Customer Success Manager | Letchworth (hybrid) | £45,000+
The company
This organisation provides real-time safety critical insights through advanced, integrated hardware and software platforms.
About the Position
The company is looking for a proactive and highly organised Customer Success Manager to join its growing technology business, which delivers integrated hardware and software solutions.
In this role, the successful candidate will take ownership of customer relationships after the point of sale, ensuring clients effectively implement, adopt, and gain measurable value from the company’s solutions. The Customer Success Manager will act as the primary point of contact for customers following the sales process, guiding them through implementation, supporting product adoption, and helping to build long-term satisfaction and loyalty.
Key Responsibilities
Customer Success & Relationship Ownership
* Act as the primary post sale contact for assigned customers.
* Build strong relationships with stakeholders and understand their success criteria.
* Monitor customer health, usage, and engagement.
* Conduct regular success reviews and proactively address risks.
Onboarding & Implementation
* Guide customers through onboarding and deployment.
* Coordinate implementation milestones with internal teams.
* Ensure customers are confident and well trained on the solution.
* Manage the transition from implementation to business as usual operations.
Customer Retention & Growth
* Manage the full customer lifecycle and support contract renewals.
* Identify opportunities for upsell, cross sell, and solution expansion.
* Act as a trusted advisor to help customers maximise value.
Operational Coordination
* Support the preparation of quotes for hardware, software, and services.
* Coordinate engineers, installers, logistics partners, and software teams.
* Track delivery timelines and ensure on schedule hardware and software deployment.
Customer Support Oversight
* Work with support teams to ensure timely issue resolution.
* Monitor open cases and ensure SLA compliance.
* Escalate and manage critical issues when needed.
* Act as the communication hub between Sales, Implementation, Operations, and Support.
* Ensure all teams stay aligned on customer expectations and delivery timelines.
* Provide customer insights to support product and service improvements.
Reporting & Insights
* Maintain accurate CRM and project documentation.
* Track key metrics such as customer health, support trends, project milestones, and renewals.
* Provide insights on customer risks, patterns, and opportunities.
What You’ll Bring
* Background in Customer Success, Account Management, or Client Services.
* Strong organisation, prioritisation, and project coordination skills.
* Excellent communication and relationship building ability.
* Experience using CRM, ticketing, or project management tools.
* Proactive problem-solver with strong attention to detail.
* Comfortable working in a fast moving, cross functional environment.
Bonus Points
* Experience in SaaS or hybrid hardware/software environments.
* Familiarity with customer success methodologies and health scoring.
* Experience with Zendesk, Freshdesk, Jira, or similar tools.
* Understanding of SLAs, service delivery processes, or technical deployments.
* Exposure to hardware logistics or installation coordination.
* Salary: £45,000+ depending on experience, plus team bonus.
* Reason for Vacancy: New role created due to business growth.
* Interview Process:
* Final in-person interview
* Induction: Structured 90 day onboarding plan with ongoing development.
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