Customer Service Manager eCom ERP SaaS

RECRUITMENTREVOLUTION.COM; East Midlands; Hybrid; GBP 54,000 - 58,000; Full time

Job summary

An award-winning ERP SaaS provider in the East Midlands seeks a Customer Service Manager to lead the customer support team and enhance customer experience. This role focuses on ownership, leadership, and delivering high customer satisfaction. The successful candidate will handle complex issues, drive onboarding, and work cross-functionally with product and tech teams. A competitive salary of £54,000 – £58,000 plus bonuses and generous benefits are offered in a hybrid working environment.

Benefits

Up to 10% annual bonus

25 days holiday + bank holidays

Enhanced company pension

Training & development budget

Progression path toward Head of Customer Success

Qualifications

• Experience leading customer-facing teams in a SaaS or ERP environment.
• Strong sense of ownership and accountability in customer service.
• Proficient in handling escalations and complex issues.

Responsibilities

• Lead, coach, and develop the customer support team.
• Own customer onboarding and adoption processes.
• Act as the escalation point for complex customer issues.
• Work with cross-functional teams to drive resolutions.

Skills

Leadership

Customer Service

Customer Success

SaaS Experience

ERP Knowledge

Job description

You don’t just want to manage support, you want to own the customer experience end-to-end.

If turning complex problems into loyal, long-term customers is your thing, this role was built for you.

When ERP software sits at the heart of a business, customer service isn’t a function – it’s a promise.

That promise has powered UK retailers for over 25 years, helping ambitious SMEs and complex, multi‑channel businesses grow with confidence.

Now, as we continue to scale our award‑winning ERP SaaS platform, we’re looking for a Customer Service Manager who thrives on ownership, leadership, and delivering reassurance when it matters most.

This is a senior, hands‑on role for a customer‑focused leader ready to shape how support, onboarding, and long‑term success work across a growing SaaS business – and to make a visible, lasting impact.

The Role at a Glance:

Customer Service Manager • Grantham, Lincolnshire Office – Hybrid • £54,000 – £58,000 DOE + Bonus • Full‑Time Monday‑Friday – Permanent

Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do • Company: Award‑Winning ERP SaaS provider powering SME retail

Your Background / Skills:

Leadership. Customer Service. Customer Success. Experience in SaaS, ERP, or complex B2B software environments.

Our software has been running the operational backbone of hundreds of UK businesses for over 25 years, from fast‑growing SMEs to complex, multi‑channel retailers.

Inventory, orders, warehousing, accounting, CRM, integrations – when things go well, our customers scale with confidence. When things go wrong, they need someone who takes ownership, cuts through complexity, and makes them feel supported.

That’s where you come in.

You Will:

• Lead, coach, and develop our customer support team
• Own customer onboarding alongside Professional Services; from go‑live to real adoption
• Act as the senior escalation point for complex customer issues
• Work cross‑functionally with Product, Tech, and Sales to drive proper resolutions
• Improve processes, documentation, SLAs, and reporting as we scale
• Proactively drive customer success, adoption, and retention

What we’re looking for:

• An experienced customer service or customer success leader
• Customer‑first, with a strong sense of ownership and accountability
• Confident handling escalations and complex customer issues
• Experienced leading and developing customer‑facing teams
• Comfortable working cross‑functionally with Product, Tech, and Sales
• Focused on onboarding, adoption, and long‑term customer success
• Calm under pressure and trusted by customers when it matters most
• Background in SaaS, ERP, or complex B2B software environments preferred

What success looks like:

• Consistently high CSAT / NPS
• Faster onboarding and time‑to‑value for new customers
• Lower churn and stronger long‑term retention
• A confident, high‑performing support team
• Customers who actively recommend us because of the service they receive

What’s on Offer:

• £54,000 – £58,000 base salary, depending on experience
• Up to 10% annual bonus linked to customer satisfaction, retention, and team performance
• Hybrid working with flexibility built in
• 25 days holiday + bank holidays
• Company pension with enhanced employer contribution
• Training & development budget (leadership, customer success, systems)
• Progression path toward Head of Customer Success as the company grows
• Direct access to leadership reporting to the Managing Director
• The chance to shape how customer success works in an established and ambitious ERP business

If you’re a customer‑first leader who enjoys complexity, ownership, and building teams that customers genuinely trust, we’d love to meet you.

Apply now and help us turn powerful ERP software into long‑term customer success.