UK Customer Success & Implementation Lead

Record360; Reading; On-site; GBP 40,000 - 60,000; Full time

Job summary

Record360 is expanding its UK team and is seeking a customer-focused Implementation & Onboarding Lead for UK customers. You will own the end-to-end implementation journey, deliver frontline UK support during business hours, and be the single point of contact for customer experience.

You'll collaborate with cross-time-zone teams, translate customer needs into configuration work (JSON-based where needed), and join onsite visits and demos to drive adoption and success.

Qualifications

• Minimum of 1 year in a customer-facing role (implementation, onboarding, or customer success).
• Experience guiding customers through full implementation journeys or thriving in high-volume support.
• Strong soft skills: rapport-building, clear communication, and composure under pressure.
• Ability to map business processes to software capabilities and ask the right questions.
• Technical aptitude to learn configuration work and JSON-based setup.

Responsibilities

• Own the full UK implementation journey from kickoff to go-live (≈70%).
• Deliver frontline UK support during UK business hours (≈30%).
• Act as single point of contact for UK customer experience and support.
• Build lasting customer relationships and act as trusted advisor.
• Translate customer needs into configuration and workable solutions.
• Learn and perform system configuration work, including JSON-based configuration.
• Join UK team on onsite visits and demos; coordinate with US teams on handoffs.
• Manage multiple implementations and support requests concurrently.
• Identify recurring pain points and feed improvements to product/CX teams.

Skills

Customer-facing

Implementation

Onboarding

Communication

Multitasking

Time management

Self-sufficiency

Relationship-building

Problem solving

Job description

Record360 is expanding its UK team and is seeking a customer-focused Implementation & Onboarding Lead for UK customers. You will own the end-to-end implementation journey, deliver frontline UK support during business hours, and be the single point of contact for customer experience.

You'll collaborate with cross-time-zone teams, translate customer needs into configuration work (JSON-based where needed), and join onsite visits and demos to drive adoption and success.