At a Glance
- Tasks: Manage customer relationships from contract to project handover, ensuring engagement and satisfaction.
- Company: Join a growing company focused on customer success and innovative solutions.
- Benefits: Enjoy 27 days holiday, health insurance, home office stipend, and funded professional development.
- Other info: Work in a dynamic environment with opportunities for personal and professional growth.
- Why this job: Be the key player in enhancing customer experiences and driving project success.
- Qualifications: Strong communication skills and experience in customer-facing roles are essential.
The predicted salary is between 40500 - 49500 £ per year.
Job Title
Onboarding Success Manager
Salary
- £32,000 - £35,00
- Role Description
We are growing, and as we grow the period between a trust signing with us and their implementation starting has become both longer and more important.
That window is where a customer's confidence in us is built, so we are investing in it deliberately rather than leaving it to look after itself.
The Onboarding Success Manager owns the customer relationship across that period, from contract signature through to handover to the delivery team.
You hold that relationship alongside Sales and Account Management, keeping every customer engaged, informed and moving so the enthusiasm they had when they signed is still there on the day their project starts.
You know where each customer stands at any point, and you act early to keep them on track.
You own the improvements that make each customer's experience better than the last, and you are measured against a clear set of KPIs, reported proactively to the Head of Implementations.
- What the role is accountable for
- The customer's confidence and momentum from the point of sale through to handover to the delivery team, and the management of the risk that sits in that gap.
- Being the customer's point of contact through that period, working alongside Sales and Account Management.
- Knowing the health of every customer at all times, so those who need attention are identified early, owned and driven to resolution before the risk lands.
- Continuous improvement of the journey from sale to handover, so each customer's experience is better than the last and the time in that gap reduces.
- Delivery slots being filled, so no delivery time is lost, with early warning when demand and capacity are moving out of step.
- A defined set of KPIs, reported proactively to the Head of Implementations, showing the risks headed off as well as the outcomes delivered.
Accountability for delivering the implementation itself sits with the delivery team from project start.
This role is accountable for everything up to that point: the customer arriving at handover engaged, prepared and on time, with the plans, visibility and customer intelligence in place for the team to pick up cleanly.
Beyond handover, the role continues in a supporting capacity, contributing risk oversight to live projects without holding accountability for their delivery.
Key responsibilities
- Own the customer relationship from contract signature through to handover to the delivery team, working in direct partnership with Sales and Account Management.
- Keep customers engaged and informed throughout the wait: lead the planning conversations, agree expectations and timelines, and hold both the customer and the business to them.
- Monitor customer health continuously and report on how each customer is tracking, so their position is visible to Sales, the delivery team and the Exec at any point.
- Own the at-risk process: identify customers heading for trouble early, give each a clear owner and a plan, and drive it through to resolution, escalating when progress stalls.
Identifying the problem is only half of it; this role is accountable for the fix landing.
- Own slot fill: once availability is set, work with Sales and Account Management to fill delivery slots quickly so no delivery capacity is lost, flagging at‑risk slots early and bringing customers forward where readiness allows.
- Lead forward demand planning with Sales and the delivery team, giving a clear forward view of what is coming so capacity can be shaped around it.
- Own process improvement across the journey from sale to handover: find where time, quality or momentum are being lost, design the fix, and work with the department to embed it.
- Report proactively to the Head of Implementations against a defined set of KPIs, covering customer health and engagement, expedited and delayed customers, risks identified and headed off, and missed opportunities where a slot was needed but not available.
Work through tooling rather than by hand: use AI and automation, Claude in particular, to build and maintain the plans, keep the delivery boards clean and current, surface early warning on customers who need attention, and design the manual admin out of the journey.
Skills, experience, and attributes
- A commercial, customer‑facing mindset.
You are comfortable owning a customer relationship and managing expectations diplomatically, including when the news is not what the customer wanted to hear, and you keep the relationship strong while doing it.
- Able to hold a picture across a portfolio of customers at once, spotting the ones going quiet or drifting off track before they tell you, and acting on it early.
- A solid delivery or project background, with a clear understanding of how customer implementation projects run and how resource and capacity are planned, so you can hold a credible conversation with both the customer and the delivery team.
- Evidence of owning outcomes rather than tasks. You have held a set of measures, reported on them to a senior audience, and acted on what they told you.
- Comfortable with AI and automation, and keen to work that way by default rather than falling back on manual effort.
Hands‑on experience with Claude, or with automation in Monday. com or Hub Spot, is an advantage, but appetite and aptitude matter more to us than the track record.
- Analytical and process‑minded, able to look at a workflow, see where the time and momentum are going, and work out what would remove the friction.
- A confident communicator who can work across Sales, Account Management and the delivery team, hold people to commitments without damaging the relationship, and escalat early when something is not moving.
- Autonomous and self‑directed, able to own an improvement agenda and to make and defend process decisions with minimal direction.
- Experience in education, MAT finance or a comparably regulated sector is welcome, but it is not essential.
Benefits
- 27 days of holiday per year plus bank holidays (with a buy option up to an additional5 days)
- Enhance Maternity and Paternity leave
- AXA Health insuranceincluding dental, opticaland mental health
- Broadband allowance
- Home office stipend
- Life assurance (4 x basic salary)
- Encouraged and funded CPD
- #J-18808-Ljbffr
Onboarding Success Manager employer: IMP Software
At IMP, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a remote employer, we offer flexible working arrangements, competitive benefits, and ample opportunities for professional growth, ensuring that you can make a meaningful impact while balancing your personal and professional life. Join us in leading the charge towards innovative cloud solutions and be part of a team that values collaboration and creativity.
StudySmarter Expert Advice🤫
We think this is how you could land Onboarding Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IMP Software. 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 IMP Software 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 Onboarding 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 IMP Software:Your cover letter is your chance to shine! Tell us why you want to work at IMP Software 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 IMP Software!
How to prepare for a job interview at IMP Software
✨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.
