The Role
We are looking for an experienced Customer Experience Manager to sit at the heart of our customer, product, and commercial teams. This role combines hands-on support of technical customer issues with proactive management of key customer relationships, ensuring issues are understood, resolved, and turned into opportunities for improvement, growth, and innovation.
You will act as a key bridge between customers, technical support, product teams, sales, and marketing—using insight, data, and strong communication to drive an exceptional customer experience.
Key Responsibilities
Customer Experience & Technical Support
* Support and enhance the technical support function, ensuring customer issues are clearly understood, prioritised, and resolved.
* Take ownership of complex or high-impact customer issues, coordinating internal teams to deliver timely solutions.
* Continuously improve support processes based on customer feedback and data insights.
Key Customer Management
* Manage relationships with key customers and partners, acting as a trusted point of contact.
* Proactively identify customer challenges, usage patterns, and unmet needs.
* Translate customer insight into actionable recommendations for product improvements, new features, or services.
Product & Data Collaboration
* Work closely with product team leaders to communicate customer feedback and influence product roadmaps.
* Analyse tool and platform usage data to identify trends, issues, and opportunities.
* Present insights clearly to both technical and non-technical stakeholders.
Sales & Growth Opportunities
* Identify opportunities for upsell, cross-sell, and new product development through customer interactions and data analysis.
* Support the sales team with customer insight and solution positioning when required.
Marketing Support
* Collaborate with marketing as the business develops and expands the use of apps and support videos.
* Help shape content by identifying common customer questions, challenges, and use cases.
* Ensure messaging is aligned with real customer needs and product functionality.
About You
Essential
* Background in customer experience, customer success, or support management roles.
* Comfortable working with technical products and technical support teams.
* Strong analytical skills with experience interpreting usage of performance data.
* Excellent communication skills, able to engage confidently with customers and internal stakeholders.
* UK-based with the right to work in the UK.
Desirable
* Experience working with SaaS or technology-led products.
* Background in customer-led sales or account management.
* Experience contributing to product development or roadmap planning.
* Familiarity with creating or supporting customer-facing video or digital content.
What We Offer
* A key role with real influence across customer experience, product development, and growth.
* The opportunity to shape how we listen to and learn from our customers.
* A collaborative and forward-thinking team environment.
* Competitive salary and benefits package (depending on experience).
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