industry, will be essential in maintaining client relationships at scale. Key Responsibilities: - Lead a team of 45 Customer Success Managers/Executives to deliver excellent client experience and service outcomes. - Own end-to-end client engagement at the city level, ensuring smooth implementation and ongoing operations for assigned accounts. - Drive client onboarding including demos, pilots, and process handovers to ensure successful adoption. - Monitor account performance, identify gaps, and implement corrective actions to ensure SLA adherence and customer satisfaction. - Build and nurture strong client relationships with key stakeholders to drive retention, renewals, and account growth. - Collaborate with cross-functional teams (operations, product, technology, etc.) to resolve issues and deliver customized solutions. - Provide regular reporting, insights, and reviews to clients and internal leadership. - Mentor and develop the Customer Success team to enhance capability and performance. Qualifications & Skills: - MBA / BE / B.Tech preferred with relevant experience. - 6-10 years of experience in Customer Success/Account Management, ideally in employee transportation, mobility, or related service industry. - Strong leadership skills with prior experience leading a team. - Excellent communication, presentation, and relationship management skills. - Strong analytical mindset with the ability to monitor KPIs and drive data-driven decisions. - Ability to thrive in a fast-paced, client-facing environment. About Routematic: Routematic is a leading employee transportation and mobility solutions provider, leveraging technology to deliver safe, efficient, and reliable commute experiences. Working with top enterprises, Routematic manages end-to-end employee transport needs to drive customer satisfaction and operational excellence. Benefits: - Health insurance - Provident Fund If you are a goal-oriented and experienced professional with a passion for customer success and team leadership, this role offers an exciting opportunity to make a significant impact in the transportation industry. (Note: Any additional details of the company were not included in the provided job description.),