Customer Success Manager
Salary: Up to £55,000 base
Location: Exeter (Office-based/Hybrid)
An innovative and fast-growing company in the software and AI sector is seeking a highly motivated Customer Success Manager to join their team. This award-winning organisation specialises in developing cutting-edge vision and damage detection systems used by range of blue-chip corporate clients, including Toyota, Ford, Jaguar Land Rover, Daimler and Bentley. The business is entering an exciting growth phase, expanding both its team and product offerings, making this a pivotal role in supporting its ambitious goals.
Role Objectives:
As the Customer Success Manager, you will play a key role in ensuring smooth transitions for clients from prospective customers to active users of the company’s innovative products. Working closely with teams across Commercial, Finance, Operations, and Product, you will be responsible for understanding and documenting customer requirements, ensuring successful project delivery, and providing ongoing support to meet client expectations.
Key Responsibilities:
- Act as the main point of contact for clients, supporting the Sales and Account Management teams by building and managing strong customer relationships.
- Onboard new customers, ensuring smooth transitions from sale to implementation.
- Coordinate the delivery of products, ensuring they meet customer expectations and requirements.
- Collaborate with internal teams to manage project timelines, align product specifications, and track progress.
- Ensure proper logging and tracking of customer enquiries and support requests, working with relevant teams to resolve issues promptly.
- Prepare weekly reports on performance metrics, tracking KPIs and ensuring customer satisfaction.
- Assist in the preparation of scope of work (SOW) documents and collaborate with Product and Engineering teams to ensure client expectations align with product specifications.
- Develop customer case studies, measuring ROI and capturing best practices for future projects.
- Proactively identify areas of improvement and collaborate cross-functionally to enhance processes, systems, and overall customer experience.
Requirements:
- Proven experience in business or management within a service environment.
- Demonstrated experience working with Mid-Market and Enterprise-level customers, with a clear understanding of their complexities and needs.
- Experience in a software, SaaS, or tech company.
- Ability to juggle multiple tasks, prioritise effectively, and manage time efficiently.
- Strong project management skills, with an ability to plan, coordinate, and deliver on deadlines.
- Excellent communication skills, both written and verbal, with the confidence to manage customer-facing interactions.
- Proficient in CRM systems (preferably Zoho), Word, PowerPoint, Excel, or similar tools.
- Ability to work independently and as part of a dynamic, fast-moving team.
- Experience with analysing performance data and preparing reports.
- Problem-solving mindset, able to identify and resolve potential issues in a timely manner.
Benefits:
- Competitive salary package
- Flexible working hours, with options for early or late start
- 25 days of annual leave, plus an additional day off for your birthday
- Life assurance/death in service benefit (4x basic salary)
- Company sick pay scheme
- Access to a Cycle to Work and Electric Vehicle salary sacrifice scheme
- Pension contributions after three months of service
Apply or get in touch for an informal, confidential chat! Eden.davies@identifysolutions.co.uk