Customer Success Manager - coach management platform
the Customer Success Manager you will ensure that new customers are on boarded successfully, existing customers continue to realise value, and that the platform becomes a core operational system across our UK customer base.
Client Details
My clients is a Scandinavian tech business on a mission to disrupt and modernise the coach industry with their innovative cloud based SaaS platform. Having been a market leader in Scandinavia for a number of years, the company successfully entered the UK market over a year ago and have been successfully winning market share ever since.
Description
The Customer Success Manager will have the following key responsibilities:
Implementation & System Migration
- Lead on boarding of new customers in the UK
- Drive structured implementation processes with clear milestones
- Support and guide customers in migrating from legacy systems and processes (including Distinctive Systems)
- Map existing workflows and translate them into the platform
- Ensure successful go-live with minimal operational disruption
Customer Success & Value Realisation
- Own the day-to-day customer relationship
- Support the Country Manager in strategic account development
- Ensure customers adopt the platform as their primary operational system
- Identify and deliver early value through improved workflows and processes
- Monitor progress and proactively address risks
Training & Change Management
- Train and guide users across different roles and levels of experience
- Assess and apply the most effective training methods (e-learning, online sessions, on-site training)
- Drive behavioural change and ensure customers move away from legacy processes
- Act as a trusted advisor on operational improvements
Customer Engagement & Industry Insight
- Build strong relationships with operational teams and management
- Understand customer needs and challenges in depth
- Provide feedback to product and engineering teams based on real-world usage
Internal Collaboration
- Work closely with product, engineering, and support teams in Norway
- Ensure alignment between implementation, support, and product development
- Contribute to improving client on boarding and customer success processes
- Capture and share customer insights, use cases, and success stories to support sales and marketing efforts
- Identify expansion opportunities within customer organisations and share with the Country Manager
- Build strong relationships across the customer's organisation to understand broader needs and stakeholder landscape
- Represent the company at relevant industry events and customer meetings when needed
Profile
The successful Customer Success Manager role will have the following:
Experience and Knowledge:
- Experience from the UK coach industry (current or previous), preferably from working within or alongside a coach operator
- Strong understanding of how a coach operator runs: sales, bookings, planning, and operations
- Familiarity with Distinctive Systems and how it is used in practice
- Project management, preferably within the implementation of technology
- Interest in and ability to work with technology and digital solutions
- Experience or aptitude for training users and supporting process changes
- Strong communication and relationship-building skills
- Ability to work independently and take ownership in a small UK setup
- Proficiency in English, both spoken and written
Personality:
- Wanting to be part of a scale-up
- Passion for business development and partnerships
- Structured and practical
- Strong sense of ownership and accountability
- Comfortable working closely with customers
- Good pedagogical skills and the ability to explain clearly
- Curious and interested in technology
- Solution-oriented and pragmatic
- Able to influence and drive change in customer organisations
- Positive, proactive, and collaborative
Job Offer
£55-65k base (depending on experience) + £6k car allowance
Strong benefits structure
Fully remote