Senior Customer Success Manager, Zeelo
Smart bus platform for commuting and school runs
Be an early applicant
Smart bus platform for commuting and school runs
101-200 employees
Be an early applicant
101-200 employees
Company mission
Zeelo is the shared transportation service, on a mission to give everyone access to shared, personalised transportation.
Role
Who you are
- Confident managing high value accounts in a strategic manner, and able to demonstrate high growth within your portfolio
- Commercially-minded, able to understand the client’s needs and be smart in how we shape and present the solution
- A deep understanding of client success principles, with the ability to build trust and manage relationships at senior levels within enterprise organisations
- Excellent communicator, able to establish strong relationships, and communicate effectively at all levels of an organisation
- Strong collaboration skills to work with cross functional teams to drive toward account specific business goals
- Ability to analyse service performance data, extract insights, and recommend actionable improvements to enhance client satisfaction and drive service efficiency
- An independent and proactive self-starter; able to move fast and prioritise effectively across a variety of different tasks
What the job involves
- Reporting to: Head of Customer Success
- As a Senior Customer Success Manager you will be responsible for managing a portfolio of Zeelo clients across both the Commercial and Education verticals
- To ensure the success, satisfaction, and retention of Zeelo's clients by driving value through tailored mobility solutions, optimizing service performance, and fostering strong internal and external partnerships that lead to account growth and retention
- Set the overall vision and strategy for your enterprise customer base, working closely with other cross functional teams in development and execution
- Manage renewal pipeline and provide accurate forecast reports
- Display strong judgment in contract negotiations and financial decisions, protecting and enhancing company interests and net revenue
- Identify and nurture opportunities to expand the commercial activities within an account
- Proactively identify, plan and execute against risk to achieve targeted client retention and client health scores
- Work on strategic internal projects to help build Customer Success processes to benefit both internal team and clients
- Work with clients to identify specific metrics of success; track and communicate progress on an ongoing basis
- Developing and maintaining a solid network of contacts across your portfolio
- Build and foster strong cross-functional working relationships with Sales, Operations, Marketing, Product and senior leadership
- Ensure client expectations are met, activities are prioritised efficiently to deliver top tier service and support
- Relentlessly looking for new ways to deliver value to our clients, using data to make optimisations and providing world class support
- Analyse customer insights, client/rider feedback, product data and market trends to identify opportunities for improvement in collaboration with Product
- Have a complete understanding of Zeelo’s service offering in order to continuously find smarter solutions to client needs as well as maximising client understanding and usage of the platform
- Act as a leader amongst your peers, sharing best practice and case studies from your own portfolio as well as being vocal in team meetings to ensure those around you grow
Salary benchmarks
Our take
Zeelo provides a personalised shared mobility service for underserved areas using data analytics. The AI-powered algorithm allows the company to design routes that meet the needs of customers, so they can make the most of their travelling time.
The Zeelo platform integrates with an executive vehicle fleet of over 20,000 high quality coaches across the UK in order to serve demand. The company now carries hundred of thousands of customers every month with a focus on commuting services for private companies and large events.
With the shifting attitudes towards sustainability, Zeelo now provides services that use less energy and are more sustainable, which will appeal to the environmentally conscious. The challenge will be growing its niche, with stiff competition in everyday ride sharing from Uber and others. Volatile markets have been a source of tension too for Zeelo, which split from its previous buyers Swvl in 2022. However, this deal signified a positive for Zeelo, if not for Swvl's plans to penetrate new markets in Europe. Zeelo, it seems, has outgrown its buyers and enjoyed a Series A round in 2023, indicating that it can now stand on its own two feet.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
21% female employees
122% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2023
$14m
SERIES A
Aug 2021
$12m
SERIES A
Total funding: $33.1m
Company benefits
- Team social events every month
- Great office spaces in London, Barcelona, USA and South Africa
- Ongoing training and development
- Hybrid ways of working
- Company-wide annual retreats
- 25 days holiday + bank holidays
Company values
- Smart - Zeeloites make thoughtful, quality decisions that have positive commercial impact for Zeelo and our partners; putting ourselves in the shoes of our riders, clients and operator partners. We are not afraid to innovate and challenge the status quo, whatever our level in the company.
- Fast - Zeeloites move fast and are decisive. We are focussed; not afraid to say no or respectfully challenge others. We make speed a competitive advantage in how we respond to our customers and manage our time
- Together - Zeeloites take ownership for the pod, support each other, prioritise solutions over blame and act in the best interests of Zeelo. We have no tolerance for egos - we win together, we reward outstanding performance and we celebrate together.
Articles
Leadership
Sam Ryan
(CEO)Previously co-founded Jumpin, a taxi sharing company for students. Jumpin was acquired by Addison Lee, where Sam worked as Senior Product Manager and then Head of Product for 2 years
Barney Williams
(CMO)Also co-founded JumpIn and joined Addison Lee, where he worked as Product Manager and then Head of Brand
Daniel Ruiz Giménez
(CTO)Held various engineering roles at Agilent, Telefonica, DMI and Golden Gekko
People progressing
Joined in the Operations team, promoted to Operations Manager after 8 months. He has since been promoted three times and is now Head of People.
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