Company Description

We are champions of rail, inspired to build a greener, more sustainable future of travel. Our purpose is our momentum. It makes us feel good because we know we’re doing good. As we lead the way to a greener future, we do it together. We’re all about connections - with each other, with our customers and with the world. Just as our platform brings the world together, it’s our ambition that connects us. We motivate each other to go beyond our limits, to experiment, to fail and to always grow.

With over 110 million visits every month to our platform and £4.3 billion in net ticket sales, we're always innovating and making moves towards our final destination — a world where travel is as simple, seamless, and affordable as it should be.

And we couldn't do any of it without our incredible people driving us forward. Today, we're a FTSE 250 company that's proudly home to more than 1000 Trainliners from over 60 nationalities across offices in London, Paris, Barcelona, Milan, Edinburgh, Berlin, Madrid and Brussels. It's this diversity that energises us and makes us stronger, helping us to achieve amazing things.

With our sights firmly set on further European growth, there is no better time to jump on board this high-speed train and be part of our continued success.

Great journeys start with Trainline.

Job Description

Trainline Business is Trainline’s B2B offering direct to companies of any size. It allows companies to manage and control their businesses travel through a self-serve tool as well as offering their employees a simple and easy to use website and app to book tickets.   

With over 12,000 companies using a Trainline Business Account across UK and Europe, we are focused on not only enticing new customers to use our product but providing them with lots of reasons to come back and back again. It’s with this in mind that we have a new opportunity for a Customer Success Manager to join our team as we scale and expand into new markets as well as grow our existing customer base.   

As a Client Success Manager, you will be instrumental in driving revenue-generating growth and retention initiatives. Your product expertise will make you uniquely qualified to share best practices and recommendations with customers, and your customer expertise will make you uniquely qualified to advocate for the Trainline Business customer base (internally and externally). You will work within all our core markets (UK, FR, IT and ES) to grow Trainline’s business travel sales.   

Own existing customer growth targets  

• Drive revenue for Trainline Business throughout the post-sales lifecycle: increase product penetration and retention within existing accounts.   
• Meet or exceed all assigned expansion/upsell/retention revenue targets.  
• Be the customer relationship marketing expert; collaborate with marketing and product to create one to many communication strategies to drive customer value from the Trainline Business product.  
• Return important customer data and insights to the Product team, with the goal of influencing internal strategy and securing the success of the Trainline Business customer base.  
• Build a Client Success playbook that will be used to scale globally and train our growing team.  

Own success of Account Executive / Sales Development Reps in all markets  

• Set and monitor the success of the SDR team to ensure targets are met 
• Work with the Account Executive / SDR team to develop success plans and ensure a seamless transition from Sales to Client Success.  

Manage inbound sales from onboarding to go live in all markets  

• Develop strong relationships with top tier clients, providing support during initial product implementation and employee onboarding, recommendations and advice around best practices, guidance during new product/feature launches, and help resolving any product issues or concerns.  
• Represent Trainline at relevant industry and trade events 

Qualifications

• Proven B2B client success or account development experience  
• Proven track record of client success and consistently exceeding KPIs, revenue targets, and company goals  
• Excellent communication and interpersonal skills, with the ability to persuasively communicate recommendations and effectively champion customer needs.  
• Able to work autonomously and make sound commercial decisions and recommendations.  
• Strong use of insights and confidence around data-driven decision making  
• Ability to problem solve, adapt, and grow quickly as we build the Client Success organisation.  
• Excellent organisation, project management and time management skills  
• Excel in a dynamic startup environment.
• Fluent in English, with excellent verbal and written communication skills  
• Fluent in either French, Italian or Spanish language  

Additional Information

Why should you jump on board?

We pay special attention to learning and development and organise quarterly company learning days as well as offering a learning budget that can be put towards resources of your choice. We will cover the costs of your professional subscriptions and give you access to our very own learning platform.

At Trainline, we care about the wellness of our employees. We host puppy therapy sessions, in-office yoga and run Mental Health First Aider training courses as well as having an Employee Assistance Program as one of our many company benefits.

We regularly throw fun social events such pub quizzes, karaoke nights and our large-scale Summer and Winter Festivals every year. Additionally, we love hosting meetups in our amazing event spaces and having the opportunity to support internal and external community groups.

We also hold companywide hackathons and our annual Trainline Tech Summit, which provides Trainliners with an opportunity to stand up and share their story, learnings, or new skills with their colleagues in a safe environment.

Our flexi-first approach

We believe in the importance of a healthy work-life balance and the value of a flexible workforce. Our flexi-first approach outlines our commitment to a hybrid way of working and our expectations of Trainliners. A key part of what makes Trainline special is our people and the value we get from the buzz and energy of our workplaces, and that’s why we’re proud to offer the best of both worlds. In practice this means in–office attendance at least 40% of the time over a 12-week period for all Trainliners. These in-office days are typically team led to help us connect, collaborate and create together.

Our Values 

• Think Big - We're building the future of rail 
• Own It - We care about every customer, partner and journey 
• Do Good - We make a positive impact 
• Travel Together - We're one team 

Interested in finding out more about what it's like to work at Trainline? Why not check out what our employees say about us on Glassdoor? You can also find out more information by following us on LinkedIn or our 'Life at Trainline' Instagram account.  

We value open expression at Trainline, we believe it’s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world.