Customer Success Implementation Manager

Recommend Recruitment Ltd; Greater London; On-site; GBP 50,000 - 80,000; Full time

Job summary

Recommend Recruitment Ltd is partnering with a fast-growing international SaaS business to hire a Customer Success Implementation Manager in London. The role combines onboarding, implementation, adoption and ongoing success for public-sector clients.

You will manage multiple customer implementations, tailor the platform, train users and work with Sales to ensure delivery meets expectations, while driving data-driven outcomes and value realization for government and wider public-sector customers.

Qualifications

• 5+ years in Customer Success, SaaS implementation, onboarding or delivery.
• Strong knowledge of local government/public safety domains and stakeholders.
• Experience managing multiple customer implementations or complex projects.
• Ability to configure, demonstrate and train customers on multi‑module SaaS platforms.
• Excellent communication, presentation and project management skills.

Responsibilities

• Manage multiple customer implementations from kickoff to successful launch.
• Configure and tailor a multi-module SaaS platform for each customer.
• Deliver platform training, workshops and ongoing enablement.
• Collaborate with Sales to align delivery with customer expectations.
• Support customers with ongoing digital engagement and data projects.
• Help customers translate platform data into actionable insights.
• Monitor product adoption, engagement and account health.
• Identify risks, additional use cases and expansion opportunities.
• Build trusted relationships with senior government and public-sector stakeholders.
• Coordinate internal teams to ensure on-time project delivery and measurable value.

Skills

Customer Success

SaaS Implementation

Onboarding

Project Management

Stakeholder Management

Data Analytics

Public Sector

Communication

Tools

Gainsight

Planhat

Monday.com

Job description

We’re partnering with a fast-growing international SaaS business that provides AI-powered technology to government and public-sector organisations. The company helps public-sector teams better understand the communities they serve, analyse large volumes of data and feedback, and make more informed decisions. Following continued growth across the UK and international markets, they are expanding their London-based team and looking for an experienced Customer Success Implementation Manager to take ownership of customer onboarding, implementation, adoption and ongoing success. This is a hands‑on role combining Customer Success, implementation, project management and data‑driven consulting.

Tasks

• Managing multiple customer implementations from kick‑off through to successful launch.
• Configuring and tailoring a multi-module SaaS platform around individual customer requirements and use cases.
• Delivering platform training, workshops and ongoing customer enablement.
• Working closely with Sales to ensure customer expectations and proposed solutions can be successfully delivered.
• Supporting customers with ongoing digital engagement, research, survey and data projects.
• Helping customers interpret platform data and translate insights into practical actions.
• Monitoring product adoption, engagement and overall account health.
• Identifying potential customer risks, additional use cases and expansion opportunities.
• Building trusted relationships with senior stakeholders across government and wider public‑sector organisations.
• Coordinating internal teams to ensure projects are delivered effectively and customers achieve measurable value.

Profile

• 5+ years of experience in Customer Success, SaaS implementation, onboarding, professional services or customer delivery.
• Local government and/or public safety domain knowledge is essential. You understand how government organisations operate, their key stakeholders, workflows, challenges and priorities, and can engage credibly with public‑sector customers.
• Proven experience managing multiple customer implementations or complex projects simultaneously.
• Ability to configure, demonstrate and train customers on technical, multi-module SaaS platforms.
• Strong stakeholder‑management skills, including experience engaging with senior decision‑makers.
• Confidence working with data, analytics, dashboards and customer insights.
• Excellent communication, presentation and project‑management skills.
• Exposure to AI, data analytics, citizen engagement or research platforms.
• Familiarity with Customer Success and project‑management tools such as Gainsight, Planhat or Monday.com.