At a Glance
- Tasks: Drive revenue growth and build strategic relationships with key accounts.
- Company: Join a mission-driven team at Zeelo, focused on sustainable transport solutions.
- Benefits: Competitive salary, global exposure, and opportunities for professional development.
- Other info: Dynamic environment with a focus on AI and sustainability.
- Why this job: Make a real impact by shaping customer success and driving innovation in mobility.
- Qualifications: Proven track record in commercial outcomes and experience with C-suite engagement.
The predicted salary is between 60000 - 80000 £ per year.
The Customer Success Manager owns the commercial success of their portfolio - retention, expansion, and long-term revenue growth. This isn't a service-delivery role: you're the strategic and commercial owner and partner for every account in your portfolio, engaging C-suite and economic buyers, leading complex renewal and expansion cycles end-to-end, and using data-backed insight to shape how customers buy. You'll partner cross-functionally with Sales, Operations, and Product - not to keep the lights on, but to drive growth.
What You'll Do:
- Own revenue outcomes across a portfolio of strategic accounts - retention, expansion, increased share of wallet, and revenue under contract targets.
- Lead the full renewal lifecycle for high-value, complex accounts: forecasting accuracy, sophisticated commercial negotiation, multi-stakeholder alignment - applying MEDDPICC with rigour and ensuring we have validated success metrics with our customers.
- Identify and shape multi-service expansion opportunities with measurable revenue impact.
- Build and lead C-suite and economic buyer relationships, positioning Zeelo as a strategic partner and shaping decision criteria — not just managing a relationship.
- Build ROI narratives grounded in operational, rider, and financial data, and use them to defend pricing, secure renewals, and justify expansion. Link the Zeelo service to organisational goals and translate how we support to solve wider business challenges.
- Lead structured business reviews across the portfolio; driving programme optimisation, uncovering expansion opportunities, and advancing customer maturity.
- Lead proactive churn risk management across your portfolio, deploying cross-functional recovery plans with speed and commercial precision.
- Develop multi-year account strategies aligned to customer priorities and Zeelo's growth goals.
- Shape how Customer Success engages with Sales, Operations, Product, and Marketing — driving aligned account strategy with authority.
- Maintain the CRM as a live commercial tool, applying MEDDPICC qualification across every renewal and expansion opportunity.
- Structure complex deals and negotiate confidently with Procurement and Finance, protecting margin while securing long-term value.
What You Have:
- A track record of owning commercial outcomes — not just relationships — across a strategic account portfolio, including revenue growth, not just retention.
- Proven experience leading complex, multi-stakeholder renewal and expansion cycles, ideally using MEDDPICC or an equivalent methodology.
- Confidence and credibility operating with C-suite and economic buyers — you shape conversations, not just attend them.
- Strong commercial acumen: you can build a defensible ROI narrative, protect pricing in negotiation, and hold your ground with Procurement and Finance.
- Sharp data fluency — you use customer, rider, and operational data to uncover opportunities and influence strategy, not just report on it.
- A bias to challenge: you bring customers market and pricing insight they haven't asked for, and hold Operations and Product accountable for commercial impact.
- Comfort operating with full ownership and minimal oversight in a fast-scaling environment.
- Interest and curiosity for AI deployment at scale.
You may also have:
- Background in tech-enabled services, SaaS, or a comparable commercial CS/account management model.
- Experience in mobility, logistics, or a high-growth startup environment.
- History coaching or mentoring more junior CSMs.
Why Zeelo:
- Mission-driven work: Every commute we power helps reduce CO₂ emissions and makes work more accessible especially in areas with limited public transport.
- Global exposure: Be part of a 120+ person team across the US, UK, and Spain.
- Best-in-class tech: Our platform is redefining how organizations move their people.
Senior Customer Success Manager in London employer: Zeelo Talent Marketplace
Zeelo is an exceptional employer that champions mission-driven work, allowing you to contribute to reducing CO₂ emissions while enhancing accessibility to transport. With a dynamic and collaborative work culture, employees benefit from global exposure across teams in the US, UK, and Spain, alongside opportunities for professional growth in a fast-scaling environment. Join us to leverage best-in-class technology and make a meaningful impact in the mobility sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zeelo Talent Marketplace. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zeelo Talent Marketplace before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zeelo Talent Marketplace:Your cover letter is your chance to shine! Tell us why you want to work at Zeelo Talent Marketplace specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zeelo Talent Marketplace!
How to prepare for a job interview at Zeelo Talent Marketplace
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
