Customer Success Manager | Letchworth | £40,000 +

Key Responsibilities

Customer Success & Relationship Ownership

• Act as the primary post?sale contact for assigned customers.
• Build strong relationships with stakeholders and understand their success criteria.
• Monitor customer health, usage, and engagement.
• Conduct regular success reviews and proactively address risks.

Onboarding & Implementation

• Guide customers through onboarding and deployment.
• Coordinate implementation milestones with internal teams.
• Ensure customers are confident and well trained on the solution.
• Manage the transition from implementation to business?as?usual operations.

Customer Retention & Growth

• Manage the full customer lifecycle and support contract renewals.
• Identify opportunities for upsell, cross?sell, and solution expansion.
• Act as a trusted advisor to help customers maximise value.

Operational Coordination

• Support the preparation of quotes for hardware, software, and services.
• Coordinate engineers, installers, logistics partners, and software teams.
• Track delivery timelines and ensure on?schedule hardware and software deployment.

Customer Support Oversight

• Work with support teams to ensure timely issue resolution.
• Monitor open cases and ensure SLA compliance.
• Escalate and manage critical issues when needed.

Cross-Team Leadership

• Act as the communication hub between Sales, Implementation, Operations, and Support.
• Ensure all teams stay aligned on customer expectations and delivery timelines.
• Provide customer insights to support product and service improvements.

Reporting & Insights

• Maintain accurate CRM and project documentation.
• Track key metrics such as customer health, support trends, project milestones, and renewals.
• Provide insights on customer risks, patterns, and opportunities.

What You’ll Bring

• Background in Customer Success, Account Management, or Client Services.
• Strong organisation, prioritisation, and project coordination skills.
• Excellent communication and relationship?building ability.
• Experience using CRM, ticketing, or project management tools.
• Proactive problem-solver with strong attention to detail.
• Comfortable working in a fast?moving, cross?functional environment.

Bonus Points

• Experience in SaaS or hybrid hardware/software environments.
• Familiarity with customer success methodologies and health scoring.
• Experience with Zendesk, Freshdesk, Jira, or similar tools.
• Understanding of SLAs, service delivery processes, or technical deployments.
• Exposure to hardware logistics or installation coordination.

Role Details

• Salary: £30,000–£40,000 depending on experience, plus team bonus.
• Location: Letchworth (on-site).
• Reason for Vacancy: New role created due to business growth.
• Interview Process:
  • Initial 15-minute online conversation
  • Final in-person interview
• Induction: Structured 90?day onboarding plan with ongoing development.