Customer Service Manager Ecom ERP Saas

RecruitmentRevolution.com; Grantham; Hybrid; GBP 54,000 - 58,000; Full time

Job summary

A leading ERP SaaS provider is seeking a Customer Service Manager in Grantham. This senior, hands-on role involves leading the customer support team, managing onboarding processes, and enhancing customer satisfaction. With a salary between £54,000 - £58,000 plus bonuses, the position offers hybrid working, 25 days holiday, training budgets, and a clear path towards the Head of Customer Success role. Ideal candidates have experience in SaaS or ERP environments and a commitment to customer success.

Benefits

25 days holiday + bank holidays

Company pension with enhanced contribution

Training & development budget

Progression towards Head of Customer Success

Qualifications

• Proven leadership capabilities in customer service teams.
• Experience managing customer success in a SaaS environment.
• Ability to handle escalated and complex customer issues.

Responsibilities

• Lead, coach, and develop the customer support team.
• Own customer onboarding from go-live to adoption.
• Act as the senior escalation point for customer issues.
• Work cross-functionally to drive resolutions.
• Improve processes, documentation, and SLAs.
• Proactively drive customer success and retention.

Skills

Leadership

Customer Service

Customer Success

Experience in SaaS

Experience in ERP

Complex B2B software environments

Job description

Overview

You dont 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 isnt a function a0 a0 - its a promise. At Khaos Control, that promise has powered UK retailers for over 25 years, helping ambitious SMEs and complex, multi-channel businesses grow with confidence. Now, as we scale our award-winning ERP SaaS platform, were 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 a0 a0 0 and to make a visible, lasting impact.

The Role at a Glance

Role: Customer Service Manager
Location: Grantham, Lincolnshire Office Hybrid
Salary: £54,000 - £58,000 DOE + Bonus
Type: Full-Time Monday - Friday - Permanent

Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do
Company: Khaos Control - 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.

At Khaos Control, 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.

Role scope: As our Customer Service Manager, youll lead the team that customers rely on when it matters most. Youll shape onboarding, raise support standards, influence product decisions, and make sure customers dont just use Khaos Control, they succeed with it.

Responsibilities

• 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 were 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 Khaos Control 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

Apply note: If youre a customer-first leader who enjoys complexity, ownership, and building teams that customers genuinely trust, were love to meet you. Apply now and help us turn powerful ERP software into long-term customer success.

Application notice: We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. You may be contacted by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR