Customer Success Manager

Summary: The Customer Success Manager role at a growing SaaS company focuses on supporting clients in the construction and engineering sectors. This part-time position involves acting as a trusted advisor, ensuring clients maximize their use of the platform through guidance, training, and support. The ideal candidate will have relevant experience and a proactive approach to customer engagement and technical support.

Key Responsibilities:

• Serve as the primary point of contact for a portfolio of clients.
• Build strong, long-term relationships.
• Proactively guide customers through onboarding, adoption, and ongoing usage of the platform.
• Assist with platform configuration and implementation tailored to client needs.
• Diagnose and resolve technical issues, working with internal teams as needed.
• Collaborate with product and development teams to feedback client insights.
• Deliver tailored training sessions, workshops, and webinars.
• Develop and maintain documentation, FAQs.
• Monitor usage and engagement metrics to identify risks and opportunities.
• Provide regular client health reports and strategic recommendations.
• Partner with Sales for smooth customer onboarding and renewals.
• Share product feedback and suggestions with internal stakeholders to enhance service delivery.

Key Skills:

• Degree in Engineering, Computer Science, or a related technical discipline.
• Prior experience in customer success, technical support, or account management.
• Exposure to the construction, engineering, or infrastructure sectors is highly desirable.
• Understanding of SaaS products, implementation, and troubleshooting.
• Ability to translate technical information into practical guidance for end users.
• Customer-first mindset with a proactive, solution-oriented approach.
• Bonus: Spanish language skills would be an advantage.

Salary (Rate): undetermined

City: London

Country: UK

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT