Customer Success Manager (Technical & Implementation) - UK

About the Role

The Customer Success Manager (CSM) will own the post‑sale customer lifecycle, combining technical acumen, project management discipline, and implementation expertise to drive rapid time‑to‑value and long‑term outcomes.

Remote or hybrid/ London office opportunity. 

Responsibilities

• Lead customer onboarding and implementations end‑to‑end, including scoping, planning, configuration, testing, training, and go‑live support.
• Own the customer success plan and project timelines; manage risks, dependencies, and resources to deliver on time and within scope.
• Translate business goals into technical solutions; advise on architecture, integrations, data flows, and best practices for scalability and reliability.
• Configure product features, workflows, policies, and user roles; coordinate technical tasks such as API setup, SSO, and data imports with customer and internal teams.
• Conduct discovery and gap analysis to define success metrics, adoption milestones, and measurable outcomes.
• Run executive and working‑level touch points: EBRs, status reviews, stakeholder alignment, and change management.
• Monitor product usage and health; proactively identify churn risks and drive corrective action plans.
• Serve as the customer’s advocate: capture feedback, document requirements, and escalate issues; partner with Product, Support, and Engineering to resolve blockers.
• Deliver enablement: develop and present training, playbooks, and knowledge resources tailored to user roles and maturity.
• Identify expansion opportunities by aligning value realised to business objectives; collaborate with Sales on renewals and upsell motions. (Bonus)

Qualifications

• 5+ years in Customer Success, Technical Consulting, or Technical Account Management working with enterprise B2B SaaS solutions or hardware platforms / fleet technology solutions.
• Proven experience managing complex implementations and cross‑functional projects using frameworks like PMI, Agile, or Hybrid approaches.
• Exceptional stakeholder management and communication skills across executive, business, and technical audiences.
• Proficiency with project management tools (e.g., Jira, Asana), CRMs/CS platforms (e.g., Salesforce, Gainsight), and collaboration tools.
• Analytical mindset: comfortable with KPIs, dashboards, and deriving insights to drive adoption and outcomes.
• Experience in change management, training, and user enablement programs.
• Bachelor’s degree in a technical, business, or related field; PMP, CSM (Scrum), or similar certifications are a plus.

Key Competencies

• Customer‑centric problem solving: quickly diagnose root causes and craft pragmatic solutions.
• Technical fluency: confidently engage with APIs, data  security, integration patterns and IoT technology.
• Program and project leadership: plan, prioritise, and execute with rigor.
• Executive communication: synthesise complex topics into clear, outcome‑oriented narratives.
• Ownership and resilience: drive outcomes amid ambiguity and competing priorities.