IT Customer Success Manager, UK, English-speaking countries

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

📋 Description

• Welcoming new customers into our system.

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

• Training users to ensure they can confidently navigate the platform from day one.

• Project Management responsibilities.

• Juggling multiple implementation or rollout projects simultaneously.

• Taking ownership of timelines, milestones, and communication with stakeholders.

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

• Maintaining up-to-date project documentation and stakeholder communications within Notion.

• Cultivating long-term customer relationships in the UK and English-speaking regions.

• Proactively identifying and addressing issues before they escalate.

• Ensuring clear communication among customers, internal teams, and external partners.

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

• Spotting expansion opportunities and showcasing measurable value for our clients.

• Serving as the technical liaison and coordinating with the tech team on intricate issues.

• Contributing to the development of scalable customer success strategies in the UK, including processes, templates, and tools.

• Assisting in the creation 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 within a SaaS context.

• Proven experience in project management.

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

• A customer-focused mindset, strong organizational skills, and a methodical, solution-driven approach to work.

• Excellent interpersonal skills with the ability to effectively connect with a variety of stakeholders.

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

• Proficiency in English at C2 level.

• Nice to Have: Basic knowledge of scripting or automation; Fundamental understanding of electrical engineering (e.g., access control systems, IoT hardware, or sensor integration); Experience with accounting processes or ERP systems; Familiarity with the self-storage sector or SaaS industry; Additional languages at C1 level: French, Spanish, Italian, Dutch, Polish, Portuguese, or German.

🏝️ Benefits

• Flexible working hours with fully remote options available in the UK.

• An international team that prioritizes autonomy and effective communication.

• Direct impact on product and customer processes.

• Flat organizational structure and prompt feedback cycles.

• Freedom to manage your own customer portfolio, supported by a robust internal team during complex situations.

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