At a Glance
- Tasks: Manage customer relationships and ensure they maximise value from our AI-driven platform.
- Company: Join iCustoms.ai, a leader in digital customs and trade compliance.
- Benefits: Enjoy exceptional benefits and genuine growth opportunities in a fast-paced environment.
- Other info: Collaborate with a global team of AI specialists and trade professionals.
- Why this job: Be part of the digital customs revolution and shape customer experiences.
- Qualifications: Experience in customs brokerage and strong communication skills required.
The predicted salary is between 42750 - 52250 £ per year.
i Customs is a leading-edge AI-driven platform revolutionising the world of trade compliance and customs clearance.
We help businesses navigate the complexities of global trade by automating customs entries, classification, and document management using proprietary AI technology.
As we scale our customer base across the UK, Ireland, and beyond, we're looking for a Customer Success Manager who can combine real customs domain expertise with a genuine enthusiasm for technology.
About i Customs. ai i Customs is a leading-edge AI-driven platform revolutionising the world of trade compliance and customs clearance.
We help businesses navigate the complexities of global trade by automating customs entries, classification, and document management using proprietary AI technology.
As we scale our customer base across the UK, Ireland, and beyond, we're looking for a Customer Success Manager who can combine real customs domain expertise with a genuine enthusiasm for technology.
The Role
We are seeking a Customer Success Manager to own the post-sale relationship with our customers — customs brokers, freight forwarders, and importers/exporters — ensuring they get maximum value from the i Customs platform.
This is a hybrid role: part relationship manager, part customs advisor, part product champion.
You'll need enough customs brokerage knowledge to speak the customer's language and troubleshoot real compliance workflows, paired with the technical fluency to guide customers through a fast-evolving Saa S/AI platform.
Key Responsibilities
- 1. Customer Relationship Management
- Own the end-to-end customer relationship post-onboarding — driving adoption, retention, and expansion across your book of accounts.
- Act as the primary point of contact for customers, building trusted, consultative relationships with operations and compliance teams.
- Run regular business reviews to track customer health, surface value delivered, and identify growth opportunities.
- Proactively monitor usage and engagement signals to flag churn risk and intervene early.
- 2. Onboarding & Implementation
- Guide new customers through onboarding, ensuring their customs workflows, entry types, and compliance requirements are correctly mapped within the platform.
- Translate customer-specific customs brokerage processes into effective platform configuration and best practice.
- Partner with the implementation and product teams to ensure a smooth, low-friction go-live.
- 3. Technical & Compliance Support
- Support customers in troubleshooting entry rejections, data mapping issues, and broader platform inquiries with confidence and speed.
- Apply working knowledge of customs brokerage and trade compliance to diagnose root causes — not just symptoms — behind customer issues.
- Liaise with the product and engineering teams to elevate systemic issues and represent the voice of the customer in the roadmap.
- 4. Advocacy & Enablement
- Champion customer feedback internally, helping shape product improvements and new features.
- Support training sessions for customers and internal teams on platform capabilities, customs fundamentals, and regulatory updates.
- Contribute to customer-facing content — playbooks, FAQs, and best-practice guides — that scale customer success across the book.
- Required Qualifications & Skills
- Customs
- Brokerage
Knowledge: Experience in customs brokerage, freight forwarding, or trade compliance strongly preferred — you understand entries, classification, and the operational realities customers face.
- Technology Proficiency: High comfort working with Saa S and AI-driven platforms; able to learn new systems quickly and translate technical concepts for non-technical users.
- Customer Success Experience: A track record of managing customer relationships, driving retention, and delivering measurable value in a B2B Saa S or trade/logistics environment.
- Communication: Ability to explain complex customs and platform “nuances” to customers clearly, confidently, and without jargon.
- Problem-Solving: A proactive, analytical approach to investigating issues and identifying root-cause fixes rather than workarounds.
- Systems Knowledge (a plus): Familiarity with CDS, AIS/AES, NCTS, or IC 2 is a strong advantage.
Why Join i Customs. ai?
- Be at the forefront of the “Digital Customs” revolution.
- Work in a fast-paced, high-growth environment where your input directly shapes the customer experience and product.
- Collaborate with a global team of AI specialists and trade professionals.
- Exceptional benefits and genuine growth opportunities.
i Customs. ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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Customer Success Manager employer: iCustoms.ai
iCustoms.ai is an exceptional employer that fosters a dynamic and innovative work culture, where employees are empowered to drive meaningful change in the trade compliance sector. With a strong focus on professional development, team members have access to continuous learning opportunities and the chance to work with cutting-edge AI technology in a collaborative environment. Located in a vibrant tech hub, iCustoms.ai offers unique advantages such as flexible working arrangements and a commitment to employee well-being, making it an ideal place for those seeking a rewarding career in customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at iCustoms.ai. 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 iCustoms.ai 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 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 iCustoms.ai:Your cover letter is your chance to shine! Tell us why you want to work at iCustoms.ai 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 iCustoms.ai!
How to prepare for a job interview at iCustoms.ai
✨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.
