Customer Success Manager

CUSTOMER SUCCESS MANAGER

£52,000 - £60,000 base, D.O.E, 10% Bonus

Location: Hybrid, two days per week in London office

Reporting to: Chief Revenue Officer

Do you want to play a key role in shaping the customer experience in a fast-scaling SaaS business used by major fleet operators?

Are you looking for a customer-facing role focused on onboarding, implementation and ensuring customers realise real value from a SaaS platform?

Do you enjoy working across Sales, Operations and Product to manage onboarding, solve problems and drive adoption?

ABOUT EXEROS TECHNOLOGIES

Exeros Technologies is a UK leading provider of vehicle safety, video telematics and AI-powered fleet solutions. For over 15 years, the company has been helping fleets reduce risk, improve compliance and enhance operational visibility through its advanced dash camera and video analytics products.

With recent investment from Pembroke VCT, Exeros is entering a transformational phase. Evolving from a hardware-led business into a SaaS-first, product-led enterprise built around its flagship platform, VideMatics, an AI-enhanced telematics solution redefining fleet intelligence.

Exeros partners with major organisations including the AA, National Highways, the RAC, TfL and Scottish Power among more than 200 other fleets.The company is now seeking an experienced Customer Success Manager to support this next phase of growth and operational transformation.

THE OPPORTUNITY

We are hiring a Customer Success Manager to own the customer journey from Closed Won to first value.

This is not a support desk role and it is not a pure project management role. This role is not suited to candidates from purely reactive support or service desk environments. You will sit between Sales, Operations, Product and the customer. The role is to make sure customers are onboarded effectively, deployments stay coordinated, expectations are managed properly and customers start using our products in a way that creates long-term value.

You will act as the primary post-sale contact for customers during onboarding and early adoption. You will work closely with our deployment, operations and technical teams but your focus is customer success and ensuring a smooth deployment journey, not doing the technical work yourself.

You will manage multiple onboarding projects simultaneously across a range of mid-market and enterprise fleet customers. You will have the opportunity to define process, improve customer onboarding and make a direct impact on adoption, retention, and expansion.

KEY RESPONSIBILITIES

• Own the handover from Sales once a deal is closed
• Lead customer onboarding and implementation kick-off calls / meetings
• Build clear onboarding and deployment plans with agreed milestones
• Coordinate with internal teams across sales, operations, scheduling & installation, product and support
• Keep customers informed, aligned and confident throughout deployment
• Ensure customers complete onboarding and reach first value quickly
• Drive early adoption and ensure customers progress successfully through the customer lifecycle
• Identify delivery risks, adoption issues and commercial blockers early
• You are not directly responsible for closing revenue but you are expected to identify expansion opportunities and play an active role in supporting account growth
• Maintain accurate CRM records, onboarding progress and account health notes
• Help build repeatable post-sale processes, templates and handoff discipline

CANDIDATE PROFILE

We are looking for someone who is commercially aware, highly organised and confident in stakeholder management and customer-facing communication. You do not need to be an engineer but you do need enough technical confidence to work with technical teams and understand implementation detail.

You are likely to have experience in one or more of the following:

• Customer Success
• Onboarding / Implementation
• Account Management
• Project Coordination in a B2B technology environment

KEY SKILLS REQUIRED

• Customer communication
• Project and implementation coordination
• Able to manage detail, timelines, dependencies and follow-through
• Strong coordination skills across multiple internal stakeholders
• Written and verbal communication
• Confident using CRM systems and keeping records accurate
• Commercial awareness
• Good commercial judgement and awareness of upsell potential
• Ability to manage multiple moving parts without losing control
• Comfortable escalating issues early rather than hiding them

IDEAL EXPERIENCE

• Experience managing post-sale onboarding for B2B customers
• Experience with SaaS adoption and recurring revenue models
• Experience working with operational deployment or field service teams
• Experience using HubSpot or similar CRM tools
• BONUS POINTS for experience in telematics, video telematics, fleet technology, transport, logistics or vehicle-based services

WHAT’S IN IT FOR YOU?

As well as an inclusive, supportive place for you to work, we offer a range of benefits:

• Highly competitive salary with the opportunity to help shape the company’s future
• 28 days paid annual leave (includes Christmas shutdown), excluding bank holidays
• Exposure to the very latest vehicle technology with a learning and development budget for further professional development
• Rapid internal progression opportunities
• Workplace pension scheme
• Hybrid working, with ideally 2 days per week in our London office
• Recognition and rewards for doing great work and adhering to our values