Customer Success Manager

Crowd Connected; Guildford; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

Join a leading company redefining how people interact in physical spaces as a Customer Success Manager. You'll support major events, ensuring clients maximize our platform's value through effective onboarding and ongoing relationship management. This role offers the chance to work with world-class brands in a hybrid environment while enjoying ample flexibility.

Benefits

Employer Pension Contribution of 5%

Share Options

Exclusive Discounts at local facilities

Flexible working hours and WFH options

28 days annual leave plus bank holidays

Investment in Learning & Development

Qualifications

• Proven experience in customer success or project management.
• Strong organizational skills and attention to detail.
• Comfortable working in a fast-paced environment.

Responsibilities

• Manage deployment post-sale and ensure client success.
• Onboard new customers and provide training.
• Serve as the main contact through the customer lifecycle.

Skills

Communication

Relationship Building

Project Management

Problem Solver

Technical Understanding

Education

Experience in SaaS deployment or customer success

Job description

Direct message the job poster from Crowd Connected

Location: Hybrid (Guildford, 3 days per week in the office)

About us:

At Crowd Connected, we’re redefining how people move and interact in physical spaces—whether that’s at a packed music festival, inside a smart building, or across a university campus. Our location-based technology provides real-time tracking and insights that help businesses operate smarter and deliver better, more connected experiences.

Our customers span the globe and include world-renowned events, stadiums, universities, and enterprise campuses. Our solutions combine powerful indoor positioning and attendee tracking with robust analytics, helping our clients make data-informed decisions at scale.

As a scale-up with big plans for growth, we’re focused on building long-term, trusted relationships with our customers—and that’s where you come in.

The role:

We’re looking for a hands-on, driven Customer Success Manager to join our commercial team, with a particular focus on the events sector. This role is a mix of project management, customer onboarding, live event support, and ongoing relationship management.

Reporting to our Commercial Director, you’ll be the main point of contact for our clients post-sale, ensuring they’re set up for success and able to realise the full value of our platform. You’ll help configure deployments, guide customers through the onboarding process, and support them through live events— often outside of typical office hours.

This is an opportunity to work directly with some of the most exciting event brands in the world, contribute to high-impact projects, and shape how we deliver customer success as we scale.

Requirements

• Plan and manage the deployment of our solutions post-sale, ensuring expectations are aligned from the start.
• Configure our platform to meet the needs of each event and customer.
• Onboard new customers, provide training, and support adoption of our technology.
• Serve as the primary point of contact during delivery and throughout the customer lifecycle.
• Provide proactive support and troubleshoot issues—including during live events (occasional evenings/weekends as needed).
• Build strong, trust-based relationships with customers, deeply understanding their needs and use cases.
• Capture structured customer feedback post-deployment to inform product improvements and future deployments.
• Guide renewal discussions and identify opportunities to grow accounts across customer portfolios.
• Help identify customer advocates for testimonials, case studies, and referrals.
• Maintain project documentation, reconcile expenses, and support internal delivery reporting.

Ideally you’ll have:

• Proven experience in customer success, client-facing project management, or SaaS deployment—especially in fast-paced, time-sensitive environments.
• Outstanding communication and relationship-building skills with both technical and non-technical stakeholders.
• Strong organisational skills and attention to detail; able to juggle multiple projects across different time zones.
• Comfortable working with mobile apps, digital dashboards, and analytics tools.
• A proactive problem-solver who stays calm under pressure and enjoys helping customers get results.
• Willingness to travel and work flexible hours during live event periods.

Employer Pension Contribution: 5% as standard, above the required minimum.

Share Options: Available through a discretionary scheme.

Exclusive Discounts: Including great discounted membership at Surrey Sports Park and other neighbouring facilities.

Work-Life Flexibility: Enjoy WFH options and flexible working hours.

Generous Holiday: 28 days annual leave plus bank holidays.

Learning & Development: Investment in your growth and development.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Information Technology

• Industries

  Consumer Services

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