Customer Success Manager

Job Title: Customer Success Manager

Salary: £55,000 - £65,000 per annum depending on experience

Contract: Full-Time

Location: Warwick, UK, hybrid 1-2 days in office

About the Role:

Nicholas Associates has an excellent opportunity for a Customer Success Manager to join an innovative & award-winning tech client.

We're looking for a strategic and customer-focused leader to join our client's management team. This new role will take ownership of the full customer journey - from onboarding and support, to training and long-term success - helping to improve how customers learn, adapt, and get real value from our client's product.

You'll lead the Customer Service Manager and Product Training Manager, supporting both pre and post-sale experiences. Your goal is to build scalable processes, develop the customer education approach, and ensure that customer insights are driving continuous improvement across the business.

This is a hands-on leadership role with influence across product, engineering, marketing, and commercial - and a great fit for someone who enjoys working cross-functionally to solve customer problems and scale customer impact.

Key Responsibilities:

Team Leadership

• Lead and support the Customer Service and Product Training Managers
• Foster a strong team culture with clear goals, collaboration, and accountability
• Champion professional development and operational excellence
• Ensure world-class customer support by enabling the team with tools and training to improve response workflows and to maximise service effectiveness.

Customer Journey & Enablement

• Optimise the customer journey, reducing friction across product onboarding, training, and post-sale support
• Oversee the creation and development of educational resources (video tutorials, user manuals, online and in-person training) that empower users to get the most from our client's product
• Prioritise content development for all user levels (beginner to advanced), ensuring alignment with customer needs and use cases.

Customer Voice & Insights

• Use customer feedback (e.g. NPS survey feedback, support tickets, product reviews and call recordings) to identify pain points and opportunities to improve training content, onboarding sequences and customer satisfaction
• Represent the customer across internal teams (Product, Marketing & Video Production) by sharing their feedback to help shape product development decisions and marketing strategy.

Continuous Improvement & Strategic Impact

• Identify and address recurring customer issues through long-term and scalable solutions
• Collaborate cross-functionally to drive process improvements that enhance customer outcomes.

Metrics & Reporting

• Own NPS strategy and reporting, leveraging data to inform priorities, measure success and to demonstrate impact
• Monitor CSAT survey responses and resolution time metrics
• Use data to inform priorities and track the success of CX initiatives.

What we are looking for:

• Experience leading customer experience, customer success, or operations teams in a technology or product-led environment
• Strong team leadership and stakeholder management skills
• Customer-first mindset with a bias for action and improvement
• Analytical and data-informed approach to decision-making
• Experience working cross-functionally with product, engineering, and marketing
• Bonus: exposure to Agile, Lean, or continuous improvement methodologies.

Why Join Us?

• Work in a fast-growing, innovative tech company making a global impact
• Hybrid working arrangements (2 days/week in our Warwick office)
• Close collaboration with senior leadership
• Comprehensive benefits package including:
• 25 days annual holiday + 8 public bank holidays
• Pension plan
• Health insurance
• Healthcare cash plan
• 24/7 Employee Assistance Programme (EAP)
• Company share scheme
• Discount schemes
• Free on-site car parking
• Monthly team lunches
• A supportive and collaborative culture with opportunities to develop and grow.

About Us

We are dedicated to fostering a diverse and inclusive community. In line with our Diversity and Inclusion policy, we welcome applications from all qualified individuals, regardless of age, gender, ethnicity, sexual orientation, or disability. As a Disability Confident Employer, and part of the Nicholas Associates Group, we are committed to supporting candidates with disabilities, and we're happy to discuss flexible working options.

We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Nicholas Associates Group of companies Privacy Notice.