Customer Success Manager in London

As Customer Success Manager, you will play an essential role in managing integration-related support cases, ensuring smooth onboarding, and maintaining high customer satisfaction. The ideal candidate will have a deep understanding of SaaS platforms, technical integrations, and customer-centric project delivery and is able to connect people and technology.

This Customer Success Manager has a broad remit encompassing – but not limited to – the work areas below:

• Define the goals, scope, budget, and resources of a project with all stakeholders.
• Own and manage the lifecycle of integration-related support cases, ensuring timely resolution and high customer satisfaction.
• Serve as the primary liaison between clients and internal teams (engineering, product, configuration, support) to resolve technical and integration challenges.
• Understand each client’s architecture and business processes to guide integration best practices and identify potential friction points.
• Collaborate with implementation teams to ensure smooth onboarding and handover of integration cases.
• Monitor and report on integration health, usage patterns, and case trends to proactively address issues.
• Maintain detailed documentation of integration scenarios, resolutions, and lessons learned to support continuous improvement.
• Contribute to the development of integration playbooks, knowledge base articles, and self-service tools.
• Support change management efforts when clients update their systems or workflows that impact the SaaS integration.
• Lead and manage digital projects from inception to completion, ensuring alignment with strategic goals.
• Oversee the implementation and lifecycle of SaaS software solutions, ensuring seamless integration and user adoption.
• Establish and optimize project management processes and workflows to enhance efficiency and scalability.
• Collaborate with cross-functional technical teams to ensure technological feasibility and innovation in project delivery.
• Facilitate communication between project participants and translate complex requirements for non-technical stakeholders.
• Provide regular progress reports and maintain proactive communication with clients.
• Collaborate with project managers to improve processes and make sure to optimize for client delivery.

Required experience & competencies:

• You have several years of solid experience in project management, particularly in the technical integration of SaaS solutions, operational management of the solution lifecycle, or client-facing roles within a SaaS company.
• You are proficient in agile methodologies as well as structured project management, such as the V-Model approach, and apply them in your professional practice.
• You have experience in documenting processes and creating support materials.
• You possess in-depth knowledge of various tools, including Jira, Confluence, SharePoint, and Power BI.

Required Education:

• Bachelor’s or Master’s degree or equivalent.
• Strong understanding of software integration, APIs, and cloud-based platforms.
• Ability to analyse technical issues and coordinate cross-functional teams to resolve them.
• Familiarity with change management practices in a SaaS environment.
• Strong drafting skills for functional documentation and client communication.
• Ability to set up and refine operational processes in dynamic environments.
• Understanding of modern technology stacks and software development practices.
• Excellent communication skills in French, Spanish is a nice to have.