We are seeking a proactive and customer-focused Customer Success & Training Manager to lead our Training and Customer Support teams, ensuring an exceptional experience throughout the customer journey.
This role is responsible for driving high standards across support delivery, team performance and customer engagement. You will proactively identify customer needs, resolve concerns before escalation, and ensure customers maximise the value of our platform through effective onboarding, training and ongoing support.
The successful candidate will be a hands-on leader with a strong focus on customer retention, continuous improvement and team development.
Key Responsibilities:
Leadership & Team Management
- Lead, coach and develop the Training and Customer Support teams
- Set clear performance expectations and objectives
- Conduct regular one-to-ones, performance reviews and development planning
- Foster a positive, high-performing and customer-focused culture
- Ensure effective resource planning and team coverage
Customer Success & Experience
- Take ownership of the customer journey from onboarding through ongoing engagement
- Monitor customer engagement and identify opportunities to improve adoption and retention
- Proactively engage with customers to ensure they are receiving maximum value from the platform
- Identify customers who may require additional support or intervention
Support & Escalation Management
- Ensure customer support tickets are managed efficiently and within agreed service levels
- Monitor workloads and ensure timely responses across the support team
- Intercept and manage customer concerns before escalation
- Handle customer complaints and ensure successful resolution
- Identify recurring issues and implement preventative measures
Training & Adoption
- Oversee customer onboarding and training programmes
- Ensure customers receive the knowledge and support required to use the platform effectively
- Work with customers to increase utilisation of system functionality
- Continually review and improve training materials and processes
Reporting & Continuous Improvement
- Produce and analyse reporting on:
- Customer satisfaction
- Support performance
- Escalations and complaints
- Training effectiveness
- Customer engagement and retention
- Identify trends and recommend improvements to processes, systems and customer experience initiatives
Skills & Experience
Essential
- Previous management experience within Customer Success, Customer Support or Training environments
- Experience leading and developing teams
- Strong customer relationship management skills
- Experience handling escalations and customer complaints
- Excellent communication and organisational skills
- Strong analytical and problem-solving abilities
Desirable
- Experience within a SaaS or software environment
- Experience with CRM (Hubspot) and support platforms
- Experience with onboarding and customer adoption strategies
The above role is office based, ST16 1BY
Salary Range £45,000 - £50,000 per annum dependent on experience
Pay: £45,000.00-£50,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
