Customer Satisfaction Manager

What you will own.

Own the customer’s path from delivery to useful adoption. Keep outcomes, usage and unresolved friction visible, helping the relevant team address problems before they undermine confidence or value.

Your responsibilities.

• Manage a portfolio of three to five customers, documenting their priorities, intended outcomes and adoption needs.
• Lead useful check-ins that reveal what is working, what is blocked and what support the customer needs next.
• Coordinate onboarding, practical guidance and issue follow-through with the people responsible for delivery.
• Identify relevant expansion opportunities when new needs emerge, then route them to the appropriate commercial or technical team.
• Work with the Account Manager on relationship context while keeping your focus on adoption, satisfaction and realised value.

What you bring.

• Experience supporting business customers after implementation, including situations where adoption or confidence needed rebuilding.
• Strong listening, clear written communication and the ability to turn vague dissatisfaction into specific next steps.
• Comfort learning software and operational workflows well enough to discuss practical use with customers.
• Good judgment about when to resolve an issue, escalate it or involve the commercial owner rather than promising new scope.

What strong work looks like.

• Within your first 90 days, understand each assigned customer’s goals, stakeholders and obstacles.
• Establish clear success plans and ensure unresolved issues have accountable next steps.
• Surface relevant growth opportunities with enough context for the right team to assess them.

Show us your work.

• Share anonymised examples of how you improved adoption, recovered a difficult relationship or helped a customer reach an agreed outcome.
• Include an existing success plan or account review if you can share it without exposing customer information.