Customer Success Manager

Huge; United Kingdom; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A design and technology company is seeking an experienced operations manager to manage client communications and oversee the support team. The role involves handling support tickets, leading client onboarding, and providing recommendations for future needs. Candidates should have experience in client-facing roles and knowledge of digital platforms like Adobe, Salesforce, and Drupal. Strong communication skills and an understanding of agile processes are essential. This hybrid position is based in London, UK.

Benefits

Inclusive work environment

Diversity in the workforce

Qualifications

• Experience in client-facing roles such as Customer Success Manager or Account Manager.
• Experience with digital platforms including Adobe, Salesforce, and Drupal.
• Familiarity with agile methodologies.

Responsibilities

• Manage daily client communications via email and virtual meetings.
• Oversee support ticket lifecycle from submission to completion.
• Create and deliver weekly status reports.
• Lead client kickoff workshops and onboarding sessions.

Skills

Strong communication skills

Analytical mind

Problem solving

Organization skills

Agile development understanding

Tools

Adobe Experience Cloud

Salesforce

Drupal

Job description

Location

This position is Hybrid within London, UK.

Our managed service practice is a virtual operations team that provides end-to-end support for our clients so that they can achieve their business outcomes 24/7. Our support capabilities span the Adobe, Salesforce, and Drupal platforms from technical development perspectives as well as integrated marketing.

Our team make-up is diverse including customer success managers, technical leads, developers, analysts across business, technology and testing as well as integrated marketing specialists. Our team members work across multiple client projects at once requiring them to have strong organization and communication skills. Every problem that comes our way is unique, requiring our team members to have an analytical mind, a passion for problem solving, and a willingness to jump in to support fellow team members.

What you\'ll be doing

• Manage daily client communications via email and virtual meetings
• Manage day-to-day operations of the support team including:
• Overseeing support ticket lifecycle from client submission to completion
• Prioritization of tickets assigned to delivery team members
• Management of release calendar per client account
• Led monthly backlog grooming sessions to confirm scope/priority per client account
• Oversee the on-call schedule
• Manage all communications during Severity 1 and 2 after hours support situations
• Monitor monthly hours burned per client account including:
• Flagging when support team is nearing monthly hour max
• Track client approval for overage hour spend
• Create and deliver weekly status reports
• Contribute to contract renewal process including drafting initial document, management of key dates, and understanding of scope of required client support
• Understand client business goals, objectives, challenges, and unmet support needs to provide sound recommendations on cross-sell and upsell opportunities
• Lead client kickoff workshops and new client onboarding sessions
• Serve as first point of escalation for all client issues
• Strong communication skills, both written and verbal required
• Ability to manage multiple workstreams in parallel required
• Strong understanding of agile development process, preferred

What we\'d like to see

• Experience in a client-facing role such as Customer Success Manager, Account Manager, Project Manager, or Operations Manager
• Experience supporting or working with digital platforms such as Adobe Experience Cloud, Salesforce, or Drupal
• A background in digital marketing, web development, or technical support environments
• Familiarity with agile methodologies and working in cross-functional teams
• Proven ability to manage multiple workstreams and client accounts simultaneously
• Strong communication and presentation skills—both written and verbal
• Comfortable working in a fast-paced, collaborative, and occasionally ambiguous environment
• A proactive, solution-oriented mindset with a passion for helping clients succeed

About Huge

Huge is a design and technology company. We create products and experiences that grow the world’s most ambitious brands. We do this by designing experiences for people, not users, and uncovering new sources of growth by leveraging our creative talent, our proprietary platform LIVE and unlocking the advantages brought to us by emerging technologies. We believe all experiences should be intelligent, shoppable and unique to every brand.

Huge’s nearly 1,000 thinkers, tinkerers, makers and creators, have been problem-solving across North America, Europe, and Latin America for over 25 years. Interested? You’ll find more information at www.hugeinc.com.

Huge is committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of innovators, we firmly believe that our work is at its best when everyone feels free to be their most authentic self.

Huge is an equal opportunity employer (EOE). We strongly support diversity in the workforce. We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise us of any accommodation needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.

Workers shall not be required to pay employers’ or agents’ recruitment fees or other related fees for their employment. If any such fees are found to have been paid by workers, such fees shall be repaid to the worker.

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