Customer Success Manager SaaS Milton Keynes

Contact Name: James Clarke
Telephone:

Customer Success Manager SaaS B2B B2C required by a leading software house in Milton Keynes to assist with the strategy and vision for customer service and success. The role involves:

1. Evaluating the problem resolution process for the product, including how teams handle requests and provide responses to customers. Ensuring appropriate processes are in place (e.g., escalation, risk management).
2. Assessing current customer support processes for access to information (documents, videos), training requests, and general help. Ensuring effective customer engagement processes are established.
3. Any exposure to Power BI and SQL is advantageous.

Minimum requirements include:

• Experience building and managing customer success teams in a B2B or B2C organization;
• Excellent understanding of customer service principles;
• Experience in building learning and development communities for customer engagement;
• Strong verbal and written communication skills.

The role requires 1 day per week in Milton Keynes and offers up to £50k plus a package.