Customer Account Manager

AssetWorks; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Flexible remote work arrangements

Generous paid time off

Medical, dental, vision coverage

Annual company bonus

401k with employer match

Tuition reimbursement

Employee stock purchase program

Career growth opportunities

Referral bonuses

Job summary

AssetWorks in London is seeking a Customer Care Manager to drive onboarding, support, and product-informed customer insights. You will lead implementation projects, deliver customer training, and work with Sales, Product and Operations to enhance adoption and retention.

Ideal candidates bring SaaS experience, strong communication, and a customer-first mindset. This role offers hybrid work arrangements and growth within a dynamic team.

Qualifications

• 2+ years in Customer Success, Implementation, Project Coordination or Customer Support within a software/SaaS environment.
• Experience supporting software implementations, onboarding or rollouts.
• Ability to gather, synthesize and communicate customer feedback to inform product roadmap discussions.
• Manage end-to-end support processes including triage of tickets and working with technical colleagues and clients.
• Strong communication and interpersonal skills for client stakeholder engagement.
• Experience delivering or supporting training, documentation or enablement materials.

Responsibilities

• Lead customer onboarding and software implementation projects from start to finish.
• Provide first-level support, triage tickets, gather information and escalate promptly.
• Deliver training sessions, resources and documentation for customers.
• Monitor customer success metrics and drive adoption improvements.
• Translate customer insights into actionable product recommendations with cross-functional teams.
• Support product roadmap planning with data-driven customer feedback.
• Collaborate with Sales, Support, Product and Operations to ensure a seamless experience.
• Maintain accurate records of interactions, project status and feedback.
• Foster strong client relationships to promote retention and satisfaction.

Skills

Customer success

Project coordination

Training delivery

Communication

Stakeholder management

Problem solving

CRM tools

APIs & integrations

Tools

Salesforce

Zendesk

Job description

• We're looking for a Customer Care Manager to join our growing team. This role is perfect for a dynamic, driven professional who's passionate about creating exceptional customer experiences and making a tangible impact across customer support, implementation, and shaping the product roadmap through customer insights
• Success in this role depends on the ability to collaborate effectively with both internal teams and client stakeholders to meet project objectives, improve operational processes, and consistently deliver exceptional value to customers
• Reports to the Commercial Director of the LBA team
• Manage and support customer onboarding and software implementation projects from start to finish
• Provide first-level support to our clients by triaging incoming support tickets, gathering necessary information, and ensuring timely escalation and resolution
• Serve as a primary point of contact for customers during implementation and ongoing usage. Deliver training sessions, resources, and documentation to ensure customers are fully enabled
• Monitor and track customer success metrics, identifying opportunities to improve satisfaction and adoption
• Gather and analyze customer feedback, feature requests, and usage trends. Collaborate with Product and internal teams to translate customer insights into actionable product recommendations
• Support product roadmap planning by providing data-driven input from customer interactions
• Work closely with Sales, Support, Product, and Operations teams to ensure a seamless customer experience
• Assist in coordinating internal resources to meet project deadlines and client expectations. Identify process improvements across implementation, support, and product engagement workflows
• Maintain accurate records of customer interactions, project status, and feedback
• Help develop internal knowledge base articles, FAQs, and best practices. Foster strong relationships with clients, promoting trust, satisfaction, and long-term retention

Benefits

• Generous Paid Time Off
• 11 Paid Holidays
• Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution
• 401k with employer match which immediately vests
• Annual Company Bonus
• Career growth and mentoring opportunities as a smaller business unit within the Volaris Group
• Tuition Reimbursement Program
• Optional Employee Stock Purchase Program with company match
• Employee rewards and recognition programs
• Pet insurance
• TicketsatWork program, discounted entertainment tickets to movies, sporting events, hotels, live performances, etc
• Referral bonuses
• Employee engagement events
• Flexible remote work arrangements

The ideal candidate brings a strong combination of project implementation experience, customer support expertise, and training capabilities, along with prior experience working within a software company.2+ years of experience in Customer Success, Implementation, Project Coordination, or Customer Support within a software/SaaS environment Proven experience supporting software implementations, onboarding, or rolloutsStrong ability to gather, synthesize, and communicate customer feedback to inform product roadmap discussionsAbility to manage end to end support process including triage of support tickets and working closely with technical colleagues and clients to resolve tickets in a timely mannerExcellent communication and interpersonal skills, with the ability to work effectively with client stakeholders at various levelsExperience delivering or supporting customer training, documentation, or enablement materialsStrong organizational and project coordination skills, with the ability to manage multiple priorities simultaneouslyExperience troubleshooting complex software issues and working closely with Engineering and Product teams to drive resolutionStrong technical aptitude with the ability to understand software architecture, system workflows, APIs, integrations, and data flowsComfortable working with CRM and customer success tools (e.g., Salesforce, Zendesk, or similar)Proven experience in customer success, project implementation or onboarding within a software/SaaS environmentCollaborative spirit and comfort working cross-functionally with Product, Support, Sales, and OperationsExperience working with APIs, integrations, databases or other technical systems is considered a strong assetFlexibility in managing your role and key requirements of the role with an ability to adapt to changing priorities and business needsA customer-first mindset and passion for creating exceptional client experiencesStrong ability to gather, synthesize and communicate customer insights to inform product decisionsHighly organized, proactive, and detail-orient