Senior IT Customer Success Manager, UK – English-speaking countries
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Job Description
Senior IT Customer Success Manager overseeing UK customer relationships and multiple projects. Leading technical support, onboarding, and long-term account management for SaaS platform.
Responsibilities:
- Own the customer relationship in the UK and other English-speaking markets
- 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 multiple implementation or rollout projects at the same time
- Own timelines, milestones and stakeholders communication
- Support technical configurations, data migrations and integrations
- Build long-term customer relationships in the UK and English-speaking markets
- Identify and resolve issues before they escalate
- Support customers over the long term, proactively rather than reactively
- Identify expansion opportunities and demonstrate measurable value for our customers
- Act as the technical point of contact and coordinate with the tech team on complex issues
- Shape how we scale customer success in the UK
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
Benefits:
- Flexible working hours
- 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
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