Senior SaaS Implementation & CX Solutions Lead

Loxo; Manchester; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

25 days leave

Birthday off

Enhanced pension

Life insurance

Sick leave

Training allowance

Social events

Job summary

Loxo is seeking a Senior Customer Success Manager to lead high-impact implementation projects from discovery through go-live. You will bridge customer needs with platform capabilities, design robust solutions, and own testing and quality assurance before go-live.

You will work directly with customers to map pains to features, produce solution designs for the Build team, and drive adoption to ensure successful outcomes across the project lifecycle.

Qualifications

• Several years in customer-facing implementation roles in a SaaS environment.
• Strong discovery and consultative skills, translating business needs into effective designs.
• Experience delivering complex SaaS implementations on time and within scope.

Responsibilities

• Lead discovery sessions to surface business pains, objectives and success criteria.
• Map requirements to platform capabilities and produce clear designs for the Build team.
• Own the project plan from kickoff to go-live and manage scope, timeline and risk.
• Coordinate handoffs between discovery, build, testing and go-live and ensure successful handover to Customer Success.

Skills

Customer facing

SaaS

Implementation

Discovery

Project management

Communication

Commercial awareness

Tools

Contact centre platforms

Job description

Loxo is seeking a Senior Customer Success Manager to lead high-impact implementation projects from discovery through go-live. You will bridge customer needs with platform capabilities, design robust solutions, and own testing and quality assurance before go-live.

You will work directly with customers to map pains to features, produce solution designs for the Build team, and drive adoption to ensure successful outcomes across the project lifecycle.