Job Title: Customer Success Manager
Salary: £55,000 - £65,000 per annum depending on experience
Contract: Full-Time
Location: Warwick, UK, hybrid 1-2 days in office
About the Role:
Nicholas Associates has an excellent opportunity for a Customer Success Manager to join an innovative & award-winning tech client.
We're looking for a strategic and customer-focused leader to join our client's management team. This new role will take ownership of the full customer journey - from onboarding and support, to training and long-term success - helping to improve how customers learn, adapt, and get real value from our client's product.
You'll lead the Customer Service Manager and Product Training Manager, supporting both pre and post-sale experiences. Your goal is to build scalable processes, develop the customer education approach, and ensure that customer insights are driving continuous improvement across the business.
This is a hands-on leadership role with influence across product, engineering, marketing, and commercial - and a great fit for someone who enjoys working cross-functionally to solve customer problems and scale customer impact.
Key Responsibilities:
Team Leadership
Lead and support the Customer Service and Product Training Managers
Foster a strong team culture with clear goals, collaboration, and accountability
Champion professional development and operational excellence
Ensure world-class customer support by enabling the team with tools and training to improve response workflows and to maximise service effectiveness.Customer Journey & Enablement
Optimise the customer journey, reducing friction across product onboarding, training, and post-sale support
Oversee the creation and development of educational resources (video tutorials, user manuals, online and in-person training) that empower users to get the most from our client's product
Prioritise content development for all user levels (beginner to advanced), ensuring alignment with customer needs and use cases.Customer Voice & Insights
Use customer feedback (e.g. NPS survey feedback, support tickets, product reviews and call recordings) to identify pain points and opportunities to improve training content, onboarding sequences and customer satisfaction
Represent the customer across internal teams (Product, Marketing & Video Production) by sharing their feedback to help shape product development decisions and marketing strategy.Continuous Improvement & Strategic Impact
Identify and address recurring customer issues through long-term and scalable solutions
Collaborate cross-functionally to drive process improvements that enhance customer outcomes.Metrics & Reporting
Own NPS strategy and reporting, leveraging data to inform priorities, measure success and to demonstrate impact
Monitor CSAT survey responses and resolution time metrics
Use data to inform priorities and track the success of CX initiatives.What we are looking for:
Experience leading customer experience, customer success, or operations teams in a technology or product-led environment
Strong team leadership and stakeholder management skills
Customer-first mindset with a bias for action and improvement
Analytical and data-informed approach to decision-making
Experience working cross-functionally with product, engineering, and marketing
Bonus: exposure to Agile, Lean, or continuous improvement methodologies.Why Join Us?
Work in a fast-growing, innovative tech company making a global impact
Hybrid working arrangements (2 days/week in our Warwick office)
Close collaboration with senior leadership
Comprehensive benefits package including:
25 days annual holiday + 8 public bank holidays
Pension plan
Health insurance
Healthcare cash plan
24/7 Employee Assistance Programme (EAP)
Company share scheme
Discount schemes
Free on-site car parking
Monthly team lunches
A supportive and collaborative culture with opportunities to develop and grow.
About Us
We are dedicated to fostering a diverse and inclusive community. In line with our Diversity and Inclusion policy, we welcome applications from all qualified individuals, regardless of age, gender, ethnicity, sexual orientation, or disability. As a Disability Confident Employer, and part of the Nicholas Associates Group, we are committed to supporting candidates with disabilities, and we're happy to discuss flexible working options.
We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Nicholas Associates Group of companies