Customer Success Manager | SaaS, Contact Centre Platform

About the business

A fast-growing technology provider whose platform helps a large number of businesses connect with their customers every day. The culture is ambitious and down to earth. You are trusted with responsibility early, expected to think commercially and encouraged to act decisively. It is also a supportive place to do that: people are open and honest, and mistakes are treated as part of learning quickly.

The role

This is a senior, customer-facing role leading new implementation projects from first discovery through to go-live. You sit between what a customer needs and what the platform can deliver, and you design solutions that show value from day one.

You work directly with customers to understand their business pains and map them to platform features. You then produce a solution design for the System Build team to configure. Once it is built, you own testing and quality assurance before handing back to the customer for go-live. You own the design and everything about its quality, but you do not configure it yourself.

What you will do

• Discovery and solution design
• Lead structured discovery sessions to surface business pains, objectives and success criteria
• Map requirements to platform capabilities, making full use of the customer's contracted package
• Produce clear designs covering call flows, routing logic, IVR frameworks, integrations and reporting, ready for handoff
• Challenge customers constructively where their first idea would limit outcomes or cause problems later
• Spot opportunities to widen adoption beyond the minimum scope

Project delivery

• Own the project plan from kick-off to go-live, delivering to agreed dates and within estimated resource hours
• Coordinate handoffs between discovery, build, testing and go-live
• Manage scope, timeline and risk, flagging early and resolving before problems grow
• Close every project with a full handover to Customer Success, including documented outcomes and a feature adoption baseline
• Testing and go-live
• Validate that the configured solution matches the approved design and meets the customer's success criteria
• Manage sign-off, live support during launch and resolution of critical issues
• Leave customers self-sufficient, with knowledge transfer and documentation complete
• Value, adoption and commercial awareness
• Drive feature adoption throughout implementation, with customers using a strong majority of the features in their package at go-live
• Define and document success outcomes before go-live so the Customer Success Manager has a clear baseline
• Pass on upsell and expansion opportunities to the account team
• Contribute to monthly professional services fee targets across your projects and spot additional work where customer needs grow

About you

Essential

• A few years in customer-facing implementation, solutions consulting or technical onboarding in a SaaS environment
• Experience with contact centre platforms
• A track record of delivering complex SaaS implementations on time and within scope
• Strong discovery and consultative skills, with the ability to turn real business needs into effective designs
• Disciplined project management and comfort owning a delivery plan
• Clear communication with everyone from operational managers to IT leads
• Commercial awareness of how adoption, outcomes and retention connect

Helpful to have

• Experience designing contact centre solutions (routing, IVR, workforce management, CRM integrations)
• CRM integration familiarity
• Time spent in or alongside a Customer Success function
• Understanding of AI-driven contact centre capabilities such as conversation analytics, AI routing and virtual agents

Training and progression

Full platform certification, implementation methodology and discovery framework training, exposure to a wide range of enterprise contact centre environments, ongoing development as the platform's AI capabilities grow, and clear progression within Customer Success and Professional Services.

Benefits

• 25 days annual leave plus your birthday off, increasing with length of service
• Buy and sell holiday options
• Enhanced maternity and paternity packages
• Life insurance
• Enhanced pension options
• Company-paid sick leave
• Personal training allowance
• Social, charity and culture committee events