At a Glance
- Tasks: Build strong relationships with customers and guide them through their journey post-sales.
- Company: Join a fast-growing startup in the HR tech space with a dynamic team.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and customer satisfaction.
- Why this job: Make a real impact by helping customers succeed and thrive with our solutions.
- Qualifications: 1-3 years in customer success or similar roles, with strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
Main responsibilities
- Customer Relationship & Journey Ownership
- Act as the primary operational point of contact for customers post-sales handover
- Build strong, trusted relationships with client stakeholders and guide them through implementation and onboarding
- Navigate customers through their experience lifecycle, ensuring smooth adoption and engagement
- Become a trusted advisor who translates business needs into effective implementation outcomes
- Manage and strengthen relationships to support retention, satisfaction, and long-term success
- Implementation Coordination & Delivery Oversight
- Coordinate HRIS and Payroll implementation consultants and track delivery milestones
- Manage the handover from Sales into Implementation, ensuring clarity on scope, timelines, and expectations
- Oversee implementation governance including status tracking, risk identification, issue resolution, and reporting
- Ensure alignment across internal teams including Implementation, Payroll, Product, Engineering, and Customer Success
- Support implementation readiness and ensure customers provide required inputs for successful go-live
- Customer Enablement & Adoption
- Train customers on HRIS and payroll processes and platform usage
- Drive product adoption with a focus on long-term customer value and success
- Lead customer interactions with a growth and value-realisation mindset
- Support go-live and early lifecycle stabilisation
- Act as a problem solver, helping customers overcome operational challenges
- Data, Insights & Problem Solving
- Use data to assess customer health, identify risks, and surface opportunities
- Synthesize insights into clear, actionable recommendations for stakeholders
- Support decision-making by identifying trends, risks, and opportunities across accounts
- Cross-Functional Collaboration & Growth Enablement
- Collaborate closely with Account Executives, Customer Success Managers, Onboarding Managers, Product, and Support teams
- Act as the voice of the customer, sharing structured feedback with Revenue and Product teams
- Identify expansion opportunities and refer appropriately to Sales teams
- Contribute to improving customer journey processes, playbooks, and delivery standards
- Maintain the day-to-day operational relationship with the client’s Partner Management team, ensuring strong alignment, communication, and collaboration across all delivery workstreams
Requirements
- 1–3+ years of experience in Customer Success, Operations, Support, Consulting, Implementation, or similar customer-facing roles
- Experience in fast-growth startups, payroll/HR tech/SaaS, consulting, or similarly complex environments
- Strong stakeholder management and coordination skills across multiple parties
- Ability to manage competing priorities in fast-paced environments
- Strong analytical mindset with ability to translate data into insights
- Excellent communication skills with senior stakeholders
- Highly collaborative, proactive, and execution-oriented
- Comfortable working in ambiguous environments
- Strong track record of achievement and progression
- Fully proficient in English
Customer Success & Support Manager employer: Flat Rock Technology ?
As a Customer Success & Support Manager at our innovative company, you will thrive in a dynamic and supportive work culture that prioritises employee growth and collaboration. We offer comprehensive training, opportunities for professional development, and a chance to make a meaningful impact on our clients' success while working in a fast-paced, startup environment that values your insights and contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success & Support Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Flat Rock Technology ?. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Flat Rock Technology ? before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success & Support Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Flat Rock Technology ?:Your cover letter is your chance to shine! Tell us why you want to work at Flat Rock Technology ? specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Flat Rock Technology ?!
How to prepare for a job interview at Flat Rock Technology ?
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
