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