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.