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Customer Success & Operations Manager | SaaS Messaging Platform | Customer Engagement & Operational Excellence
A SaaS digital communications company with 20 years’ experience, helping organisations deliver secure, scalable messaging and workflow solutions across diverse industries. After two years of product development, the company is now focused on sales and customer engagement, offering an exciting opportunity to grow, develop skills, and contribute to its next phase of growth in a fast-paced, high-impact environment.
The Role
You will play a pivotal role in driving customer engagement and operational excellence for a cutting-edge SaaS messaging platform. This is a hands-on managerial role where you will not only manage and support a growing team but also directly influence the success of our customers, ensuring smooth onboarding, adoption, and retention. You will act as the bridge between clients and the development team, providing insights, troubleshooting issues, and championing continuous improvement.
What They’re Looking For (Non-Negotiables)
- Proven experience in customer account management, customer success, or technical support in a SaaS environment
- Strong CRM administration skills and ability to maintain structured, accurate customer records
- Experience managing a small team and implementing processes to improve operational efficiency
- Technical awareness and confidence collaborating with software development teams
- Strong ownership mindset: capable of taking a project from conception to delivery autonomously
What You’ll Work With
- SaaS platform supporting multi-channel messaging: SMS, email, WhatsApp, Slack, and voice
- CRM systems and customer support platforms
- Onboarding workflows, service review processes, and operational documentation
- Testing new features, integrations, and bespoke customer workflows
Nice to Haves
- Experience with 27001 compliance or information security frameworks
- Familiarity with messaging APIs and workflow automation tools
- Exposure to sales or go-to-market strategies for software products
Why Join / Projects
- Be part of a critical growth phase: pivoting from development-focused to sales and marketing-led strategy
- Shape a new department and have real ownership over customer success processes
- Work closely with cross-functional teams (Ops, Dev, Finance, CTO) in a dynamic, collaborative environment
- Engage with international clients and influence the evolution of an innovative messaging platform
Customer Success & Operations Manager | SaaS Messaging Platform | Customer Engagement & Operational Excellence