Who are we?

Mistral Data develops data-driven software solutions that enable our customers to deliver better services to their passengers. Our mission is to unlock the full potential of rail data through blending deep industry expertise with modern cloud-native technology, to deliver actionable insights in real-time to address real-world operational and business challenges.

About the job

As a Customer Success Manager, you'll be vital to building and maintaining strong, long-term customer relationships – from onboarding to continuous growth. You'll ensure we're attuned to customers' needs and are consistently delivering an exceptional service. Through a highly organised and personable approach, you'll make sure our customers feel supported, while helping them drive real impact with our SaaS solutions. You'll work closely with our Product Managers to accelerate adoption of new functionality and maintain high levels of customer satisfaction. 

Your main responsibilities will be:

• Build and maintain strong, lasting customer relationships by conducting regular check-ins, organising service reviews, and strategic planning sessions that ensure alignment with evolving customer needs and expectations.
• Provide thoughtful onboarding support to new customers by guiding them through product capabilities, encouraging adoption, and offering tailored assistance that helps them get the most from our solutions.
• Triage and resolve customer issues with empathy, ensuring that every concern is addressed promptly and that our customers feel informed and supported throughout the process. Ensure our Service Desks consistently deliver to the highest standards, meeting or exceeding the SLAs agreed with our customers.
• Collaborate closely with internal teams to ensure alignment around customer priorities, coordinate stakeholder engagement, and communicate recurring issues to inform product enhancements and service improvements.
• Monitor customer usage analytics to identify engagement gaps, growth opportunities, and potential churn risks, using these insights - alongside stakeholder mapping - to proactively intervene with tailored engagement strategies to improve overall customer satisfaction.
• Encourage customers to participate in testimonials, case studies, and user groups, helping to promote user communities to foster peer-to-peer support and celebrate shared successes.
• Contribute to the development of knowledge bases and self-service resources by creating or refining user guides, and walk-throughs to empower customers and reduce support load.
• Identify moments where customers may benefit from expanded services and coordinate these opportunities with the Product Managers.
• Represent the voice of the customer within the organisation by advocating for their needs and contributing to product roadmaps that reflect real-world feedback and priorities.
• Coordinate regularly with the Head of Customer Engagement to align goals, share insights, and drive joint initiatives that improve customer satisfaction and growth.

As a minimum, you will need to have: 

• Demonstrated ability to shape positive experiences through thoughtful engagement with customers and key stakeholders. across diverse touchpoints.
• Strong organisational skills and project coordination history.
• A strong understanding of the Rail Industry, with experience working in an Operator strongly preferred.
• Experience leading IT initiatives and fostering technology adoption is preferred.
• Experience creating insightful case studies, help guides, news articles and other content that can inspire and educate our customers.

We all belong at Mistral Data. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below.  We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/