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.
Roles and 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.
Benefits
- You would be part of a dynamic startup revolutionizing the vehicle subscription and financial services industry for gig workers in Africa.
- You would be part of a dynamic environment where your ideas are heard and your contributions propel us forward.
- You would work alongside passionate, talented colleagues who share your commitment to excellence.
- You would witness firsthand the positive change your work brings to the lives of thousands of riders and drivers.
- Comprehensive benefits package, including a competitive salary, health insurance, and exciting growth opportunities.
Skills Required
- Bachelor's degree in Business Administration, Marketing, Communications, or related field
- Strong understanding of customer success principles
- 3-5 years of experience in customer success or account management
- 2+ years in a leadership or senior capacity
- Ability to manage escalated situations and resolve customer complaints
What We Do
Gigmile is a mobility FinTech platform that offers vehicle subscriptions and financial services to gig workers in Africa, aiming to empower them with access to vehicles and improve livelihoods.
