IT Customer Success Manager, UK, English-speaking
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Job Description
IT Customer Success Manager responsible for customer onboarding and relationship management in UK and English-speaking regions. Manage customer projects and support customer success in a SaaS company.
Responsibilities:
- Own the customer relationship in the UK and other English-speaking markets, from onboarding through technical consulting to long-term account management
- Run multiple customer projects in parallel
- Act as the technical point of contact
- Help shape how we onboard and support customers as we grow
- Manage onboarding end to end, from setup and configuration to go-live
- Train users so they can operate the platform confidently on day one
- Manage multiple implementation or rollout projects at the same time
- Own timelines, milestones and stakeholders communication
- Support technical configurations, data migrations and integrations
- Keep project documentation and stakeholder updates current in Notion
- Build long-term customer relationships in the UK and English-speaking markets
- Identify and resolve issues before they escalate
- Communicate clearly across customers, internal team and external partners
- Support customers over the long term, proactively rather than reactively
- Identify expansion opportunities and demonstrate measurable value for our customers
- Coordinate with the tech team on complex issues
- Help develop 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
- An 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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