Job Description:

Customer Success Manager

Location: Sheffield

Working Arrangement: 3 days a week in the office

Salary: Up to £50k

Join a small, ambitious team where you’ll play a central role in shaping how customers experience a growing technology platform. This is a hands-on, high-impact position where you’ll work directly with customers and partners, helping them get up and running quickly while ensuring their feedback directly influences product development.

What you’ll be doing
You’ll take ownership of the full customer journey—from onboarding through ongoing support—making sure customers are successful from day one. You’ll work with a diverse range of users, from highly technical teams to those newer to the space, adapting your approach to meet their needs. Alongside this, you’ll act as the bridge between customers and the product team, turning real-world feedback into meaningful improvements.

What makes this role interesting
This isn’t a narrow support role. You’ll be involved in onboarding, support triage, customer conversations, and product feedback, all within a collaborative environment where your input genuinely shapes decisions. If you enjoy variety, ownership, and working closely with both customers and product teams, you’ll find plenty to get stuck into.

Key areas of focus

• Lead onboarding and ensure customers reach value quickly
• Act as the first point of contact for support, triaging and resolving issues efficiently
• Build strong customer relationships and gather structured feedback
• Work closely with product and engineering to improve the platform
• Contribute to documentation, enablement materials, and scalable support processes

How you’ll work
You’ll engage with a wide spectrum of customers, so strong communication and adaptability are key. You don’t need to be an engineer, but you should be comfortable understanding technical concepts and working alongside engineering teams to resolve issues.

What we’re looking for

• Experience in customer success, onboarding, or B2B SaaS support
• Strong communication skills with the ability to work across technical and non-technical audiences
• A proactive, problem-solving mindset with a focus on unblocking customers quickly
• Interest in learning technical concepts and collaborating with engineering teams
• Comfort working in a fast-moving, evolving environment

Additional details

• Support hours: UK working hours (9:00–5:00)
• Opportunity to contribute to AI-driven improvements and automation across the function
• Exposure to tools such as CRM and ticketing systems

We welcome diverse applicants and are dedicated to treating all applicants with dignity and respect, regardless of background.