We’re looking for an Implementation & Customer Success Manager to take ownership of the customer journey from the moment a new customer signs up through implementation, go-live and early-life support. This is a hands-on role sitting at the heart of PodOS. You’ll be the person making sure customers have a brilliant experience, projects stay on track, internal teams are aligned and customers get the most from the platform. You’ll work across Sales, Product, Engineering, Customer Success and Operations, combining project management, customer relationship management, technical problem-solving and team leadership.
What you’ll be doing
- Own the end-to-end customer implementation journey, from contract handover through to go-live and early-life support.
- Manage multiple customer implementations at the same time, keeping projects on track, within scope, budget and to a high standard.
- Act as the main point of contact for customers throughout implementation, building trusted relationships and keeping everyone informed.
- Create and manage implementation plans, milestones, timelines, dependencies and deliverables.
- Coordinate Sales, Product, Engineering, Customer Success and Operations to make sure everyone knows what needs to happen and when.
- Identify and manage project risks, issues and dependencies, taking ownership through to resolution.
- Configure the PodOS platform to meet customer requirements and coordinate data migration, integrations, testing and system setup.
- Deliver customer onboarding sessions, demonstrations and training, making sure customers feel confident using the platform.
- Support customers through go-live and provide early-life support before transitioning them into business-as-usual Customer Success.
- Work closely with Engineering and Product to communicate customer requirements, solve technical issues and feed customer insight back into the business. Monitor project costs and identify commercial risks, scope changes and additional requirements.
- Provide oversight and day-to-day leadership of colleagues involved in implementation and customer support activities.
- Set clear expectations, monitor performance and provide coaching and feedback to help the team succeed.
- Identify development needs and support team members to build their product, technical, customer service and project delivery skills.
- Help create a high-performance, collaborative and customer-focused team culture. Improve the way we onboard and implement customers by developing processes, playbooks, systems and ways of working that can scale as PodOS grows.
- Track implementation performance, customer satisfaction, adoption and go-live success, using what you learn to continually improve the customer experience.
What we’re looking for
We’re looking for someone who is organised, commercially aware, technically confident and brilliant with people.
You’ll ideally have:
- Experience managing customer onboarding, implementation or technology deployment projects.
- Experience managing multiple projects or customer implementations at the same time.
- Strong project management and organisational skills, with a real eye for detail.
- Excellent communication and stakeholder management skills.
- Experience working directly with customers and building strong relationships.
- Confidence working with technology platforms, SaaS products or software implementations.
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The ability to understand customer requirements and turn them into practical solutions.
- Experience delivering customer demonstrations, training or presentations.
- Strong problem-solving skills and the ability to stay calm and focused when things get complicated.
- Commercial awareness and an understanding of project budgets, scope and delivery.
- Experience coordinating internal teams and/or third-party suppliers.
- The confidence to have difficult conversations, manage expectations and challenge when necessary.
- Experience of coaching, supporting or managing the performance of others.
- A proactive, hands-on approach — you’re happy to get stuck in and solve problems rather than wait for someone else to do it.
- A customer-first mindset, balanced with the commercial and operational needs of the business.
- A genuine interest in technology and a willingness to keep learning. I
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t would be great if you also had experience in SaaS, data migration, API integrations or software configuration, but these aren't essential.
Cool things about this role
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You’ll have real ownership — you’ll be responsible for making sure customers successfully move from signed contract to happy, confident users.
- You’ll work across the business — this isn't a role that sits in a silo. You’ll work closely with Sales, Engineering, Product, Customer Success and Operations.
- You’ll work with interesting technology — getting hands-on with the PodOS platform, customer implementations, integrations and technical challenges.
- You’ll help shape how we do things — PodOS is growing, so there’s plenty of opportunity to improve our processes, systems and customer experience.
- You’ll help build a great team — alongside managing customer delivery, you’ll have the opportunity to coach, support and develop people around you.
- No two days will be the same — one day might involve a customer implementation meeting, the next a technical problem, team coaching or improving an onboarding process.
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It’s genuinely hands-on — we’re looking for someone who can think strategically but isn't afraid to roll up their sleeves and get things done.
- You’ll be part of something bigger — PodOS is part of Teemill, where we're building technology designed to help power a more circular economy.
What’s in it for you
At Teemill, we believe great work should be rewarded — so here’s what you’ll get:
- 25 days holiday + bank holidays
- Your birthday off — an extra day’s holiday just for you
- Flexible hybrid working
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Healthshield cash plan — money back on everyday health costs like dental, optical, and physio
- Team Fun Fund — a pot of cash to spend with your team on whatever you fancy
- Retailer discounts — savings at hundreds of high street and online brands
- The chance to build tech that powers the circular economy
