Are you passionate about creating exceptional customer experiences and driving meaningful change?
We're working with a growing, service-led organisation to recruit a Customer Success Manager who will be responsible for shaping and enhancing the overall customer experience across the business, both regionally and nationally. This role will be based out of their buzzing Edinburgh office and offers a competitive salary of circa £50,000 plus company benefits. This is a fantastic opportunity for a senior, strategic and customer-focused leader to drive service excellence, influence business-wide improvements, and ensure customers receive a consistent, high-quality experience at every stage of their journey.
This is a senior position where you'll be responsible for defining what great customer experience looks like, developing service standards, and leading initiatives that improve customer satisfaction, retention and operational performance. You'll work closely with teams across Commercial, Operations, Finance, Marketing and Systems to ensure customer commitments are delivered effectively and opportunities for improvement are identified and implemented.
Key Responsibilities:
Develop and deliver the customer experience strategy, ensuring a consistent and high-quality customer journey across all service channels.
Lead continuous improvement initiatives across onboarding, service delivery, complaints, mobilisation and customer communications.
Use customer feedback, performance data and operational insight to identify trends, address pain points and drive service improvements.
Lead, coach and develop the customer services function, creating a culture focused on accountability, customer excellence and continuous improvement.
Partner with commercial, operational, finance, marketing and technology teams to align customer commitments with service delivery and business objectives.
Oversee customer experience reporting, including satisfaction, service performance, complaints, retention risks and improvement initiatives.
Act as the business lead for customer service systems, driving enhancements to workflows, automation, reporting and customer communications.
Provide governance and oversight for new customer and contract mobilisations, ensuring a smooth ...
Customer Success Manager in Bonnyrigg employer: Be Resourcing Careers
Join a dynamic SaaS company that prioritises employee growth and innovation, offering a remote-first culture where you can truly influence customer experiences and team development. With a strong emphasis on continuous improvement and collaboration, you'll find ample opportunities to enhance your leadership skills while working alongside a passionate team dedicated to delivering exceptional service. This role not only allows for meaningful engagement with clients but also positions you at the forefront of driving strategic initiatives within a rapidly expanding business.
