At a Glance
- Tasks: Lead customer onboarding, solve workflow issues, and deliver exceptional training.
- Company: Join ShiftCare, a dynamic startup focused on customer success.
- Benefits: Competitive salary, growth opportunities, and a supportive team environment.
- Other info: Fast-paced SaaS environment with opportunities for long-term career growth.
- Why this job: Make a real impact by enhancing customer experiences and driving efficiency.
- Qualifications: 3-5 years in Customer Success, strong communication, and problem-solving skills.
The predicted salary is between 37800 - 46200 £ per year.
At Shift Care, our Customer Success Managers play a pivotal role in optimising workflows, analysing customer support trends, and ensuring the continuous improvement of our customer experience.
This position requires a strategic thinker with a passion for driving efficiency and delivering exceptional service to our users.
Grow With Us
We are looking for a UK-based full-time, dedicated, and passionate Customer Success Manager to join our growing team.
This person will be a core member of our Customer Success team, and you will be well-positioned to succeed.
The entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!
- Customer Onboarding & Implementation
- Lead onboarding for new Shift Care customers, from smaller teams of around
- 5 seats through to larger customers with
- 100+ seats
- Guide customers through setup, training, workflow design, and best-practice implementation.
- Run onboarding calls, training sessions, check-ins, and follow-up meetings with confidence and structure.
- Help customers understand how to use Shift Care effectively based on their business needs and operating model.
- Identify potential blockers early and take ownership of getting customers back on track.
- 2. Workflow Problem-Solving
- Work through complex customer scenarios and translate them into practical Shift Care workflows.
- Ask strong discovery questions to understand each customer’s operational needs.
- Help customers make good decisions about setup, roles, permissions, processes, scheduling, billing, and care operations.
- Distinguish between training gaps, workflow issues, user error, bugs, and feature requests.
- Escalate issues clearly and appropriately when support from other teams is needed.
- 3. High-Volume Customer Communication
- Manage a busy onboarding workload across calls, meetings, follow-ups, and admin tasks.
- Stay organised while handling multiple customers at different stages of onboarding.
- Communicate proactively with customers so they know what is happening, what is expected of them, and what comes next.
- Keep momentum high during onboarding and avoid letting customers drift or stall.
- Be comfortable making calls, following up directly, and driving customers toward completion.
- 4. Hub Spot Ownership & CRM Hygiene
- Maintain accurate and detailed onboarding records in
- Hub Spot
- Keep notes, next steps, customer status, meeting outcomes, risks, and follow-up tasks up to date.
- Use Hub Spot consistently to manage your pipeline, prioritise work, and provide visibility to the wider team.
- Treat CRM hygiene as a core part of the role, not an admin afterthought.
- Ensure leadership can clearly understand the status, risks, and progress of your onboarding customers.
- 5. Training, Enablement & Content
- Deliver clear, confident product training to customers in live sessions.
- Create or contribute to customer-facing enablement content such as short videos, walkthroughs, webinars, templates, and help resources.
- Be comfortable explaining product concepts simply and clearly to different customer types.
- Support customers in adopting underused or newly released features.
- Look for opportunities to improve the onboarding experience through better resources, repeatable processes, and scalable training.
- 6. Continuous Improvement
- Share customer feedback, onboarding patterns, common blockers, and product insights with the wider team.
- Help improve onboarding playbooks, templates, processes, and internal documentation.
- Identify ways to make onboarding more efficient without reducing customer quality.
- Contribute to a high-performance onboarding culture focused on outcomes, accountability, and customer success.
Who You Are
You are proactive, confident, organised, and comfortable taking ownership. You do not wait for customers or internal teams to chase you. You drive the process forward.
- A strong communicator who is confident leading customer calls and training sessions.
- Highly organised and able to manage a high-volume workload of meetings, calls, follow-ups, and CRM tasks.
- Proactive, with the ability to spot risks early and take action before problems grow.
- A strong problem solver who enjoys working through complex customer scenarios.
- Comfortable onboarding both small and larger customers, from
- 5-seat accounts through to 100+ seat teams
- Experienced with
- Hub Spot
, with strong CRM discipline and attention to detail.
- Confident documenting customer progress, risks, next steps, and outcomes.
- Comfortable creating or appearing in customer-facing videos, webinars, or training content.
- Tech-savvy, curious, and genuinely interested in engaging deeply with the product.
- Quick to learn new systems, tools, and product concepts, and willing to explore how features work so you can guide customers with confidence.
- Patient and empathetic, while still being confident enough to guide customers firmly.
- Comfortable working in a fast-paced Saa S or startup environment.
- Accountable, reliable, and willing to take ownership of customer outcomes.
- Someone who wants to build a long-term career with Shift Care and grow with the
Requirements
- 3-5 years of relevant experience in a related area, such as Customer Success and onboarding
- Minimum of 3 years experience working in a Customer Success /onboarding role at a Saa S company
- Experience with working with customer data to identify and follow up with customers who are high priority, at-risk or need to grow
- Experience in conducting a EBRs and account reviews
- Empathetic to customer needs, and serve as a trusted adviser
- Be hungry, quick to learn, and quicker to execute
- Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely
- Have a long-term vision of working and growing with a successful start-up and stay with the team for at least 2 to 4 years
- Detail-oriented. Keeping track of notes in our CRM is a must
- Must have a high-speed and stable primary and backup internet connection (at least 10 Mbps).
Please note that we will require you to submit a document showing a screenshot of your speed test results.
- Nice to Have
- Startup experience of 1 to 3 years
Customer Success Manager (UK) employer: Workable
Togather is an exceptional employer, recognised as one of the UK's best places to work, offering a vibrant and supportive culture that fosters ambition and high performance. With generous benefits including hybrid working, a substantial holiday allowance, and unique perks like free food and regular team socials, employees are empowered to thrive both personally and professionally. Located in the heart of the live events industry, Togather provides unparalleled opportunities for growth and networking, making it an ideal place for those passionate about creating memorable experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (UK)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Workable. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Workable before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (UK)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Workable:Your cover letter is your chance to shine! Tell us why you want to work at Workable specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Workable!
How to prepare for a job interview at Workable
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
