Customer Success Manager - English Speaking (UK) in London

We are looking for an English‑speaking Customer Success Manager who will be the dedicated point of contact for our UK customers. You'll own the complete customer lifecycle: from structured onboarding and training to proactive account management and responsive support. This is a versatile, hands‑on role requiring native‑level English, technical aptitude, and SaaS experience. We are a fast‑growing SaaS scale‑up on a mission to make the energy transition easy, fair and frictionless. Our platform empowers heating and cooling suppliers to automate billing, cost allocation, and customer management so they can focus on what truly matters: delivering reliable, affordable energy to communities.

Your mission:

• Onboarding & Training: Design and execute structured onboarding programmes including kick‑off, solution design, technical implementation, go‑live and hypercare for all UK customers. Deliver internal and external training sessions to ensure proficient platform usage and alignment with best practices. Standardise onboarding processes, learning materials and templates to ensure efficiency, repeatability and quality. Track onboarding success metrics (time‑to‑go‑live, CSAT, hypercare outcomes, training completion rates) and continuously identify improvements.
• Account Management: Be the primary operational contact for assigned UK SaaS customers, ensuring they achieve maximum value from the platform. Monitor account health, usage metrics and customer satisfaction indicators (NPS, health scores, churn risk). Proactively manage relationships, anticipate needs and drive usage optimisation. Gather and communicate feature requests, process improvements and operational insights to Product and internal teams. Support renewals, identify growth opportunities and maintain accurate account documentation.
• Customer Support Operations: Contribute to first‑line support through Intercom and other channels, ensuring SLA compliance. Create and maintain help articles and documentation in the help centre in English. Handle escalations and ensure effective communication and resolution during critical issues. Analyse support trends and recurring issues to drive self‑service improvements and product feedback.
• Cross‑functional Collaboration: Act as the voice of UK customers within Zero Friction, bridging Customer Success, Product, Sales, CSO and Engineering teams. Ensure smooth handovers between onboarding, BAU operations and support. Maintain a close feedback loop with Product by consistently relaying customer insights from the UK market. Support analysis and testing of new or improved features.

Does this sound like you?

• Essential requirements: Native or fluent English (spoken & written) – you'll be the English‑speaking expert for our UK customers; excellent command is non‑negotiable. Tech‑savvy and data‑driven – you measure, analyse and optimise based on metrics; comfortable with SaaS platforms, automation tools and data analysis. SaaS experience – proven track record in customer onboarding, account management, implementation or support within a SaaS environment (ideally with billing software and/or energy industry experience). AI‑native mindset: you see AI not as a buzzword but as your personal superpower. You actively use AI tools in your day‑to‑day work and are always looking for smarter, faster, better ways to get things done. You don't wait to be told: you experiment, adopt and share what works.
• Strong plus: Experience working with district heating, community energy, or utility billing systems. Knowledge of UK energy regulations and heat network standards. Additional European language skills (French, Dutch, or German).

Profile:

• Experienced in managing complex customer journeys from onboarding through BAU operations in a client‑centric SaaS environment.
• Strong project management skills: you can structure complex processes, manage multiple initiatives simultaneously and meet deadlines without compromising quality.
• Excellent communication and facilitation skills; comfortable leading training sessions, managing escalations and coordinating stakeholders.
• Proactive problem‑solver with a customer‑centric mindset: you anticipate needs and deliver premium experiences.
• Analytical mindset: you track KPIs, identify patterns in support data and continuously improve processes.
• Team player who thrives in cross‑functional collaboration.
• Results‑driven and detail‑oriented: you balance strategic thinking with hands‑on execution.
• Adaptable and comfortable with shifting priorities in a fast‑paced scale‑up environment.
• Market awareness: you understand the UK heat network and community energy sector and can build strong relationships with customers in this market.

What’s our offer?

• A meaningful, versatile role in a fast‑growing SaaS scale‑up shaping the energy transition in Europe.
• Own the complete customer lifecycle for our UK market: be the go‑to person as we expand into the United Kingdom.
• Ground‑floor opportunity to shape our UK customer success strategy and build relationships from the start.
• Hybrid work setup with flexibility in hours and location.
• A highly collaborative, ambitious and friendly team culture.
• Competitive salary and benefits package.
• Professional development opportunities: lead initiatives, innovate processes and grow with the company.
• Direct impact on customer satisfaction, product development and company growth in an emerging market.

Zero Friction is an equal opportunity employer. We celebrate diversity and welcome applicants from all backgrounds.