Manager Customer Success

Vialto UK & Ireland; Greater London; On-site; GBP 60,000 - 85,000; Full time

Job summary

Vialto UK & Ireland is seeking a proactive Client Success / Adoption Programme professional to lead onboarding for VIASignal clients and drive adoption across global teams. The role focuses on coordinating client setup, activating users, and managing risks to go-live.

You will develop training materials, share best practices, and produce insights from usage data. Collaboration with Product, Technology, and regional teams is essential.

Qualifications

• Experience in business stakeholder management, change management, project management or customer adoption roles.
• Strong stakeholder management and communication skills.
• Experience coordinating technology or business transformation initiatives.
• Ability to analyse data, identify trends and produce actionable insights.
• Strong organisational and programme coordination capabilities.
• Experience developing training materials and facilitating workshops.

Responsibilities

• Manage end-to-end onboarding for VIASignal clients.
• Coordinate client setup, access provisioning and user administration.
• Drive adoption of VIASignal across client teams and track metrics.
• Develop communications plans and engagement activities.
• Coordinate global superuser community and deliver demos to stakeholders.
• Provide project management support, maintain RAID logs and trackers.

Skills

Stakeholder management

Change management

Project management

Data analysis

Organisational skills

Training materials

Workshop facilitation

Tools

Power BI

Excel

Microsoft 365

Adoption analytics

Job description

Join the leader in global work. Vialto helps leading organizations identify, develop, and execute their workforce priorities with confidence. Our practice areas include global tax, immigration, rewards, advisory and Vialto private and our team is the gold standard in navigating the complexities of cross-border compliance, and workforce strategies. We look for people our clients and assignees can count on to thoughtfully deliver clear solutions to complex problems.

To be the best in the business, we cultivate a dynamic, highly collaborative culture that fuels the growth of our people. We invite you to inquire boldly, learn deeply, and grow endlessly with us. You’ll work alongside recognized experts, shaping people-first, technology-driven solutions that drive the future of work. We help our clients achieve their goals and imagine new possibilities. And we can do the same for you. Whatever your aspirations, Vialto can help you find your way.

Key Responsibilities

Client Team Rollout & Onboarding

• Manage the end-to-end onboarding process for new VIASignal clients.
• Coordinate client setup requirements, access provisioning, user administration and activation.
• Partner with client teams, GRPs and regional stakeholders to ensure readiness for go-live.
• Track onboarding progress and proactively manage risks, dependencies and blockers.

Adoption & Change Management

• Drive adoption of VIASignal across participating client teams.
• Develop and execute communications and engagement plans.
• Monitor user adoption metrics and identify opportunities to improve utilisation.
• Establish and manage adoption reporting and success measures.
• Gather user feedback and coordinate enhancement requests with the project team.

Superuser & Stakeholder Engagement

• Coordinate and support the global superuser community.
• Deliver demos to stakeholders across the business.
• Create user guidance, playbooks, demo videos, and evolving training materials
• Share best practices and promote consistent use of VIASignal across regions.

Reporting & Data Analysis

• Track adoption, activation and engagement metrics.
• Produce regular reporting and insights for project leadership and senior stakeholders.
• Analyse user feedback and usage data to identify trends, risks and improvement opportunities.
• Support programme governance and steering committee reporting.

Project Management Support

• Manage the VIASignal mailbox, ensure timely responses and triaging to relevant stakeholders
• Provide day-to-day project management support to the Client Success and VIASignal programme.
• Maintain rollout plans, action trackers, RAID logs and stakeholder updates.
• Coordinate activities across Product, Technology, Client Experience and regional teams.
• Support future operating model design and scaling of the Client Success function.

Essential

Skills & Experience

• Experience in business stakeholder management, change management, project management or customer adoption roles.
• Strong stakeholder management and communication skills.
• Experience coordinating technology or business transformation initiatives.
• Ability to analyse data, identify trends and produce actionable insights.
• Strong organisational and programme coordination capabilities.
• Experience developing training materials and facilitating workshops.

Desirable

• Experience with SaaS, data, AI or digital product rollouts.
• Knowledge of client experience, customer success or service delivery environments.
• Experience working in global, matrixed organisations.
• Familiarity with Power BI, Excel, Microsoft 365 and adoption analytics.

Success Measures

The Successful Candidate Will

• Deliver smooth onboarding for new VIASignal clients.
• Increase user activation and adoption rates.
• Build and sustain an engaged superuser community.
• Improve visibility of adoption, feedback and client health trends.