Customer Experience Manager

Experis UK; City of Edinburgh; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading recruitment agency in Scotland is looking for a Customer Experience Manager to enhance customer engagement and satisfaction. Responsibilities include leading onboarding processes, driving up-sell opportunities, and managing a support team. Ideal candidates will have 3–5 years expertise in account management, strong communication skills, and a proven track record in customer retention. This impactful role offers a chance to shape customer success in a dynamic environment.

Qualifications

• 3–5 years' experience in customer account or success management.
• Ability to understand technical solutions and communicate them clearly.
• Proven experience driving customer retention and commercial outcomes.
• Experience leading and developing teams.

Responsibilities

• Lead on-boarding, training, and customer engagement processes.
• Act as a trusted advisor for customer goals.
• Identify and drive up-sell and cross-sell opportunities.
• Manage and develop a small customer-facing support team.

Skills

Customer retention

Technical solutions understanding

Interpersonal skills

Problem-solving

Team leadership

Tools

Salesforce

HubSpot

Job description

Are you passionate about delivering exceptional customer experiences and driving long-term growth?

Experis are recruiting for a Customer Experience Manager to lead customer engagement, satisfaction, and retention efforts. This is a key role that will shape the post-sales customer journey—ensuring users gain the maximum value from our software solutions while identifying opportunities for account growth.

About the Role

You’ll serve as the main point of contact for customers after the sale, working to ensure a smooth onboarding process, proactive account management, and long-term customer success. You'll also support pre-sales activities and provide continuity across the full customer life-cycle. This role blends technical understanding, relationship management, and commercial strategy.

Key Responsibilities

• Lead on-boarding, training, and customer engagement processes
• Build and maintain long-term relationships with key stakeholders
• Act as a trusted advisor, ensuring customer goals are met and exceeded
• Identify and drive up-sell, cross-sell, and renewal opportunities
• Coordinate with internal product and support teams to resolve customer challenges
• Manage and develop a small customer-facing support team
• Monitor key success metrics and maintain accurate CRM records

What We’re Looking For

Essential

• 3–5 years' experience in customer account or success management
• Ability to understand technical solutions and communicate them clearly
• Proven experience driving customer retention and commercial outcomes
• Strong interpersonal and problem-solving skills
• Experience leading and developing teams
• Organised, self-motivated, and able to manage multiple customer accounts

Desirable

• Experience in a technology, software, or SaaS business
• Familiarity with cloud-based platforms and CRM tools (e.g. Salesforce, HubSpot)
• Ability to conduct product demos and user training
• Understanding of APIs or integration workflows is a plus

Why Join?

This is a high-impact role in a growing company where you’ll directly influence customer success and business growth. If you’re looking to make a measurable difference in a forward-thinking environment, we want to hear from you.

To apply: Please submit your CV and a brief cover letter outlining your relevant experience and interest in the role.