Associate- Customer Success (Gurugram)

About Moove

Moove is building the worlds largest fleet and best-in-class technologies that power mobility platforms. Its flagship Drive-to-Own (DTO) product democratizes access to vehicle ownership with a revolutionary revenue based financing model enabling underserved mobility entrepreneurs to thrive.

Mooves growth has been fueled by its global Uber partnership and support of leading investors and lenders including Uber Mubadala BlackRock MUFG and many others. With operations now spanning 19 cities across 6 continents - Africa Asia Europe North America South America and the Middle East - Moove continues to expand its offerings through strategic acquisitions and partnerships with industry leaders including Waymo and Uber. Moove is transforming mobility to make it safer more efficient and accessible to all while providing economic opportunities and supporting skills development in the mobility sector.

About the Role

We are looking for a highly professional and experienced Associate- Customer Success at Moove. They will be charged with leading the team monitoring supporting and resolving drivers issues within our Operations team and be a representative and ambassador for the team across the company as well as to external stakeholders.

What Youll be Doing

Driver Lifecycle & Retention Management

Manage driver journey post-onboarding until active lifecycle completion.

Monitor engagement levels and identify early churn signals.

Drive structured retention and reactivation programs.

Manage driver communication cadence and engagement touchpoints.

Handle deboarding process in coordination with relevant teams.

Data Analysis & Insight Generation

Maintain and analyze city-level driver data (active base churn arrears utilization productivity).

Create daily/weekly/monthly MIS dashboards.

Conduct cohort analysis (arrears churn low-utilization segments).

Identify trends and provide data-backed recommendations.

Convert insights into actionable retention and recovery strategies.

Performance & Cohort Management

Track arrears cohorts and support reduction strategies.

Monitor driver performance KPIs (earnings utilization compliance).

Identify underperforming segments and implement corrective actions.

Support city P&L through improved retention and reduced churn.

Cross-Functional Collaboration

Work closely with: Sales team

Asset Safety & Maintenance (vehicle uptime & compliance issues)

Finance (arrears reconciliation & SD adjustments)

Ensure timely resolution of driver issues.

Process & Governance

Standardize Driver lifecycle and retention SOPs.

Improve reporting automation and dashboarding.

Ensure accurate data tracking and audit readiness.

Drive continuous process improvement initiatives.

What You will need for this position

Bachelors Degree in any discipline (MBA preferred but not mandatory)

25 years of experience in Customer Success / City Operations /Driver Lifecycle Management

Experience in mobility fleet leasing logistics or platform ecosystem preferred

Advanced Excel / Google Sheets (Pivot tables dashboards formulas)

Strong analytical and cohort analysis skills

MIS reporting expertise

Basic SQL / BI tools (good to have)

Strong ownership mindset

Structured and data-driven decision making

High accountability

Stakeholder management capability

Problem-solving orientation

Key Metrics

Key Account Manager program retention % for all Driver partners in the in the city

Active driver base stability

Arrears cohort reduction

Driver utilization rate

Reactivation numbers

Compliance adherence %

% of driver partners retained basis tenure - based targets and lease plan

Churn % monthly against target fleet size

Ticket resolutions for DPs basis physical and remote interactions

Driver performance basis supply hour and trip targets of the city

Creating plans to help DPs increase earnings if SH is at optimal level by ops hack

Familiar with CS and CRM tools

Who Youll Be Working with:

Directly reporting to our City General Manager and closely working with our Operations Team.

About the team

Our team is collaborative positive curious and engaged. We think fast work smart laugh often and are looking for like-minded people to join us in our mission to disrupt vehicle ownership and make financial freedom within reach.

Moove is strongly committed to diversity within its community. The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.

Pre-hiring Notice: Moove relies on the accuracy of information contained in employment applications as well as the accuracy of other data presented throughout the hiring process and during employment. Any misrepresentations falsifications or material omissions in any information or data provided by an applicant may result in the applicant being excluded from further consideration for employment or if an individual has already been hired termination of employment.

EEO Statement: Moove is an equal opportunity employer and does not discriminate on the basis of gender race sexual orientation marital status religion political affiliation or any other protected characteristic.

Moove: Moove is a mobility asset finance company and Ubers preferred fleet partner across Sub-Saharan Africa. Our Vision is to democratise financial services to make our customers more productive and successful. Our Core values are Compassion Excellence Innovation Teamwork Trust and Ownership.