Customer Success Manager

The Customer Success Manager is responsible for leading and developing the Customer Success, Technical Support, Commissioning, and Customer Liaison teams to deliver a high-quality, customer-centric service. This role ensures operational excellence across case management, commissioning activity, and service delivery while driving performance, quality, and continuous improvement. The postholder owns SLA compliance, acts as the senior escalation point for complex issues, and plays a key role in enhancing customer experience, satisfaction, and retention. Working collaboratively with cross-functional teams, they ensure accurate reporting, effective onboarding support, and ongoing team capability through training and knowledge management. Ultimately, this role safeguards service efficiency, installation quality, and long-term customer value.

Key Responsibilities:

• Team Leadership & Performance Management
  • Manage, mentor, and develop the Technical Support, Commissioning and Customer Liaison teams
  • Drive and manage team performance, quality, and consistency
  • Manage daily workloads, ensuring effective prioritisation across triage, investigation, and resolution
  • Conduct regular 1-2-1s, performance reviews, and coaching sessions aligned to Employee Development Plans, KPI’s and quality metrics
  • Foster a culture of ownership, accountability, and continuous improvement
• Service Delivery & SLA Ownership
  • Ensure all customer cases are managed in line with agreed SLA targets and internal quality standards
  • Oversee case triage, investigation, and resolution to ensure accuracy and consistency
  • Monitor and manage service performance through KPIs, including case throughput, reopen rates, and response times
  • Act as the senior escalation point for complex technical or high-impact customer issues across the Technical Support function
• Customer Experience & Retention
  • Own and manage customer complaints through to resolution, ensuring clear communication and positive outcomes
  • Support key and high-value customers during escalations to maintain confidence and protect commercial value
  • Drive improvements in customer satisfaction metrics including NPS
  • Work closely with Customer Success and Account Management teams to support retention and renewal efforts
• Commissioning & Installation Oversight
  • Oversee the commissioning process to ensure installs and service calls are completed accurately and efficiently
  • Ensure investigations are completed prior to service calls to reduce unnecessary visits and cost
  • Maintain high standards of data accuracy across works orders, installer appointments, and commissioning records
  • Work with installer partners to improve installation quality and success rates
• Quality Assurance & Continuous Improvement
  • Conduct regular audits of support cases and service calls to ensure correct triage, diagnosis, and resolution
  • Identify trends in faults, repeat issues, and process inefficiencies
  • Drive root cause analysis and work with Product and Engineering teams to reduce failure demand
  • Lead the continuous review and transformation of technical support processes, driving efficiency and scalability through the adoption of emerging technologies, including AI.
  • Identify, redesign, and optimise support workflows, leveraging automation and AI-driven solutions to improve performance, customer experience, and operational efficiency.
  • Champion process innovation by evaluating existing practices and implementing modern, technology-enabled improvements aligned with business growth and efficiency goals.
• Cross-Functional Collaboration
  • Act as a key bridge between Technical Support, Sales, Customer Success, Product and Engineering teams
  • Provide feedback on recurring issues impacting customers, influencing product and process improvements
  • Support onboarding and solution validation processes to ensure successful customer deployment
  • Attend stakeholder meetings and contribute to service and product improvement initiatives
• Reporting & Insights
  • Produce and present daily, weekly, and monthly performance reports
  • Provide insights into customer behaviour, service trends, and operational performance
  • Support data-driven decision making across Customer Care functions
• Training & Knowledge Management
  • Deliver ongoing training to technical support and commissioning teams to maintain strong product and process knowledge
  • Ensure knowledge base articles, SOPs, and training materials are accurate and up to date
  • Promote best practices in customer handling, technical investigation, and case management

Skills / Experience / Competency Required:

• STEM Degree or equivalent technical Experience
• Proven leadership experience within a technical support and customer-facing call centre environment
• Strong understanding of telematics, IoT, or fleet technology
• Ability to diagnose and troubleshoot complex hardware and software issues
• Knowledge of commissioning processes and installation standards
• Ability to interpret technical data, logs, and diagnostic reports
• Understanding of networking basics, connectivity issues, and device communication
• Proven ability to manage performance, KPIs
• Strong analytical and problem-solving skills with focus on root cause analysis
• Excellent stakeholder management and communication skills
• Commercial awareness with understanding of customer lifecycle, retention, and value
• Experience using CRM and operational systems (Salesforce, Jira)

Personal Attributes:

• Customer-first mindset with a focus on delivering value
• Strong ownership and accountability for outcomes
• Proactive and solution-oriented approach to problem-solving
• Collaborative working style across teams and functions
• Ability to remain calm and effective under pressure
• Adaptable and comfortable managing change in a fast-paced environment
• Continuous improvement mindset, seeking ways to enhance processes and service
• Strong coaching and people-development skills
• High attention to detail and commitment to quality
• Positive attitude with a professional and approachable manner

Our Values:

• Caring & Committed – We show up for each other and deliver with dedication
• Make a Difference – We create impact that matters
• Relentless – We push forward until we succeed
• Do the Right Thing – We choose integrity every time
• Joy of the Journey – We enjoy the ride and celebrate along the way

Health & Safety:

• To comply with the Group H&S policy and procedures;
• To take care of your own health and safety and that of people who may be affected by what you do (or what you do not do);
• To co-operate with others on health and safety;
• To not interfere with, or misuse, anything provided for your health, safety or welfare;
• To wear/use the correct Protective Equipment at all times;
• To follow the training you have received at all times;

Information Security:

• To follow the Group Information Security policies at all times;
• To ensure that passwords under your responsibility are kept confidential;
• To keep Group or Company information secure and confidential at all times;
• To inform your manager immediately if you detect, suspect or witness an incident that may be a breach of security.

This role requires screening in the below areas:

• References
• Pre-Employment Credit Check
• Basic Disclosure

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. All job descriptions are subject to possible modifications in line with the needs of the business.

Worker Type: Regular

Weekly Hours: 37.5