Overview
Are you ready to lead customer success at one of the most exciting moments in a company's growth? At Track24 and through AtasNXT, we're transforming how organisations fulfil their duty of care. As our Customer Experience Manager, you'll own the complete customer journey during a pivotal scaling phase, combining strategic vision with hands-on impact.
Why This Role is Different
* Build, Don\'t Just Manage: Shape our customer success function from its foundations – designing scalable processes, driving team culture, and creating frameworks for rapid expansion.
* Strategic + Hands-On: Lead a growing team (currently 2 reports) while personally stewarding our most strategic accounts. Present to C-suite clients one day, solve complex challenges the next.
* Voice at the Table: Your insights will directly influence product development and business strategy. Join us at the sweet spot—established enough to have momentum, early enough for you to make your mark.
What You\'ll Do
* Build and mentor a high-performing team, establishing the processes and culture that will define our customer success function
* Personally manage strategic customer relationships, conducting business reviews and identifying expansion opportunities
* Own the complete renewal cycle—from planning through negotiation to completion—targeting 95%+ renewal rates
* Develop relationships with key technology and channel partners, creating joint initiatives that amplify customer success
* Champion AI transformation initiatives, implementing health scoring systems and digitising onboarding processes
* Translate customer insights into actionable strategies that shape our product roadmap
Requirements
* Experience in customer success or account management within B2B SaaS/technology, with experience leading teams.
* Track record managing portfolios worth £500K+ ARR in scaling environments.
* Education: Bachelor\'s degree in Business, Marketing or related field required.
Benefits
* Financial: Competitive base salary + commission + comprehensive travel expenses
* Impact: Your fingerprints on everything we build at a critical inflection point
* Variety: Travel to customer and partner sites (up to 25%)—including international destinations
* Autonomy: Own your domain with the resources and trust to execute your vision
* Growth: Be part of an AI transformation journey
Ready to Make Your Mark?
If you\'re excited by building something meaningful and creating customer experiences that set the standard, we want to hear from you. This isn\'t just another customer success role - it\'s an opportunity to define what exceptional looks like.
Track24/AtlasNXT is committed to building diverse teams and creating an inclusive workplace.
Please note: We are not accepting applications via recruitment agencies for this role.
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