IT Customer Success Manager, UK, English-speaking

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take responsibility for the customer relationship in the UK and other English-speaking regions, overseeing everything from onboarding to technical consulting and ongoing account management.

• Manage several customer projects simultaneously.

• Serve as the primary technical contact for clients.

• Contribute to the design and improvement of our customer onboarding and support processes as the company expands.

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

• Educate users to ensure they can confidently utilize the platform from day one.

• Handle multiple implementation or rollout projects concurrently.

• Manage timelines, milestones, and communication with stakeholders.

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

• Maintain up-to-date project documentation and stakeholder updates in Notion.

• Foster long-lasting customer relationships 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 with a proactive approach.

• Spot opportunities for expansion and showcase measurable value for our clients.

• Collaborate with the tech team on complex technical challenges.

• Aid in the development of scalable methods for onboarding, customer support, and project management.

⛳️ Requirements

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

• Experience in project management is essential.

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

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

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

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

• Proficiency in English at a C2 level.

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

🏝️ Benefits

• Flexible working hours with a fully remote position in the UK.

• An international team that prioritizes autonomy and clear communication.

• Direct impact on product and customer processes.

• Flat hierarchies and brief feedback cycles.

• Independence in managing your own customer portfolio, supported by a strong internal team during complex situations.

• Owner-managed and financially stable, with no external investors.