Customer & Channel Success Manager in Telford

About Moodsonic: Moodsonic uses sound to improve how indoor spaces feel. Our platform delivers adaptive soundscapes for workplaces, hospitals, universities, and other shared environments shaping daily life, integrating with hardware, building systems, and an array of applications to respond dynamically to activity levels, time of day, environmental sensors, and user input. The work sits at the intersection of sound, built environments, and human experience, with customers and partners playing a central role in bringing the technology into real spaces.

The role: This is a customer and channel success role with a strong operations layer. Moodsonic is growing through a mix of direct customers and channel partners: the integrators, resellers, delivery partners, and other teams who help specify, sell, deploy, and support our platform. We need someone who can keep those relationships active and well-organized once a project becomes active, making sure customers are heard, partners have clear points of contact, and important context is shared with the right people internally.

The right person is relationship-oriented, highly organized, and comfortable operating across customer success, channel relationships, and product operations. You will own proactive check-ins, onboarding follow-up, customer status tracking, documentation, meeting prep, and follow-through. You should be good at turning customer and partner conversations into clear next steps, accurate records, useful summaries, and practical internal context.

In practice, expect roughly a 60/40 split: about 60% customer and channel success, and 40% product operations and project management support. This is not an administrative role or a sales quota role. It is a role for someone who likes keeping people, information, and work moving.

What you'll work on:

• Own proactive check-ins with deployed customers, maintaining relationships before problems appear.
• Track customer status, satisfaction, risks, open questions, and signs that an account may need attention.
• Own the relationship side of onboarding for new customers: timelines, expectations, follow-up, and handoff into onboarding.
• Act as the first relationship contact after deployment, routing technical issues to the right owner while keeping the customer informed.
• Capture customer feedback systematically and surface useful patterns to the Chief Product Officer.
• Identify expansion signals, warm up the conversation, and involve the CEO or Chief Product Officer when a commercial decision or strategic relationship needs senior ownership.
• Coordinate partner-led deployments, including milestones, schedules, document delivery, and open questions.
• Maintain ongoing relationships with channel partners, reps, integrators, and delivery partners.
• Support prospect demos and calls where appropriate by preparing materials, joining conversations, and following up afterward.
• Keep post-sale HubSpot records current, including contact records, account status, deal-stage accuracy, and follow-up notes.
• Prepare briefings from customer and partner calls so product and commercial discussions start with clear context.
• Track follow-ups, action items, and project status so customer, partner, and product work stays visible and moves forward.
• Keep internal documentation and knowledge-base material current where repeated questions or support patterns emerge.

What we're looking for:

• Required: 3+ years of experience, or equivalent, in customer success, account management, partner operations, customer operations, sales operations, or a related customer-facing B2B role.
• Strong relationship instincts. You are comfortable on calls, listen well, follow up reliably, and can represent Moodsonic externally.
• Enough commercial confidence to notice expansion opportunities, relationship risks, and moments where a senior leader needs to step in.
• Excellent written communication. You can turn a complex conversation into a clear note, action list, customer update, or internal brief.
• Strong organizational discipline without sounding bureaucratic or process-heavy.
• Comfort working with technical products: able to answer basic product questions from documentation and route deeper technical questions clearly.
• Experience keeping CRM records, customer notes, project status, and follow-ups current.
• A practical, calm communication style with customers, partners, and internal teams.
• Comfort working in a small remote team where roles overlap and judgment matters.
• Willingness to travel occasionally, including internationally, as customer and partner needs require.

Valued:

• B2B customer success, account management, customer operations, or partner operations experience.
• Experience working with channel partners, resellers, integrators, or implementation partners.
• Experience with B2B products or services that involve onboarding, account coordination, partner relationships, or implementation.
• Experience with CRM and collaboration tools such as HubSpot, Jira, Confluence, Slack, Google Workspace, or similar.
• Product operations, implementation coordination, customer onboarding, or structured follow-up experience.
• Experience creating customer notes, internal briefs, partner follow-up materials, FAQs, or knowledge-base content.
• Interest in sound, music, acoustics, wellbeing, workplace, hospitality, healthcare, education, or built environments.

Team and how we work: You will join a small team distributed across the UK, Europe, and the US West Coast. We run a weekly product cadence, work asynchronously by default, and rely on clear written communication to stay aligned across time zones. You will report to the Chief Product Officer and work closely with the CEO, commercial, marketing, design, and technical specialists. Because the CPO is on US Pacific time and this role is UK-based, the role requires strong async communication and reliable overlap in the late UK afternoon.

Compensation and benefits: Base salary £35,000 to £45,000, calibrated to experience. A performance bonus may also be available. Benefits include private medical insurance for UK employees, 28 days paid holiday inclusive of UK holidays, and flexible remote-first working. UK right to work is required.

How to apply: Apply through LinkedIn. Please include three to five sentences on a customer relationship, partner relationship, onboarding, or product-operations workflow you owned.