IT Customer Success Manager, UK, English-speaking

📋 Description

• Take charge of the customer relationship in the UK and other English-speaking regions, overseeing everything from onboarding to technical consulting and long-term account management.

• Manage multiple customer projects simultaneously.

• Serve as the technical liaison for clients.

• Contribute to the development of our onboarding and customer support processes as we expand.

• Oversee the entire onboarding process, from initial setup and configuration to the go-live phase.

• Provide training to users to ensure they can confidently use the platform from day one.

• Handle multiple implementation or rollout projects concurrently.

• Maintain timelines, milestones, and communication with stakeholders.

• Assist with technical configurations, data migrations, and integrations.

• Keep project documentation and updates for stakeholders current in Notion.

• Establish long-lasting relationships with customers in the UK and English-speaking markets.

• Proactively identify and resolve issues before they escalate.

• Communicate effectively with customers, internal teams, and external partners.

• Provide long-term support to customers, focusing on proactive engagement.

• Identify opportunities for expansion and demonstrate measurable value to our customers.

• Collaborate with the tech team on complex issues.

• Assist in developing scalable methods for onboarding, customer support, and project management.

⛳️ Requirements

• A minimum of 5 years of experience in customer success, IT project management, or technical customer support, preferably within a SaaS environment.

• Demonstrated experience in project management.

• A technical background with a strong understanding of software and data structures, such as in development or data analysis.

• A customer-centric mindset, strong organizational skills, and a structured, solution-oriented work approach.

• Excellent interpersonal skills with the ability to engage effectively with a diverse range of stakeholders.

• Proficient Excel skills (data preparation or migration) and familiarity with Notion, HubSpot, and Microsoft 365.

• Proficiency in English at the C2 level.

• Nice to Have: Basic knowledge of scripting or automation, foundational understanding of electrical engineering (e.g., access control systems, IoT hardware, or sensor integration), experience with accounting-related processes or ERP systems, familiarity with the self-storage sector or SaaS industry, and proficiency in additional languages at the C1 level such as French, Spanish, Italian, Dutch, Polish, Portuguese, or German.

🏝️ Benefits

• Flexible working hours and fully remote opportunities within the UK.

• An international team that values autonomy and effective communication.

• Direct impact on product and customer processes.

• Flat hierarchies and short feedback loops.

• The autonomy to manage your own customer portfolio, supported by a strong internal team during complex situations.

• Owner-managed and financially stable, without external investors.