Customer Programme Manager in London

Greyparrot is building the intelligence layer for the global recycling industry - combining computer vision, AI, and hardware to give waste operators real-time visibility into their material streams. Our customers are large, complex organisations: materials recovery facilities, waste management groups, and municipalities across Europe and beyond.

Deploying our technology is not straightforward. It involves physical hardware going into live operational sites, layered with software and data that customers rely on indefinitely. The customer journey does not end at go-live - it runs for the lifetime of the contract, and it requires active, structured management throughout.

The Customer Programme Manager is the permanent owner of the customer experience. From the final stages of a sales deal through installation, go-live, and long-term operations - you are the single point of accountability for how the customer feels about Greyparrot. You do not do the technical work. You pull in the right internal teams at the right moments - Implementation, Customer Ops, Support, Sales - track what is happening, and make sure nothing falls through the cracks. The goal is always the same: a customer who is informed, supported, and running well.

This is a new role for the business, as our team is growing, so you will have remit to help - along with other team members moving into similar roles - define how this position will look and grow into the future.

Ensure every Greyparrot customer has a consistently excellent experience - from pre deal close to renewal and beyond - by owning their journey, coordinating internal teams, and maintaining the rigour that keeps things on track.

These are the results you will be held to. How you achieve them is yours to figure out.

• Everyone always knows where every customer stands. Every active customer has a clear picture of their journey - what has happened, what is coming, who owns what. Internally, the same is true: Operations, Implementation, Support, and Sales can see account status, open issues, and health at any point without having to ask. You maintain the systems and comms that make this possible. Nothing lives in your head or inbox.
• Pre-close, we have what we need. By the time a contract is signed, the information required to begin delivery is captured and shared. Sales-to-ops handovers are clean. Where a deal is being structured in a way that creates downstream problems, you have said so before the ink is dry.
• Customers experience a smooth journey from day one. Implementation owns the technical delivery. You own the customer’s experience of it - making sure timelines are visible, risks are flagged before they land on the customer, and the customer is never left wondering what is happening or who is dealing with it. Once live, you stay close: when a unit goes down, when site data is needed, when a visit is required, you are already across it, the right team is engaged, and the customer is informed. They do not chase Greyparrot. They do not need to.
• Every significant customer moment is prepared for. For any high-stakes interaction - a QBR, a large site visit, a renewal meeting, a prospective customer evaluation - you own the internal preparation. The right people are briefed. Alignment happens before the customer meeting, not during it. Greyparrot shows up coordinated, with one voice, and nobody is fielding questions they should have anticipated.
• Renewals are never a surprise. Sales walks into every renewal conversation with a full picture of account health - usage, sentiment, open issues, relationship context. You maintain that picture continuously and brief Sales well ahead of time. When you see an account drifting - disengaged stakeholders, unresolved issues, low adoption - you flag it early enough to act, not after the renewal is already at risk. When you spot an expansion signal - a customer scaling their operation, a new site, a stakeholder asking what else is possible - you bring that back to Sales promptly. Renewals are an outcome of good programme management, not a separate scramble.
• The function scales without breaking. The processes, playbooks, and tracking systems underpinning customer management are documented and repeatable. As the customer base grows, quality does not degrade. How we manage customers does not depend on any one person holding it all in their head.

Experience & Background

Essential experience

• 4–8 years in customer success, customer project management, or a delivery-focused role - where rigour and follow-through were core to the job, not just nice to have.
• Background in a business that sells into physical operations - recycling, waste management, logistics, manufacturing, or similar. You understand the complexity of deploying technology into live environments.
• Exposure to SaaS or hardware-plus-software products alongside that physical world context. Comfortable with data flows, technical stakeholders, and software-driven reporting.
• Commercial instinct - you can read a customer situation, understand what they actually need, and manage expectations without over-promising.
• Excellent communicator: written updates, customer calls, exec-level QBRs. Customers trust you and internal teams know exactly where things stand.
• You read the strategic importance of a situation without being told. The biggest customer meeting of the quarter gets your full attention from the week before, not the evening before. You do not need to be reminded of what matters.
• You do not let things slip. Follow-through is non-negotiable and you build systems to ensure it.
• Comfortable operating without a defined playbook and confident building one.
• Experience working across EMEA markets - comfortable with the commercial, cultural, and operational differences between EU countries.

Desirable experience

• Direct experience in recycling, waste, or the circular economy.
• Formal project management methodology (PMP, PRINCE2, APM) - application matters more than the certificate.
• Experience in a scale-up where the process did not yet exist when you arrived.
• Familiarity with CRM and project tools (HubSpot, Salesforce, Jira, Monday, or similar).
• A second EU language - French preferred. English is the primary working language of the role & business.

90 days: you have a clear, current picture of every active account. You have identified the biggest gaps in how we communicate and hand off with customers, and you have a plan to address them.

6 months: customers are never surprised. Touchpoints are running on schedule. Issues are being resolved before they escalate. Sales has what it needs for upcoming renewals.

1 year: customers call you. Internal teams work with you seamlessly. The process is documented, scalable, and does not live in your head alone.

About Greyparrot: The world is in a waste crisis. Currently we produce 2.1 billion tons of solid waste per year. Data collection of the waste we produce is non-existent, meaning no systematic transparency and no accountability. It means that recycling targets are not upheld, dumping of waste into our oceans remains nobody's responsibility, recyclables get sent to landfill or incineration, and producers get away with sub-standard packaging. Thus, recycling rates stubbornly remain at 10% and, unless we change, by 2040 the plastic stock in the ocean will have quadrupled - a problem that already costs society $1.5 trillion each year. Our mission is to digital waste flows to accelerate the circular economy. Currently, our camera system and AI software are deployed in recycling plants and waste facilities around the world to measure material flows and provide waste analytics. We have compiled a team of experts to deploy our technology and we’re looking to expand our team.