Customer Success Manager

Job DescriptionLocation: Hybrid (Guildford, 3 days per week in the office)About us:At Crowd Connected, were redefining how people move and interact in physical spaceswhether thats at a packed music festival, inside a smart building, or across a university campus. Our location-based technology provides real-time tracking and insights that help businesses operate smarter and deliver better, more connected experiences.Our customers span the globe and include world-renowned events, stadiums, universities, and enterprise campuses. Our solutions combine powerful indoor positioning and attendee tracking with robust analytics, helping our clients make data-informed decisions at scale.As a scale-up with big plans for growth, were focused on building long-term, trusted relationships with our customersand thats where you come in.The role:Were looking for a hands-on, driven Customer Success Manager to join our commercial team, with a particular focus on the events sector. This role is a mix of project management, customer onboarding, live event support, and ongoing relationship management.Reporting to our Commercial Director, youll be the main point of contact for our clients post-sale, ensuring theyre set up for success and able to realise the full value of our platform. Youll help configure deployments, guide customers through the onboarding process, and support them through live events often outside of typical office hours.This is an opportunity to work directly with some of the most exciting event brands in the world, contribute to high-impact projects, and shape how we deliver customer success as we scale.RequirementsPlan and manage the deployment of our solutions post-sale, ensuring expectations are aligned from the start.Configure our platform to meet the needs of each event and customer.Onboard new customers, provide training, and support adoption of our technology.Serve as the primary point of contact during delivery and throughout the customer lifecycle.Provide proactive support and troubleshoot issuesincluding during live events (occasional evenings/weekends as needed).Build strong, trust-based relationships with customers, deeply understanding their needs and use cases.Capture structured customer feedback post-deployment to inform product improvements and future deployments.Guide renewal discussions and identify opportunities to grow accounts across customer portfolios.Help identify customer advocates for testimonials, case studies, and referrals.Maintain project documentation, reconcile expenses, and support internal delivery reporting.Ideally youll have:Proven experience in customer success, client-facing project management, or SaaS deploymentespecially in fast-paced, time-sensitive environments.Outstanding communication and relationship-building skills with both technical and non-technical stakeholders.Strong organisational skills and attention to detail; able to juggle multiple projects across different time zones.Comfortable working with mobile apps, digital dashboards, and analytics tools.A proactive problem-solver who stays calm under pressure and enjoys helping customers get results.Willingness to travel and work flexible hours during live event periods.BenefitsEmployer Pension Contribution: 5% as standard, above the required minimum.Share Options: Available through a discretionary scheme.Exclusive Discounts: Including great discounted membership at Surrey Sports Park and other neighbouring facilities.Work-Life Flexibility: Enjoy WFH options and flexible working hours.Generous Holiday: 28 days annual leave plus bank holidays.Learning & Development: Investment in your growth and development.

Created: 2025-06-27