Customer Success Manager
Job Description:
As Xibo's Customer Success Manager, you will build the function from scratch — designing the systems, processes, and playbooks that will define how we engage, onboard, and grow our customer base at scale.
This role is for a self-starter who is energised by ambiguity, experienced in building scalable digital-first CS operations, and comfortable operating both strategically and hands-on. You will own the full post-sale customer journey and be directly accountable for retention, activation, and expansion revenue.
Key Responsibilities:
Onboarding & Activation
- Design and own the end-to-end onboarding journey for new customers, from purchase to full product activation.
- Build scalable, digital-first onboarding programmes — including automated email sequences, in-app guidance, self-serve resources, and structured milestone check-ins — capable of handling a high volume of customers without a proportional increase in headcount.
- Define activation metrics and ensure customers reach meaningful value quickly, reducing time-to-value and early churn.
- Directly lead onboarding for key and strategic accounts, providing hands-on guidance and acting as the expert voice on how to get the most from Xibo from day one.
- Drive product adoption beyond initial setup — proactively identifying underused features, sharing best practices, and running targeted campaigns that deepen customer engagement with the platform over time.
- Create onboarding playbooks, templates, and training materials that can be replicated and iterated as the customer base grows.
Scalable Success Systems & Automation
- Architect and implement the digital CS infrastructure: lifecycle comms, health scoring, automated triggers, and segmentation — all designed to serve a large, diverse customer base efficiently.
- Build and manage automated communication workflows (onboarding drips, renewal reminders, feature adoption nudges, at-risk alerts) using CRM and CS tooling.
- Establish customer health scoring and early warning systems to proactively identify risk and opportunity before they escalate.
- Create dashboards and reporting frameworks that surface the right data to the right stakeholders — from individual account health to portfolio-wide trends.
Key Account Engagement
- Directly manage relationships with key accounts as their primary point of contact — building trusted advisor status through consistent, high-quality engagement.
- Conduct regular business reviews that go beyond status updates: demonstrating ROI, identifying strategic opportunities, and aligning Xibo's roadmap to customer goals.
- Lead proactive outreach to at-risk or high-potential accounts, intervening early and with purpose rather than waiting for issues to surface.
- Identify and progress upsell and cross-sell opportunities through a deep understanding of each customer's business and evolving needs.
- Advocate internally for customers, bringing structured feedback on product gaps, friction points, and feature needs to the Product, Sales, and Support teams.
Product Knowledge & Customer Education
- Develop and maintain an expert-level understanding of the Xibo platform — its features, architecture, use cases, and roadmap — so you can advise customers with authority and credibility.
- Stay current with the competitive landscape and industry trends in digital signage, and use that knowledge to position Xibo's value effectively in customer conversations.
- Educate customers on new product features, updates, and best practices through a mix of direct engagement and scalable formats — webinars, guides, in-app messaging, and email campaigns.
- Serve as an internal product champion: connecting customer feedback with product priorities and helping translate complex technical capabilities into clear, customer-centric language.
Required Skills:
Essential
- 4+ years of experience in customer success, account management, or a related post-sale role in a B2B SaaS environment.
- Demonstrable experience building or significantly scaling a CS function — not just inheriting one. You've designed the playbooks, built the automations, and created the processes yourself.
- Hands-on experience building digital CS programmes: automated lifecycle comms, onboarding sequences, health scoring, and customer segmentation.
- Proven ability to drive product adoption — you understand what levers move customers from activation to deep, habitual use, and you've run programmes that demonstrate this.
- Comfortable directly managing key accounts with confidence and authority, including C-level stakeholders and technically complex deployments.
- Strong commercial acumen with a track record of meeting and exceeding retention and expansion targets.
- Proficiency with CRM and CS tooling (e.g. HubSpot, Salesforce, Intercom, Gainsight, or similar) — and confidence configuring them, not just using them.
- Self-starter mentality: you are comfortable setting your own priorities, making decisions without a playbook, and building in conditions of ambiguity.
- Excellent communication skills — able to translate technical concepts into clear, customer-centric language and to engage confidently from end-user to C-suite.
- Strong technical aptitude and a genuine appetite to develop deep product knowledge quickly — you should be comfortable getting hands-on with the platform and becoming a credible expert.
- Strategic thinker who can also execute: you can zoom out to design a programme and zoom in to write the email sequence.
Desirable
- Experience in digital signage, AdTech, or media technology.
- Familiarity with digital signage platforms and underlying technologies (CMS, players, network management).
- Experience working in a scale-up or early-stage SaaS business where you've had to build infrastructure, not just use it.
- Background in complex B2B software sales or solutions with long onboarding cycles.
As a Customer Success Manager, you will be the primary point of contact for our clients, ensuring they derive maximum value from our products and services. You will work closely with customers to understand their needs, provide guidance, and facilitate solutions that drive customer satisfaction and loyalty.
About Xibo:
Over the last 19 years Xibo has grown to become a global leader in the Digital Signage industry. We provide digital signage solutions to over 67,000 businesses across 186 countries worldwide, with more than 400,000 displays using Xibo. Our solution set has expanded greatly to include the core Xibo CMS and players across Android, Linux, Tizen, webOS and Windows as well as our Cloud hosting solution and custom Design and Development offerings. Not to forget our Xibo Advertising functionality: the Ad Campaigns Feature and our SSP Connector, offering integrations with world leading DOOH SSP’s. Plus our Audience Reporting Connector to further enhance and maximise the performance of Xibo Ad Campaigns.
The Xibo team is small, but perfectly formed. We believe in “giving your best from where you are” with our team members working remotely. We have a relaxed, “just be you” work approach and value the beautiful diversity of our team. We encourage an inclusive, collaborative approach.
Key Area Sales / Customer Success Management
Role details:
This is a remote position, where candidates can work from home. The candidate would be expected to have a reasonable provision for working at home. A workstation/laptop and phone will be provided as appropriate. You will be expected to travel as the business reasonably requires, including bi-yearly in-person company meetings.
Find out more about us and Xibo on https://xibosignage.com.
Job Type: Permanent
Location: Remote - with requirement to travel
Salary range: £38,000 - £42,000 + 5% discretionary bonus
Schedule:
- Monday to Friday
- 8am - 4.30pm
- Occasional travel as required by the business, including to customer meetings, company and industry events
Job Type: Full-time
Pay: Up to £42,000.00 per year
Application question(s):
- Confirm you have read and understand the pay range for this role.
- Have you built a customer success function from scratch at a B2B SaaS company?
- Have you personally built automated customer onboarding or lifecycle communications using tools such as HubSpot, Gainsight, or similar?
Work Location: Remote
