IT Customer Success Manager, UK, English-speaking countries
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Job Description
IT Customer Success Manager responsible for onboarding and supporting customers across the UK and English-speaking countries. Managing multiple projects and ensuring customer satisfaction with a focus on technical solutions.
Responsibilities:
- Onboarding New Customers
- Running onboarding end to end, from setup and configuration to go-live
- Training users so they can operate the platform confidently on day one
- Project Management
- Managing multiple implementation or rollout projects at the same time
- Owning timelines, milestones and stakeholders communication
- Supporting technical configurations, data migrations and integrations
- Keeping project documentation and stakeholder updates current in Notion
- Building long-term customer relationships in the UK and English-speaking markets
- Identifying and resolving issues before they escalate
- Communicating clearly across customers, internal team and external partners
- Supporting customers over the long term, proactively rather than reactively
- Identifying expansion opportunities and demonstrating measurable value for our customers
- Acting as the technical point of contact and coordinating with the tech team on complex issues
- Shaping how we scale customer success in the UK — from the processes we run to the templates and tools we use
- Help developing scalable approaches for onboarding, customer support and project management
Requirements:
- At least 5 years of experience in customer success, IT project management or technical customer support, ideally in a SaaS environment
- Experience with project management
- A technical background with a solid understanding of software and data structures (for example, in development or data analysis)
- Customer-centric approach, organisational ability and a structured, solution-oriented way of working
- Strong interpersonal skills and the ability to effectively engage with diverse stakeholders
- Solid Excel skills (data preparation or migration) and familiarity with Notion, HubSpot and Microsoft 365
- English at C2 level
- Nice to Have: Basic knowledge of scripting or automation; Basic understanding of electrical engineering (for example, access control systems, IoT hardware or sensor integration); Experience with accounting-related processes or ERP systems; Knowledge of the self-storage environment or SaaS industry; Additional languages on C1 level: French, Spanish, Italian, Dutch, Polish, Portuguese or German
Benefits:
- Flexible working hours and fully remote in the UK
- International team that values autonomy and clear communication
- Direct influence on product and customer processes
- Flat hierarchies and short feedback loops
- Autonomy to run your own customer portfolio, with a strong internal team behind you when it gets complex
- Owner-managed and financially secure, with no external investors
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