Customer Success Manager in Eastwood

Are you passionate about helping customers achieve real, measurable value? Do you thrive in a role where you can build relationships, shape processes, and directly influence customer success outcomes? If so, this is a fantastic opportunity to join our growing team as a Customer Success Manager. As a key member of our Customer Success function, you will drive customer satisfaction, support successful adoption of our solutions, and play a pivotal role in reducing churn. You’ll work closely with customers and internal teams to define, deliver, and scale effective processes that enhance the customer journey and accelerate Time‑to‑Value. This is a role for someone who enjoys getting under the skin of a problem, working collaboratively, and championing the voice of the customer. You’ll influence product enhancements, support renewals, and help customers make the most of our solutions so they can achieve their desired outcomes. Some travel may be required to meet customers and colleagues across different locations, so flexibility around work patterns is important. If you’re driven, relationship-focused, and excited by helping customers achieve measurable success, then we’d love to hear from you.

What you'll be doing

• Deliver and optimise core customer journey processes including onboarding, adoption, retention, and renewal.
• Partner with customers to configure systems aligned to their goals and operational needs.
• Provide training, coaching, and guidance to ensure customers maximise value from our platform.
• Capture and amplify the customer voice, ensuring feedback is acted upon by the right internal teams.
• Prepare and lead Quarterly and Executive Business Reviews.
• Collaborate with Product teams to share customer insights and data‑driven recommendations.
• Review release notes to identify new features and present them to customers in a value‑focused way.
• Support renewal discussions in partnership with the Account Manager.
• Manage Customer Success Plans with a focus on measurable benefits, progress, and value realisation.

What you'll bring

• 5+ years’ experience in a transport operational environment or a comparable field.
• Proven ability to design and deliver scalable processes that support organisational growth.
• Strong analytical skills with the ability to simplify complex challenges.
• Practical, hands‑on approach with willingness to engage deeply with customer operations.
• Confident communicator with strong ownership, accountability, and professionalism.
• Advanced IT proficiency and the ability to quickly learn new tools and systems.
• Excellent listening skills and a collaborative mindset.
• Strong customer empathy and passion for delivering value‑driven outcomes.
• Commitment to personal development and continuous improvement.
• Ability to influence effectively and build consensus across stakeholders.
• Dedication to high‑quality execution, knowledge sharing, and supporting colleagues.

Why Microlise

When your groceries arrive at your door or you sign for your online parcel, one or more of our software, telematics or proof‑of‑purchase solutions has probably been used. Our solutions deliver value to many of the UK’s leading grocery retailers and food logistics providers as well as to household names including JCB, Eddie Stobart, Carlsberg, Waitrose and Tesco. Proudly Midlands‑based, Microlise has been operating for over thirty years, and recently became a Publicly Listed Company with shares trading on the London Stock Exchange. Our growing business is guided by our culture which drives the way we behave, the way we work, the way we connect with our customers, and the way we support and develop our people.

Benefits

• Full support and training to ensure you are well equipped to succeed in your role.
• Private medical insurance with Vitality Health including rewards for members such as: Free Amazon Prime, Apple Watch, discounted gym membership and many more.
• 33 days holiday, including bank holidays, increasing year on year to 38 days, then further increases with length of service.
• Life Assurance, 4 times your annual salary.
• Free Costco membership, 20% off EE mobile and line rental, and other discounts with Reward Gateway.
• Invested in employee health and well‑being with over 20 mental health first aiders in the business.
• Employee Assistance Programmes.
• Great staff extras: Easter eggs, yearly BBQ, Christmas gifts, annual staff awards and many more incentives.
• Free Microlise Cresswell Racing Tickets, support British Superbikes.
• Executive Box at Motorpoint Arena Nottingham.
• Great Place to Work™ certified – We have been recognised by the global authority on workplace culture, so come be a part of our success.
• Best Workplace in the UK™ for Development, Technology, Wellbeing and Women.

Recruitment Process

For successful candidates, interviews will take place whilst the advert is still live; so don’t delay getting your application in!

Recruitment Agencies

Whilst we make every effort to directly source candidates for our live roles, we do have a very small preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our Recruitment Team or Hiring Managers. Any queries should be directed to jobs@microlise.com in the first instance.