Customer Success Manager

Customer Success Manager - Technology & Operations

Location: London - Office-Based

Hours: Full-Time

We are delighted to be partnering with our fantastic client to lead the search for a Customer Success Manager - an exciting opportunity to join a growing technology-led business and play a key role in its continued success and expansion.

Are you a confident, hands-on professional with technology and management experience, who enjoys working in a fast-paced start-up environment, building client relationships, delivering product demonstrations and helping to promote and grow a business?

We are supporting a growing technology-led logistics business with the appointment of a Customer Success Manager.

The business provides technology-driven solutions supporting driver onboarding, compliance, payroll coordination and operational processes for delivery service partners and logistics providers.

This is a varied, hands-on position combining customer success, operational management, technology implementation, client relationship management and business development. You will work closely with the Business Development Manager and wider internal teams to ensure excellent customer service, effective operational delivery and continuous improvement.

The successful candidate will be commercially minded, highly organised and comfortable working in a dynamic, evolving environment where initiative, adaptability and a proactive approach are essential.

Key Responsibilities

Customer Success & Account Management

Act as a key point of contact for clients, onsite managers (OSMs), delivery drivers and operational stakeholders, building strong relationships and providing a responsive, professional and customer-focused service.

Manage customer queries relating to onboarding, operational processes, compliance and payroll, monitoring progress to ensure required documentation and training are completed.

Identify opportunities to improve customer satisfaction, service delivery and client retention, proactively developing existing relationships and expanding the services provided.

Prepare client reports, service reviews, performance summaries and onboarding materials.

Technology & Operational Management

Support the effective implementation and use of technology platforms, systems and operational tools, coordinating client onboarding, system integrations, platform changes and operational transitions.

Develop, document and maintain Standard Operating Procedures (SOPs), process flows and operational guidance, identifying inefficiencies and implementing practical improvements.

Work closely with internal departments, including Compliance and Payroll, to ensure operational requirements and deadlines are met, maintaining accurate client, driver and account information across CRM and operational systems.

Take ownership of operational issues, coordinating with relevant stakeholders to ensure timely resolution.

Onsite Depot Visits & Field Support

Conduct regular visits to client depots and partner locations to support onboarding, compliance and operational performance, building relationships with depot management, recruiters, onsite managers and drivers.

Assist with driver onboarding, document verification, ID checks and training guidance, identifying and resolving operational challenges, including documentation, system access and onboarding issues.

Review depot workflows, gather feedback, recommend improvements to the customer experience, produce visit reports and agree follow-up actions with the Business Development Manager to strengthen client relationships and identify additional services.

Business Development & Commercial Support

Support the Business Development Manager with client research, proposals, presentations, onsite demonstrations to clients and performance reporting.

Research target markets, particularly logistics, delivery and transport, to identify prospective clients and growth opportunities, assisting with lead generation, client outreach, lead qualification and follow-up communications.

Coordinate client meetings, demonstrations, onboarding materials and account reviews, maintaining CRM records and supporting the management of the sales pipeline.

Identify opportunities for upselling and cross-selling, reviewing client retention and sales data to support business development and growth strategies.

Exhibitions & Events

Represent the business at trade exhibitions, roadshows and industry events, coordinating event logistics, promotional materials and marketing collateral.

Capture new leads and support post-event follow-up activities.

Assist with the planning and delivery of client and partner events.

Skills & Experience Required

Customer Success & Relationship Management: Proven experience in customer success, account management, client services or a similar customer-facing role.

Technology Experience: Previous experience working within a technology-led business, SaaS environment, software business or a role involving digital platforms and systems.

Start-Up & Growth Experience: Experience working within a start-up, scale-up or rapidly growing business, with the ability to adapt to changing priorities and evolving processes.

Management Experience: Previous managerial, supervisory or team leadership experience, with the ability to take ownership, coordinate activities and drive operational performance.