Customer Success and Support Manager in Basildon

Why Join Ford Pro Intelligence? Ford Pro Intelligence isn't your typical corporate role—it’s where Ford's 120-year legacy of innovation meets the pace and mindset of a modern SaaS startup. We’re building the data and telematics backbone that’s transforming how businesses manage their fleets, optimize operations, and make smarter decisions. In an industry where data doesn’t just inform—it drives vehicle, parts and service revenue —we’re at the front‑row of commercial mobility's digital revolution. Based at Ford's Dunton Technical Centre (4‑day hybrid), you’ll be part of a high‑growth team that operates with startup agility while leveraging the scale, resources, and impact of a global automotive leader. If you thrive in environments where strategy meets execution, and where your work directly shapes customer outcomes and business results, this is your opportunity.

The Challenge We’re at an inflection point. By end of 2026, Ford Pro Intelligence will have launched transformative new products— Vehicle Care Portal, Dealer Uptime Services and Liive+—that will redefine how we serve commercial customers across Europe. But innovation in product alone isn’t enough. We need to evolve how we support customers, breaking down silos between customer‑facing and dealer‑facing teams to create seamless, exceptional experiences. This is where you come in. We need a leader who can architect the future while delivering flawlessly today—someone who can design next‑generation workflows and account management strategies while ensuring our thousands of monthly customer interactions are handled with precision and care. You’ll be building the playbook for success in a rapidly scaling environment where telematics and data intelligence are no longer "nice to have"—they’re mission‑critical to our customers' operations.

Qualifications Who You Are Experience in Customer Success, Technical Support, Operations, or SaaS account management, ideally in a telematics, automotive, IOT, or data platform environment. Strong leadership capability in fast‑paced, scaling organisations. Ability to translate strategy into actionable operational plans. Deep customer empathy and a data‑driven mindset. Experience working with cross‑functional teams (Product, Engineering, Sales, Dealers). Excellent communication and stakeholder management skills. Comfortable navigating technology, data insights, and complex workflows.

Additional Information The Company is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of race, religion or belief, sex, marriage and civil partnership, pregnancy and maternity, age, sexual orientation, gender reassignment or disability. This position is based in Dunton, and it is expected the successful candidate will be able to attend the Dunton office for typically 4 days a week and remain flexible on the days they are required to attend the office according to business requirements. As part of our pre‑employment checks process, successful candidates will be required to undergo a criminal record check. This will be conducted in line with the Rehabilitation of Offenders Act 1974 and applied only to unspent convictions.

Responsibilities What You’ll Do Shape the Future of Customer Success You’ll develop the 2026 operational blueprint for customer success and support across new product initiatives. This means designing roles, workflows, and cross‑functional collaboration models that break down traditional silos and create unified customer journeys from sale through renewal. Lead with Impact, Daily You’ll directly manage a team of 2 Enterprise Customer Success Managers and provide functional leadership to our Success & Support teams—balancing technical troubleshooting (25%) with strategic account management (75%)—while maintaining the quality and efficiency standards that keep our customers thriving. Protect Revenue & Drive Growth You’ll own proactive Customer outreach, nurture and churn mitigation, using data and customer health signals to intervene before problems escalate. You’ll coordinate responses to service disruptions, drive direct debit sign‑ups, oversee late payment collections, and ensure our continued development of systems strengthens customer relationships rather than straining them. Be the Voice of the Customer You’ll lead customer‑facing aspects of new product & feature launches, Salesforce, and our web‑based marketplace. You’ll turn negative Customer feedback into recovery opportunities and translate customer insights into product roadmap influence—ensuring our innovation is always grounded in real‑world customer needs. Develop Your Team You’ll mentor, coach, and grow your direct reports, balancing the demands of operational excellence with genuine investment in their career development. In our start‑up‑within‑a‑corporate culture, you’ll have the autonomy to build a high‑performing team that reflects your leadership vision.