Senior Customer Success Manager

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.),