Customer Success & Implementation Leader

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

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.