Customer Onboarding & Support Specialist

Stora; Belfast; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading self-storage software company is seeking a Customer Success Manager to support EU markets from their Belfast office. You will onboard new customers and ensure smooth transitions while providing exceptional support. Ideal candidates have great communication skills and a customer-focused mindset. Benefits include a competitive salary, hybrid working, and private health insurance.

Benefits

Competitive salary

Share options

Hybrid working (2 days in office, 3 days WFH)

35 days holiday

Private health insurance

Company Pension plan

Apple hardware

Qualifications

• Excellent written and verbal communication skills in English, additional languages are a plus.
• Experience in a customer-facing SaaS role preferred.

Responsibilities

• Guide new customers through onboarding and ensure a smooth setup.
• Respond to support tickets with clarity and empathy.
• Provide real-time phone support for priority customers.

Skills

Communication skills (English)

Technical curiosity

Organisational skills

Collaboration

Empathy

Job description

Stora is a self storage software platform at the forefront of a technology‑led revolution in the industry. We empower self storage operators to seamlessly manage their businesses, automate processes, and drive revenue growth. In just over 4 years, we’ve helped hundreds of operators around the world process tens of millions in automated payments. Known as innovators in our space, we’re a fast‑growing team focused on making self storage better for everyone.

To support that growth, we’re hiring a Customer Success Manager focused on EU markets—such as France, Spain, Germany, or Italy. You’ll help onboard and support operators across your markets, acting as a trusted guide to help them succeed with Stora.

What you’ll do

• Guide new customers through onboarding, ensuring setup, data import, and configuration are smooth and successful.

• Respond to inbound support tickets with clarity, accuracy, and empathy.

• Provide real‑time phone support and troubleshooting for priority customers, maintaining a professional and friendly tone.

• Work closely with Sales and Customer Success to ensure a seamless handover from new sale to fully onboarded account.

• Keep onboarding milestones and support tickets updated.

• Identify common customer issues or feature requests, and share insights with the product and success teams.

• Contribute to help articles, videos, and templates to make onboarding and support more efficient.

• Advocate for customers and their needs internally and help improve processes that make their experience better.

• This role is a hybrid role with 2 days per week based in our Belfast, N.Ireland office.

What we’re looking for

• Experience in a customer‑facing SaaS role onboarding, support, or customer success is helpful but not required.

• Excellent written and verbal communication skills in English (additional European language a strong plus).

• Strong technical curiosity comfortable learning new software and troubleshooting basic setup or integration issues.

• Empathy, patience, and professionalism; especially when handling customers under pressure.

• Confident on support calls and able to translate technical steps into simple explanations.

• Highly organised and able to manage multiple onboardings and tickets in parallel.

• Collaborative mindset, working across Support, Sales, and Customer Success.

• Ability to spot patterns, propose improvements, and take ownership of outcomes.

What we offer

• Competitive salary

• Share options

• Hybrid working (2 days in office and 3 days WFH per week)

• 35 days holiday

• Private health insurance (for you + family)

• Company Pension plan

• Apple hardware

Next steps

We’re reviewing applications as they come in and will be in touch quickly if it looks like a match.

Equal Opportunities at Stora

Stora is proud to be an equal opportunities employer. We are committed to creating a diverse and inclusive workplace where everyone is treated with dignity and respect, and where individual differences are valued.

We welcome applications from all suitably qualified candidates regardless of age, disability, gender, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religious belief or political opinion, or sexual orientation.

All recruitment and employment decisions are made on the basis of merit, competence, and business need. We actively promote equality of opportunity and fair participation in line with our responsibilities under Northern Ireland equality legislation.

If you require any reasonable adjustments during the recruitment process, please let us know.