Manager, Customer Success at Gamma Mobility Limited

Job Title: Manager, Customer Success

Position Summary

• Gamma Mobility is seeking a Manager, Customer Success to drive customer satisfaction, retention, and long-term engagement. 
• The CSM will be responsible for ensuring gig workers and fleet owners get maximum value from Gamma Mobility’s vehicle leasing and financial services. 
• The ideal candidate will proactively manage relationships, optimize customer onboarding, monitor performance, and implement strategies to enhance the overall customer experience.

Key Responsibilities

• Develop and implement customer retention strategies to maximize engagement and reduce churn.
• Conduct regular check-ins with customers to understand challenges and provide tailored solutions.
• Ensure seamless onboarding for new customers, ensuring adequate education of Gamma Mobility’s offerings.
• Develop and execute training programs relevant for the success of customers to cover vehicle usage, financial literacy, maintenance best practices and other core functions
• Identify opportunities to upsell insurance, maintenance plans, and additional services to customers.
• Work with the finance and risk teams to offer personalized financial solutions.
• Develop targeted campaigns to promote value-added services for gig workers and fleet operators.
• Act as the primary point of contact for customer concerns, ensuring timely resolution of issues.
• Collaborate with collections, risk, and operations teams to resolve payment, maintenance, and compliance issues.
• Track and analyze customer complaints, implementing strategies to enhance service delivery.
• Use data insights to segment customers and deliver personalized engagement strategies.
• Prepare regular reports on customer experience trends and retention performance.
• Engage with gig worker communities to foster loyalty and long-term partnerships.
• Organize customer engagement events, webinars, and training workshops.
• Represent Gamma Mobility at industry events, networking with mobility platform partners and service providers.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Strong understanding of customer success principles, customer relationship management, and retention strategies.
• Master’s degree in Business Administration (MBA), Customer Success Management, or a related field is a plus
• At least 3-5 years of experience in customer success, account management, or customer service roles, with 2+ years in a leadership or senior capacity.
• Experience managing key accounts or a portfolio of customers, ensuring high levels of satisfaction and retention.
• Deep commitment to ensuring customers are satisfied, engaged, and deriving maximum value from the company’s services.
• Ability to manage escalated situations and resolve customer complaints in a calm, constructive, and timely manner.

Application Instructions:

The application deadline is on 5th March, 2025. Qualified and interested candidates can: Click here to apply online. It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.

Official Website: https://www.gammamobility.com