Customer Service Manager

Job Title: Customer Services Manager

Location: Stafford, primarily office-based

Salary: £70,000 DOE

About the role

We’re working with a growing SaaS business based in Stafford that is looking for an experienced Customer Services Manager to take ownership of its wider customer-facing function.

This is a great opportunity for someone who enjoys building, improving and scaling customer operations, rather than simply managing an established process.

You'll lead multiple customer-facing functions including Customer Support, Customer Success, Implementation, Training and Go-To-Market, working across a team of around 15 people and providing leadership to existing team leads and managers.

The business has grown significantly, and many of its customer processes have developed organically. Your role will be to bring greater structure, consistency and accountability across the function while ensuring customers continue to receive an excellent experience.

You'll also play an important role in connecting the customer function with the wider business, working closely with Product, Development and senior leadership to ensure customer feedback is captured, understood and translated into meaningful product and service improvements.

What you'll be doing

• Lead and develop the wider customer-facing function across Support, Success, Implementation, Training and Go-To-Market.
• Manage and develop existing team leads and managers, helping them get the best from their teams.
• Review existing processes and introduce greater structure, consistency and accountability.
• Establish and manage relevant KPIs, SLAs and service standards.
• Improve the customer journey across onboarding, implementation, training and ongoing support.
• Monitor customer satisfaction, engagement, adoption and retention.
• Act as a senior escalation point for complex customer issues.
• Develop strong relationships with customers and understand their operational challenges.
• Act as the voice of the customer within the business.
• Work closely with Product and Development to ensure customer feedback and recurring issues influence product improvements.
• Identify opportunities to improve efficiency through better processes, systems and automation.
• Help build a scalable customer operation capable of supporting the company's continued growth.

We're ideally looking for someone with:

• Significant experience leading Customer Service, Customer Success, Customer Operations or Support functions.
• Experience managing managers or team leads.
• Previous experience within a SaaS or software business.
• Experience leading multiple customer-facing teams or functions.
• A track record of improving processes and bringing structure to growing organisations.
• Strong experience with KPIs, SLAs and customer performance metrics.
• Excellent communication and stakeholder management skills.
• Experience working closely with Product, Development and senior leadership.
• A strong customer-focused and commercially aware approach.
• The ability to lead change, challenge existing processes and bring people with you.

Why this role?

This isn't simply a role where you'll inherit an established customer operation.

You'll have the opportunity to shape how the function operates, develop the existing leadership team, introduce new processes and build a more scalable customer operation as the business grows.

If you've worked in a growing SaaS environment and enjoy taking a customer function to the next level of maturity, this could be a really interesting opportunity.