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For Companies At a Glance
- Tasks: Lead and develop a customer support team while enhancing customer onboarding and success.
- Company: Join Khaos Control, an award-winning ERP SaaS provider powering UK retailers for over 25 years.
- Benefits: Enjoy a competitive salary, hybrid working, bonus opportunities, and a training budget.
- Why this job: Make a real impact on customer experiences and drive long-term success in a dynamic environment.
- Qualifications: Experience in customer service leadership, with a focus on SaaS or ERP solutions.
- Other info: Opportunity for career progression towards Head of Customer Success.
The predicted salary is between 46000 - 62000 £ per year.
You don’t just want to manage support, you want to own the customer experience end-to-end. If turning complex problems into loyal, long-term customers is your thing, this role was built for you. When ERP software sits at the heart of a business, customer service isn’t a function - it’s a promise. At Khaos Control, that promise has powered UK retailers for over 25 years, helping ambitious SMEs and complex, multi-channel businesses grow with confidence. Now, as we continue to scale our award-winning ERP SaaS platform, we’re looking for a Customer Service Manager who thrives on ownership, leadership, and delivering reassurance when it matters most. This is a senior, hands-on role for a customer-focused leader ready to shape how support, onboarding, and long-term success work across a growing SaaS business - and to make a visible, lasting impact.
The Role At a Glance
- Location: Grantham, Lincolnshire Office - Hybrid
- Salary: £54,000 - £58,000 DOE + Bonus
- Full-Time, Monday - Friday – Permanent
Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do
Company: Khaos Control - Award-Winning ERP SaaS provider powering SME retail
You Will
- Lead, coach, and develop our customer support team
- Own customer onboarding alongside Professional Services; from go-live to real adoption
- Act as the senior escalation point for complex customer issues
- Work cross-functionally with Product, Tech, and Sales to drive proper resolutions
- Improve processes, documentation, SLAs, and reporting as we scale
- Proactively drive customer success, adoption, and retention
What We’re Looking For
- An experienced customer service or customer success leader
- Customer-first, with a strong sense of ownership and accountability
- Confident handling escalations and complex customer issues
- Experienced leading and developing customer-facing teams
- Comfortable working cross-functionally with Product, Tech, and Sales
- Focused on onboarding, adoption, and long-term customer success
- Calm under pressure and trusted by customers when it matters most
- Background in SaaS, ERP, or complex B2B software environments preferred
What Success Looks Like
- Consistently high CSAT / NPS
- Faster onboarding and time-to-value for new customers
- Lower churn and stronger long-term retention
- A confident, high-performing support team
- Customers who actively recommend Khaos Control because of the service they receive
What’s On Offer
- £54,000 - £58,000 base salary, depending on experience
- Up to 10% annual bonus linked to customer satisfaction, retention, and team performance
- Hybrid working with flexibility built in
- 25 days holiday + bank holidays
- Company pension with enhanced employer contribution
- Training & development budget (leadership, customer success, systems)
- Progression path toward Head of Customer Success as the company grows
- Direct access to leadership reporting to the Managing Director
- The chance to shape how customer success works in an established and ambitious ERP business
If you’re a customer-first leader who enjoys complexity, ownership, and building teams that customers genuinely trust, we’d love to meet you. Apply now and help us turn powerful ERP software into long-term customer success.
Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Grantham employer: VoiceWorks
Contact Detail:
VoiceWorks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Grantham
✨Tip Number 1
Network like a pro! Reach out to your connections in the SaaS and ERP space. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your customer success stories! When you get the chance to chat with potential employers, share specific examples of how you've turned complex customer issues into success. This will demonstrate your ownership and accountability, which are key for this role.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you would handle escalations or improve customer onboarding processes. Practising your responses will help you feel more confident and show that you’re ready to take on the challenges of the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in the company and the role. Let’s get you that dream job!
We think you need these skills to ace Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Grantham
Some tips for your application 🫡
Show Your Customer-Centric Mindset: Make sure to highlight your passion for customer service in your application. We want to see how you’ve turned complex problems into loyal customers in the past. Share specific examples that demonstrate your commitment to putting the customer at the heart of everything you do.
Tailor Your Application: Don’t just send a generic CV and cover letter! We’re looking for someone who understands the nuances of the SaaS and ERP landscape. Make sure to tailor your application to reflect your experience in these areas, showing us why you’re the perfect fit for this role.
Be Clear About Your Leadership Style: As a potential leader in our team, we want to know how you lead and develop others. In your application, share your approach to coaching and mentoring customer-facing teams. Let us see how you inspire confidence and ownership in your colleagues!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures it gets the attention it deserves. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at VoiceWorks
✨Know the Product Inside Out
Before your interview, make sure you understand Khaos Control's ERP SaaS platform. Familiarise yourself with its features, benefits, and how it helps SMEs. This knowledge will not only impress your interviewers but also show that you're genuinely interested in the role.
✨Showcase Your Customer-Centric Approach
Prepare examples from your past experiences where you've successfully managed customer relationships or resolved complex issues. Highlight how your actions led to improved customer satisfaction and retention, aligning with the company's commitment to putting customers at the heart of everything they do.
✨Demonstrate Leadership Skills
As a potential leader, be ready to discuss your experience in coaching and developing teams. Share specific instances where you've led a team through challenges, focusing on how you fostered a culture of accountability and success, which is crucial for this role.
✨Prepare for Cross-Functional Collaboration
Since the role involves working with Product, Tech, and Sales, think of examples where you've successfully collaborated across departments. Be ready to discuss how you can bridge gaps between teams to drive customer success and improve processes, showcasing your ability to work in a dynamic environment.
