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- Tasks: Lead customer support and success teams to enhance the customer journey.
- Company: Join ClarityRFID, a leader in customer experience innovation.
- Benefits: Competitive salary, career growth, and a vibrant work culture.
- Why this job: Shape customer experiences and drive impactful change in a dynamic environment.
- Qualifications: 5+ years in customer support/success and team management experience required.
- Other info: Opportunity to build a cohesive customer experience organisation from the ground up.
The predicted salary is between 36000 - 60000 £ per year.
The Manager, Customer Experience (CX) is a strategic and operational leader responsible for all facets of the post-go-live customer journey at ClarityRFID. This role directly manages the Customer Support and Customer Success teams, ensuring that customers receive world-class support, value realization, and long-term partnership.
This leader will build a cohesive, scalable CX organization from the ground up, including:
- Customer Support (Tier 1 & Tier 2 technical support)
- Customer Success (renewals, value, adoption, sentiment, and outcomes)
- A proactive Help Center / Knowledge Base
- Customer enablement programs: webinars, “train the trainer,” release briefings
- A Customer Advisory Panel and advocacy initiatives
- Customer community and engagement events
The ideal candidate is both customer-obsessed and operationally excellent — someone who can manage daily support operations and build long-term customer programs that scale with the business.
Role Responsibilities
- CUSTOMER SUPPORT LEADERSHIP – 25%
- Lead Tier 1 and Tier 2 Customer Support teams, ensuring SLA adherence, high-quality interactions, and effective escalations.
- Oversee troubleshooting processes, escalation workflows, ticket management hygiene, and cross-functional handoffs.
- Implement and optimize support operations including on-call rotations, incident response, and major incident management.
- Develop, coach, and mentor support consultants; conduct performance reviews and establish development paths.
- Ensure Support is fully prepared for new releases, product changes, and customer-specific nuances.
- CUSTOMER SUCCESS LEADERSHIP – 25%
- Directly manage Customer Success Managers (CSMs).
- Define and enforce the ClarityRFID Customer Success methodology, including health scoring, QBRs, renewal planning, and customer value frameworks.
- Support CSMs through escalations, account strategy, and proactive risk mitigation.
- Oversee customer lifecycle programs from onboarding through advocacy.
- Ensure CSMs have the tools, processes, and insights needed to drive renewal, expansion, and long-term satisfaction.
- CUSTOMER ENABLEMENT: HELP CENTER & CUSTOMER ACADEMY – 20%
- Build and maintain the ClarityRFID Help Center, including articles, videos, troubleshooting guides, and how-to's.
- Create and launch the Customer Academy, featuring:
- Role-based learning paths
- Self-service product training
- Certification programs
- Retail & DC operations modules
- Develop reusable training materials for customers and internal teams.
- Ensure all content is kept up to date with product changes.
- Launch and lead recurring customer webinars (release overviews, best practices, new feature walkthroughs).
- Establish a Customer Advisory Panel to gather strategic feedback and drive roadmap alignment.
- Build a customer advocacy program including success stories, testimonials, case studies, and beta groups.
- Partner with Marketing and Product to coordinate communication strategies and customer engagement events.
- Support internal and external events (virtual or in-person) that strengthen the customer community.
- Own reporting and analytics for Support and Success, including:
- Ticket SLAs
- CSAT
- NPS
- Renewal risk indicators
- Adoption metrics
- Account health scoring
- Partner closely with Professional Services, Engineering, Product, QA, and Sales to ensure seamless customer experiences.
- Provide structured feedback from CX to Product and Engineering to guide roadmap considerations.
- Collaborate with PS on transition processes from hypercare → Support → Success.
- Represent the voice of the customer in cross-functional leadership meetings.
REPORTING STRUCTURE
- Reports to: COO
- Direct Reports: Tier 1 & 2 Support Consultants, Customer Success Managers
EXPERIENCE & EDUCATION
- Bachelor’s degree in Business, Operations, Information Systems, or related field; equivalent experience welcome.
- 5+ years of experience in Customer Support, Customer Success, SaaS operations, or related customer-facing roles.
- 2+ years experience directly managing teams (Support and/or Success).
- Experience building or scaling customer enablement programs (Help Center, Academy, training) strongly preferred.
- Strong exposure to SaaS environments; retail or supply-chain software experience is a plus.
- Familiarity with ticketing systems, success platforms, and knowledge-base tools.
KNOWLEDGE, SKILLS AND ABILITIES
- Strong people leadership and coaching skills; proven ability to grow and develop high-performing teams.
- Exceptional communication and customer-facing presence.
- Passion for customer education, enablement, and community building.
- Ability to manage escalations, customer risk, and cross-functional alignment.
- Strong analytical mindset; comfortable with dashboards, metrics, and data-driven decisions.
- Operational rigor with the ability to design systems and processes that scale.
- High customer empathy, diplomacy, and an ownership mentality.
- Ability to balance strategic thinking with hands-on execution.
Customer Experience Manager employer: ClarityRFID
Contact Detail:
ClarityRFID Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and goals. We want to see you shine!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. We love seeing candidates who take initiative!
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Experience Manager role. Highlight your experience in customer support and success, and don’t forget to mention any relevant projects or achievements that showcase your operational excellence.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer experience and how your skills align with our needs. Be specific about how you can contribute to building a cohesive CX organisation.
Showcase Your Leadership Skills: Since this role involves managing teams, make sure to highlight your leadership experience. Share examples of how you've developed and mentored teams in the past, and how you’ve driven customer success initiatives.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at ClarityRFID
✨Know Your Customer Journey
Familiarise yourself with the entire customer journey at ClarityRFID. Understand how the Customer Support and Customer Success teams operate, and be ready to discuss how you can enhance these processes. Show that you’re not just customer-obsessed but also operationally excellent.
✨Demonstrate Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight your experience in coaching and mentoring, especially in customer-facing roles. Be ready to discuss how you would develop and motivate the Customer Support and Success teams at ClarityRFID.
✨Showcase Your Analytical Mindset
Be prepared to talk about how you’ve used data to drive decisions in previous roles. Discuss specific metrics you’ve tracked, such as CSAT or NPS, and how they influenced your strategies. This will demonstrate your ability to make data-driven decisions that align with the company's goals.
✨Engage with Customer Enablement Ideas
Think about innovative ways to build customer enablement programs, like a Help Center or Customer Academy. Share your ideas on how to create engaging training materials and community events. This shows your proactive approach to enhancing customer experience and education.
