Own the customer lifecycle end-to-end independently, serving as a single point of contact for the customer.
Lead solution design, configuration, onboarding, adoption, and ongoing success to accelerate time-to-value and drive long-term customer outcomes.
Act as a technical escalation partner and subject-matter advisor, collaborating with Product and Engineering on fixes and improvements.
Translate product usage into business outcomes, lead strategic customer conversations (QBRs), and maintain customer health to support retention and expansion.
Triage and resolve customer issues to minimize downtime and meet SLAs, providing in-timezone coverage to support the global support team.

Experience in a US-based early-stage B2B SaaS environment is essential.
At least 5 years’ experience in customer success, professional services, solutions consulting or a related customer-facing technical role at a cloud/SaaS company, with evidence of managing larger customer relationships.
Willingness to work flexible hours (including late/evening overlap) to collaborate with US teams is essential.
Comfortable operating autonomously and in ambiguity, with a strong sense of ownership and cross-functional collaboration.
Legally authorized to work in the UK
Bachelor’s degree required

Customer Experience Manager

Key skills