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For Companies At a Glance
- Tasks: Lead and enhance customer experience through support and success teams.
- Company: Join ClarityRFID, a leader in innovative customer solutions.
- Benefits: Competitive salary, career growth, and a vibrant work culture.
- Why this job: Shape the future of customer experience and make a real impact.
- Qualifications: 5+ years in customer support/success and team management experience.
- Other info: Dynamic role with opportunities for creativity and community engagement.
The predicted salary is between 36000 - 60000 £ per year.
Overview
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 in London employer: ClarityRFID
Contact Detail:
ClarityRFID Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience philosophy and think about how your skills align with their needs. This will help you stand out as a candidate who truly gets them.
✨Tip Number 3
Practice your pitch! Be ready to explain how your past experiences make you the perfect fit for the Customer Experience Manager role. Highlight your leadership skills and any successful projects you've led that relate to customer support and success.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of our team at ClarityRFID.
We think you need these skills to ace Customer Experience Manager in London
Some tips for your application 🫡
Show Your Customer Obsession: When writing your application, make sure to highlight your passion for customer experience. Share specific examples of how you've gone above and beyond to support customers in previous roles. We love candidates who truly care about making a difference!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences that align with the Customer Experience Manager role. We want to see how you fit into our vision at StudySmarter.
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read through your experiences. Remember, we’re looking for operational excellence, so clarity is key!
Apply Through Our Website: Make sure to apply through our website for the best chance of getting noticed! It helps us keep track of applications and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at ClarityRFID
✨Know the Customer Journey Inside Out
Before your interview, dive deep into understanding the entire customer journey at ClarityRFID. Familiarise yourself with their post-go-live processes and think about how you can enhance customer support and success. This will show that you're not just interested in the role but are genuinely invested in improving the customer experience.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in managing teams, especially in customer support or success roles. Share specific examples of how you've developed high-performing teams and implemented effective training programs. Highlight your coaching style and how it aligns with building a cohesive CX organisation.
✨Bring Data-Driven Insights
Since the role involves analytics and continuous improvement, come armed with examples of how you've used data to drive decisions in previous roles. Discuss metrics like CSAT, NPS, or ticket SLAs, and how you've leveraged these insights to enhance customer satisfaction and operational efficiency.
✨Prepare for Cross-Functional Collaboration
The role requires working closely with various departments. Think of instances where you've successfully collaborated with teams like Product, Marketing, or Engineering. Be ready to discuss how you can represent the voice of the customer and ensure seamless experiences across functions.
