Customer Success Manager – Construction SaaS ERP Dynamics
Location: Maidenhead, Berkshire. Hybrid + UK client travel. To suit M25 Corridor, Southeast England based candidate.
Salary: Circa £65‑70K + Bonus OTE 80K.
Benefits: Fully comprehensive including over-average leave, pension match, health and many more.
Value Added Recruitment is proud to work with this leading Construction Technology SaaS Vendor and established Great Place to Work, to hire a Customer Success Manager (From previous ERP Technical Background) to support enterprise customers using a leading construction-focused SaaS platform built on Dynamics 365.
The Role
This role sits at the intersection of customer success, technical consulting, and ERP delivery, making it ideal for someone who combines strong technical understanding with the ability to drive customer value and long-term adoption. You will act as the primary technical advisor to customers, helping them optimise platform usage, resolve complex issues, and align their systems with business‑critical construction and financial workflows.
Key Responsibilities
Technical Customer Engagement & Enablement
* Act as a trusted advisor across customer accounts.
* Understand customer workflows across finance, commercial, and project functions.
* Deliver technical enablement sessions, system health checks, and optimisation reviews.
* Support best‑practice configuration aligned to industry use cases.
Advanced Troubleshooting & Issue Resolution
* Diagnose and support resolution of complex system and ERP‑related issues.
* Analyse logs, system behaviour, and usage patterns to identify root causes.
* Work closely with support and engineering teams on escalations.
* Communicate technical concepts clearly to both technical and non‑technical stakeholders.
Implementation, Upgrades & Integration Support
* Support ERP implementations, upgrades, and data migrations.
* Assist with UAT cycles, sandbox environments, and release readiness.
* Validate system configurations pre‑ and post‑deployment.
* Ensure integrations and workflows function effectively in live environments.
Proactive Customer Success & Technical Governance
* Lead regular customer governance sessions, including platform health reviews, usage and adoption analysis, and workflow and configuration optimisation.
* Identify gaps in adoption and recommend improvements.
* Align customer technical roadmaps with product evolution.
Cross‑Functional Collaboration
* Partner with Product, Engineering, Support, and Professional Services teams.
* Advocate for customer requirements and industry‑specific needs.
* Support account growth by identifying technical opportunities and risks.
Data, Insights & Customer Health
* Monitor platform usage, adoption trends, and technical health indicators.
* Maintain accurate customer data and engagement records.
* Use insights to drive proactive engagement and risk mitigation.
Skills & Experience
Essential
* Experience in a technical, customer‑facing role within SaaS, ERP, or technology environments (e.g. Technical CSM, Solutions Consultant, Implementation Consultant).
* Strong understanding of ERP systems (experience with Microsoft Dynamics, NetSuite, SAP, or similar).
* Ability to communicate complex technical concepts to a wide range of stakeholders.
* Strong analytical skills with experience interpreting usage data and system behaviour.
* Experience working cross‑functionally with technical and commercial teams.
* Structured, organised approach to managing multiple customer relationships.
Desirable
* Experience with construction, engineering, or project‑based industries.
* Knowledge of construction financial processes (e.g. project accounting, subcontract management, procurement).
* Experience supporting enterprise software implementations or upgrades.
* Familiarity with system integrations, APIs, or middleware.
* Exposure to customer success tooling, health scoring, or adoption analytics.
Why Apply?
* Work in a high‑impact, customer‑facing technical role.
* Influence how enterprise customers adopt and scale critical systems.
* Collaborate across product, engineering, and commercial teams.
* Be part of a growing, specialised SaaS environment with strong long‑term demand.
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