Customer Success & Delivery Manager (SaaS)

The Company

Join a fast growing Customer Experience (CX) consultancy working with well known brands across retail, financial services, hospitality and digital businesses. We help companies design, implement and run world class customer feedback programmes using leading CX technology platforms.

As a small but growing firm, every team member has real ownership of client work and the opportunity to shape how we operate and grow. In addition to your core responsibilities, you’ll have the freedom to shape parts of your role and maximise your impact on the business. We encourage team members to step beyond their day to day responsibilities and explore new areas aligned with their interests and career goals.

Your Role

This role combines elements of Customer Success, CX consulting and project delivery. You will manage a portfolio of client programmes, ensuring they deliver measurable business value while coordinating delivery across internal teams.

Responsibilities include:

1. Manage a portfolio of CX programmes for UK based clients
2. Act as the primary client contact, ensuring customers derive value from their CX platforms
3. Manage project delivery across implementations and enhancements
4. Analyse customer feedback data and generate actionable insights
5. Lead client meetings, including business reviews and strategic discussions
6. Coordinate with technical teams and platform partners to deliver programme improvements

The role is based in the UK, with potential to support a few international clients.

Beyond the above, you will also be involved in several key activities that support the growth and development of the business:

• Internal Projects: Contributing to internal initiatives aimed at improving business operations. This could involve process optimisation, developing new service offerings, or implementing tools that enhance efficiency and effectiveness.
• General Business Support: Taking on various tasks that are essential for the smooth running and growth of a small business. Whether it's organising team events, refining operational processes, or stepping in to support a colleague, your contributions will be vital to the company's success.

Whats we're looking for

• 4–6 years experience in Customer Success, SaaS consulting, CX programmes or IT project management
• Strong client relationship management skills
• Ability to manage multiple projects and stakeholders simultaneously
• Analytical mindset with interest in customer insights and data
• Excellent communication and problem solving skills

Nice to have:

• Experience with customer feedback or survey platforms (e.g. Medallia, Qualtrics, etc)

Benefits Include

• Performance based bonus
• 28 days statutory paid holiday per year
• Flexible working with 1-2 days office based