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Open nowPosted 95 days ago

Customer Success & Support Manager

Flatrock40 open roles

Where
Remote UK
Work mode
Remote
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Your applicationOpen nowCustomer Success & Support ManagerFlatrock · Remote UK

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Flatrock's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.2%30 days
This job: posted 95 days ago

The posting

Main responsibilities

Customer Relationship & Journey Ownership

• Act as the primary operational point of contact for customers post-sales handover

• Build strong, trusted relationships with client stakeholders and guide them through implementation and onboarding

• Navigate customers through their experience lifecycle, ensuring smooth adoption and engagement

• Become a trusted advisor who translates business needs into effective implementation outcomes

• Manage and strengthen relationships to support retention, satisfaction, and long-term success

Implementation Coordination & Delivery Oversight

• Coordinate HRIS and Payroll implementation consultants and track delivery milestones

• Manage the handover from Sales into Implementation, ensuring clarity on scope, timelines, and expectations

• Oversee implementation governance including status tracking, risk identification, issue resolution, and reporting

• Ensure alignment across internal teams including Implementation, Payroll, Product, Engineering, and Customer Success

• Support implementation readiness and ensure customers provide required inputs for successful go-live

Customer Enablement & Adoption

• Train customers on HRIS and payroll processes and platform usage

• Drive product adoption with a focus on long-term customer value and success

• Lead customer interactions with a growth and value-realisation mindset

• Support go-live and early lifecycle stabilisation

• Act as a problem solver, helping customers overcome operational challenges

Data, Insights & Problem Solving

• Use data to assess customer health, identify risks, and surface opportunities

• Synthesize insights into clear, actionable recommendations for stakeholders

• Support decision-making by identifying trends, risks, and opportunities across accounts

Cross-Functional Collaboration & Growth Enablement

• Collaborate closely with Account Executives, Customer Success Managers, Onboarding Managers, Product, and Support teams

• Act as the voice of the customer, sharing structured feedback with Revenue and Product teams

• Identify expansion opportunities and refer appropriately to Sales teams

• Contribute to improving customer journey processes, playbooks, and delivery standards

• Maintain the day-to-day operational relationship with the client’s Partner Management team, ensuring strong alignment, communication, and collaboration across all delivery workstreams

Requirements

• 1–3+ years of experience in Customer Success, Operations, Support, Consulting, Implementation, or similar customer-facing roles

• Experience in fast-growth startups, payroll/HR tech/SaaS, consulting, or similarly complex environments

• Strong stakeholder management and coordination skills across multiple parties

• Ability to manage competing priorities in fast-paced environments

• Strong analytical mindset with ability to translate data into insights

• Excellent communication skills with senior stakeholders

• Highly collaborative, proactive, and execution-oriented

• Comfortable working in ambiguous environments

• Strong track record of achievement and progression

• Fully proficient in English

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    The review screen in CV Rocket: how each CV was read, round by round.

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    An application in CV Rocket: every answer filled in on the employer's form.

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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