Senior Account Manager

Introducing Masabi

// At Masabi, we’re driving the fare payment revolution, powering the journeys of millions all over the world. We build fare collection platforms that allow riders to seamlessly buy and present tickets for public transport either on their mobile phones, from a ticket machine, or even by tapping their bank card to travel.

Our Justride platform is used in over 250 locations globally, including some of the largest cities in the world. With our industry-first mobile ticketing SDK, we’ve partnered with large players in the transport space, including Uber, Moovit and Transit.

Your own journey is important to us too. Choosing a role here means joining a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. Here, you’ll find the tools you need to build the career you want. Whether you’re taking the direct route or trying a new path, we’ll support you no matter what.

The Role

// As an Account Managerat Masabi, you will play a pivotal role in managing and nurturing existing client relationships. Your primary focus will be to acquire a deep understanding of our client's needs, particularly in the context of fare collection and broader initiatives, and leverage the full potential of the Justride platform to deliver maximum value.

You will actively engage in upselling and adoption efforts, with opportunities for revenue incentives as a reward for your successful outcomes.

Masabi’s Account Managers are at the forefront of building strong client partnerships, driving growth, and maximising the value we provide to our agency clients.

Location

// This role is available in a fully remote model for candidates based in Mountain, Central, and East Coast time zones in the continental US and Canada.

Responsibilities

Customer Strategy

• Develop a comprehensive strategy and account plan for client engagement, adoption, upselling, and retention to drive long-term success

• Develop a detailed understanding of the client's needs to proactively identify and drive initiatives to increase solution adoption

• Support operational strategy and innovation to drive business goals for revenue, operational performance, and profitability

• Champion the ‘voice of the customer’ at internal reviews with Product, Engineering, Finance and other teams

Relationship Management

• Cultivate and maintain strong client relationships to foster trust, loyalty and growth opportunities

• Map out and define the customer journey for agency clients, identifying key touchpoints for engagement and satisfaction

• Organise and lead regular business reviews, manage customer escalations, and provide data-driven insights for decision-making

Revenue Generation

• Identify and establish clear pathways for upselling and cross-selling additional services to meet client objectives

• Facilitate contract and change order signatures in line with agency goals

• Define, track, and improve drivers of volume growth and profitability for each account

• Utilize Account Management tools like scorecards, dashboards, and KPI reports to drive adoption to strengthen partnerships

Cross-Functional Collaboration

• Work with teams like Bids, Legal, and Finance to secure agency contracts and improve internal processes

• Contribute to the development of new tools and technology for team efficiency

Required Experience

• Considerable demonstrated expertise in relationship management, with a proven track record of successfully retaining and expanding client relationships up to executive level, preferably in a SaaS environment

• Success in negotiating and securing contract extensions and renewals

• Experience working towards a revenue-based target and working within a product-based organization

• Background in working with transit agencies, especially in fare collection, is highly desirable

About You

• Skilled at managing multiple priorities in a fast-paced environment

• Exceptional at building long-term executive relationships and providing value to clients

• Proficient in upselling/cross-selling and explaining complex technical solutions in client-friendly terms

• Strategic in business planning, aligning client needs with business objectives

• Strong written and verbal communication skills, with the ability to influence and provide insights

• High emotional intelligence (EQ), resilience, and a passion for transportation and urban development

Some of our benefits

• Competitive salary package

• 20 days of vacation per year (in addition to public holidays), plus the option to buy an additional 5 days of vacation each year. On top of this, our office is shut every year between Christmas and New Year, totalling a whopping 28+ days of vacation

• Private Healthcare and Life Insurance via Trinet

• Menopause support

• Training allowance of up to $1000 per year

• Choice of a workstation

• $250 per year to spend on your home office

• Ability to work for up to 3 months per year from any country in the world

• Enhanced family leave

• Fun and collaborative environment with a focus on making a difference in the world

// Careers at Masabi are for people who are going places - people who are moved by our mission to improve accessibility and make fares fair for everyone. We are grateful to be a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. We operate with openness — we celebrate multiple approaches and points of view and strive to create an environment where everyone feels empowered to bring their whole, authentic selves to work.

Whoever you are, just be yourself.

We encourage people from underrepresented backgrounds to apply; we don’t discriminate. Also, please notify our team of your pronouns at any point in your application. We believe in journeys made simple. Excursions made effortless. So, we cancel out confusion and leverage our collective expertise to support transit agencies and make life better for millions of riders — together, we are creating a future.

We’re already powering journeys - are you ready to join us?