Open Positions

Group Manager

UK · Full-time · Senior

About The Position

About the role

Optibus is looking for a Group Manager to join our rapidly expanding business and Customer Success team! We are looking for an inspiring and experienced leader who has experience working in a fast-paced scale-up and is excited by the potential to make a huge impact on a growing team. In this role, you will be responsible for hiring, developing and retaining a team of Customer Success Managers and Technical Account Managers and helping to develop our successful services model and provide best practices in areas such as engagement, adoption, retention and growth. You will continuously improve the infrastructure to ensure customers' happiness as we grow, including the implementation of CSM methodologies, tools and work processes.



Responsibilities 

  • Grow a Customer Success organisation that provides an outstanding experience for the Optibus client base in EMEA
  • Develop and drive the strategy and alignment for the EMEA customer success team
  • Accountable for the Gross and Net retention within the EMEA region
  • Mentor and coach team members, hire and develop key talent, and manage performance
  • Responsible for employees’ utilization and efficiency, execution and deliverables, customer success and customer growth.  
  • Responsible for headcount planning and monitoring during the year
  • Define and optimise the customer lifecycle (map customer journey, define segmentation and identify opportunities for continuous improvement)
  • Accurately represent the voices of Optibus customers internally, ensuring the health of customers is properly understood and addressed
  • Escalation management - Ensure any at-risk accounts are resolved quickly, leveraging resources from across the company as needed
  • Manage the entire EMEA customer base to ensure the highest gross retention & net retention rates
  • Influence and support the Product Team to improve platform offerings
  • Build strong partnerships at senior levels, including C-Level

Requirements

Requirements:

  • Enthusiastic leader with the ability to inspire others
  • Truly customer-centred thinking with a passion to deliver the best possible outcome for our customers A customer-first attitude
  • Bachelor's degree (preferred) or equivalent work experience
  • 5+ years experience in a Customer Success role 
  • Relevant experience in a B2B SaaS company
  • Managerial experience
  • Experience in success planning, quarterly business reviews and escalation management
  • A team player – someone who enjoys being part of a friendly and social team and is supportive of their peers
  • Excellent communication skills, both oral and written; knows how to make complex things feel simple
  • Proven capability of operational excellence
  • Positive work ethic, ambitious and passionate attitude


About the company:

Optibus is passionate about the future of mass transportation – we want more people to use it, and we believe it should take center stage as the world of mobility changes around us.

Our vision is to be the technology engine behind better and more efficient means of mass transit, making it the first choice for passengers and cities alike. Our technology is at the center of making this happen, with a unique combination of AI and optimization algorithms, since better scheduling and operations make for better mass transit service, for all. We’re a well-funded scale-up whose product is deployed in more than 1000 cities worldwide, we are now a Unicorn ($1.3B+ valuation) and the leader in this space. Our strength comes from our culture: we like fun and super intelligent people, and we’re pretty serious about making mass transportation radically better worldwide. We have employees seated all over the world and offices open in the US, UK, France, Germany, Brazil and Israel.

 

Optibus.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.

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