Customer Success Manager

Permanent
Location: Manchester (Hybrid – 2 days per week onsite)
Salary: Up to £45,000
Industry: Logistics

About the Client

Our client builds software that helps logistics teams automate, optimise, and simplify how shipments are managed and communicated across global operations. Supporting customers across the UK/EU, US, and Asia-Pacific time zones, they are scaling an API-first logistics platform designed to modernise how bookings, orders, shipments, and events are managed and integrated.

The business is moving quickly, focusing on high-impact customers and rolling out a new platform that prioritises clean integrations, standardised data models, and scalable onboarding. As adoption accelerates, they are looking to strengthen their customer success capability with someone who can own delivery, drive adoption, and act as a critical bridge between customers and internal teams.

How you’ll spend your day

You’ll take ownership of the customer journey from onboarding through adoption, value realisation, and renewal. This is a hands-on Customer Success role combining delivery coordination, stakeholder management, structured customer engagement, and internal prioritisation to ensure customers get measurable value from the platform.

Key responsibilities include:

• Owning customer onboarding plans, success criteria, timelines, and stakeholder alignment
• Coordinating implementations between customer teams and internal engineering, product, and operations teams
• Running regular customer touchpoints including health checks, reviews, and QBRs with clear KPIs and actions
• Managing customer health, risks, escalations, and incident communications end-to-end
• Supporting customers migrating onto new platform capabilities and integration patterns
• Capturing structured feedback on APIs, data quality, reporting needs, and workflow gaps
• Translating customer needs into clear internal tickets, priorities, and acceptance criteria
• Identifying opportunities for account growth, additional workflows, and integrations
• Maintaining clear documentation and delivery tracking using tools such as Jira and Confluence

What you’ll bring to this role

You’ll be a confident, organised Customer Success or Implementation professional who is comfortable working with technical products, multiple stakeholders, and fast-moving delivery environments. You’re able to balance customer advocacy with commercial and operational realism.

We’re looking for someone with:

• 3+ years’ experience in Customer Success, Implementations, or Account Management within B2B SaaS
• Strong project coordination skills across technical and non-technical stakeholders
• Confidence leading customer calls, driving action, and handling challenging conversations
• Comfortable working with APIs, integrations, and data-driven platforms
• Excellent written and verbal communication, with a structured, organised approach
• Ability to work calmly and pragmatically across multiple time zones

Nice to have:

• Experience in logistics, freight, supply chain, or shipment visibility platforms
• Background onboarding integration-heavy or API-first products
• Familiarity with Jira, Confluence, and structured product feedback loops
• Experience building customer health scoring, QBR materials, and simple commercial frameworks

What happens next?

One of our Recruitment Consultants will be in touch and inform you if you’ve been successful to the next stage of the process or not, which is a qualification call where we will tell you more about the role and the client, and understand more about you, your experience and career aspirations.

Should we both wish to proceed, we will submit your details to the client and be in touch regarding the outcome and any further steps.

The interview process for this client consists of:

• Stage 1 – 30-60 minutes initial chat via MS Teams
• Stage 2 – 60minute Competency Interview via MS Teams

Equal Opportunities

We are committed to providing equal opportunities for all candidates and welcome applications from individuals regardless of age, disability, gender identity, marital status, race, religion or belief, sexual orientation, or any other characteristic protected by law. As an employment agency for permanent and contract hires, we are dedicated to promoting a diverse and inclusive workforce, and we encourage applications from underrepresented groups to drive innovation and equality within the workplace.

Should you require any reasonable adjustments please let us know so we can accommodate for any interactions with us at Biometric Talent, but also inform the client to ensure reasonable adjustments are made to allow for a fair and equitable process.

How to Apply

To apply, please submit your CV and cover letter to sean.allen@biometrictalent.com