Technical Customer Success Manager at Guestwise – United Kingdom (Remote)

Dataleum; United Kingdom; Remote; GBP 40,000 - 70,000; Full time

Job summary

Join a dynamic and innovative early-stage tech organization as a Technical Customer Success Manager. This role is pivotal in ensuring successful client operations and enhancing the user experience with cutting-edge software solutions. You will manage client onboarding, streamline support processes, and leverage your technical skills to drive operational efficiency. With a focus on collaboration and continuous improvement, you will play a key role in shaping the future of our services. If you're passionate about technology and client success, this is the perfect opportunity to grow your career in a fast-paced environment.

Qualifications

• 3+ years in technical operations, preferably in SaaS.
• 5+ years in operations support or technical project management.
• Strong client-facing skills to maximize platform value.

Responsibilities

• Manage client operations and onboard new brands.
• Create support processes and improve operational efficiency.
• Train clients and internal teams on system use.

Skills

Technical Operations

Client-Facing Skills

Project Management

Technical Setup

Operational Efficiency

Problem-Solving

Communication Skills

Education

Bachelor's Degree

Tools

Google Tag Manager

Postman

Zapier

Job description

Technical Customer Success Manager at Guestwise – United Kingdom (Remote)

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Job Description

At Guestwise, we are building cutting-edge software that helps restaurant, pub, and bar chains automate personalised marketing at scale while integrating with third-party tech platforms.

We are seeking a highly organized, technically proficient, and detail-focused individual to join our fast-growing SaaS team. You will be crucial in working with our technology and stakeholders to ensure successful operation, support, and scaling of our technology with each client. Your responsibilities include training clients on our technology, supporting setup and integrations across their locations and digital touchpoints.

The ideal candidate excels in creating frameworks and automating routine tasks, configuring software for desired outcomes, enhancing technical onboarding, and leading error management and triage. Comfort with technology systems and a proactive approach to expanding our product’s impact and scalability are essential.

We value high energy and output from our team. We encourage decision-making, proposing improvements, and collaborative feedback. This role involves direct interaction with clients and internal stakeholders, as well as contributing to product development and support. Strong people skills, process orientation, a love for metrics, and organizational calmness are key traits.

This is an exciting opportunity for someone eager to grow within a successful early-stage tech organization (pre-20 employees), playing a pivotal role in its growth and development.

Note: Applicants must reside within a 3-hour flight of the UK to facilitate team cohesion and travel.

Responsibilities

• Manage client operation of our platform.
• Onboard new brands and locations, handling technical setup and go-live processes.
• Create and implement support processes and systems.
• Develop strategies to improve operational efficiency and reduce costs.
• Identify pain points in operational tooling and prioritize improvements.
• Set up support workflows, scheduling, and tracking.
• Manage project timelines and resources to meet deadlines.
• Introduce tools to enhance operational efficiency and client experience.
• Serve as the first support point for clients needing assistance or troubleshooting.
• Train clients and internal teams on system use, support, and onboarding.
• Provide feedback for product roadmap enhancements based on system performance and customer input.
• Use metrics to inform decision-making.

Required Knowledge and Skills

• 3+ years in technical operations, preferably SaaS.
• 5+ years supporting operations, technical project management, or similar roles.
• Experience with browser developer tools, logging platforms, and Google Tag Manager.
• Proficiency with technical tools like Postman, Zapier, and API onboarding/reporting.
• Ability to work independently and with ambiguity.
• Strong client-facing skills to maximize platform value.
• Curiosity to identify operational requirements and pain points.
• Technically savvy with software and system management skills.
• Questioning mindset to understand root issues and add value.

Additional Attributes

• Organized with high attention to detail.
• Adaptable to shifting priorities.
• Excellent stakeholder management and communication skills.
• Ability to translate technical jargon into plain language.
• Experience in service reviews, incident management, and customer conversations.
• Understanding of UK hospitality and digital marketing operations is beneficial.
• Experience with Shopify or similar e-commerce platforms is a plus.
• Experience in software development teams is advantageous.
• Proactive in seeking feedback and learning.

Additional Details

• Seniority Level: Mid-Senior
• Employment Type: Full-time
• Job Function: Other
• Industries: IT Services and IT Consulting