Senior Customer Success Manager

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

Senior Customer Success Manager

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.

Note: