Customer Success Manager (UK)

At ShiftCare, our Customer Success Managers play a pivotal role in optimising workflows, analysing customer support trends, and ensuring the continuous improvement of our customer experience. This position requires a strategic thinker with a passion for driving efficiency and delivering exceptional service to our users.

Grow With Us

We are looking for a UK-based full-time, dedicated, and passionate Customer Success Manager to join our growing team. This person will be a core member of our Customer Success team, and you will be well-positioned to succeed. The entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!

Customer Onboarding & Implementation

• Lead onboarding for new ShiftCare customers, from smaller teams of around 5 seats through to larger customers with 100+ seats.
• Guide customers through setup, training, workflow design, and best-practice implementation.
• Run onboarding calls, training sessions, check-ins, and follow-up meetings with confidence and structure.
• Help customers understand how to use ShiftCare effectively based on their business needs and operating model.
• Identify potential blockers early and take ownership of getting customers back on track.

2. Workflow Problem-Solving

• Work through complex customer scenarios and translate them into practical ShiftCare workflows.
• Ask strong discovery questions to understand each customer’s operational needs.
• Help customers make good decisions about setup, roles, permissions, processes, scheduling, billing, and care operations.
• Distinguish between training gaps, workflow issues, user error, bugs, and feature requests.
• Escalate issues clearly and appropriately when support from other teams is needed.

3. High-Volume Customer Communication

• Manage a busy onboarding workload across calls, meetings, follow-ups, and admin tasks.
• Stay organised while handling multiple customers at different stages of onboarding.
• Communicate proactively with customers so they know what is happening, what is expected of them, and what comes next.
• Keep momentum high during onboarding and avoid letting customers drift or stall.
• Be comfortable making calls, following up directly, and driving customers toward completion.

4. HubSpot Ownership & CRM Hygiene

• Maintain accurate and detailed onboarding records in HubSpot.
• Keep notes, next steps, customer status, meeting outcomes, risks, and follow-up tasks up to date.
• Use HubSpot consistently to manage your pipeline, prioritise work, and provide visibility to the wider team.
• Treat CRM hygiene as a core part of the role, not an admin afterthought.
• Ensure leadership can clearly understand the status, risks, and progress of your onboarding customers.

5. Training, Enablement & Content

• Deliver clear, confident product training to customers in live sessions.
• Create or contribute to customer-facing enablement content such as short videos, walkthroughs, webinars, templates, and help resources.
• Be comfortable explaining product concepts simply and clearly to different customer types.
• Support customers in adopting underused or newly released features.
• Look for opportunities to improve the onboarding experience through better resources, repeatable processes, and scalable training.

6. Continuous Improvement

• Share customer feedback, onboarding patterns, common blockers, and product insights with the wider team.
• Help improve onboarding playbooks, templates, processes, and internal documentation.
• Identify ways to make onboarding more efficient without reducing customer quality.
• Contribute to a high-performance onboarding culture focused on outcomes, accountability, and customer success.

Who You Are

You are proactive, confident, organised, and comfortable taking ownership. You do not wait for customers or internal teams to chase you. You drive the process forward.

• A strong communicator who is confident leading customer calls and training sessions.
• Highly organised and able to manage a high-volume workload of meetings, calls, follow-ups, and CRM tasks.
• Proactive, with the ability to spot risks early and take action before problems grow.
• A strong problem solver who enjoys working through complex customer scenarios.
• Comfortable onboarding both small and larger customers, from 5-seat accounts through to 100+ seat teams.
• Experienced with HubSpot, with strong CRM discipline and attention to detail.
• Confident documenting customer progress, risks, next steps, and outcomes.
• Comfortable creating or appearing in customer-facing videos, webinars, or training content.
• Tech-savvy, curious, and genuinely interested in engaging deeply with the product.
• Quick to learn new systems, tools, and product concepts, and willing to explore how features work so you can guide customers with confidence.
• Patient and empathetic, while still being confident enough to guide customers firmly.
• Comfortable working in a fast-paced SaaS or startup environment.
• Accountable, reliable, and willing to take ownership of customer outcomes.
• Someone who wants to build a long-term career with ShiftCare and grow with the

Requirements

• 3-5 years of relevant experience in a related area, such as Customer Success and onboarding
• Minimum of 3 years experience working in a Customer Success /onboarding role at a SaaS company
• Experience with working with customer data to identify and follow up with customers who are high priority, at-risk or need to grow
• Experience in conducting a EBRs and account reviews
• Empathetic to customer needs, and serve as a trusted adviser
• Be hungry, quick to learn, and quicker to execute
• Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely
• Have a long-term vision of working and growing with a successful start-up and stay with the team for at least 2 to 4 years
• Detail-oriented. Keeping track of notes in our CRM is a must
• Must have a high-speed and stable primary and backup internet connection (at least 10 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results.

Nice to Have

• Startup experience of 1 to 3 years