Customer Service / Success Manager – SAAS

Job Ref: DJHB1015
Job Title: Customer Service / Success Manager – SAAS
Location: Wembley
Salary: up to £55K + £15K bonus
Employment Type: Permanent

Are you experienced in managing dynamic teams?

Have you worked within an SAAS environment?

Are you looking for the opportunity to undertake a huge technical transformation?

Do you have the drive and motivation to build a new business function through the use of new technologies and an existing team with extensive product knowledge?

If so, this could be just the job for you!

I’m looking for an experienced SAAS specialist to work with an established organisation based in North West London.
Working as part of an established business, spearheading a huge investment of transformation through technology to enhance the customer’s experience, you will be working within a truly autonomous environment.
The role will require you to undertake a team restructure to offer an enhanced customer experience with more efficiency and collaboration; with multiple channels of communication and additional supporting training tools for the existing customer base.
Having experienced huge growth in the last 2 years, the business have taken the time to analyse the areas of their process that will enhance the overall experience and through the introduction of new technology, the injection of an ambitious leader into the team (you) and utilising their great existing team; you will be part of the next chapter of growth.

You will be responsible for:
• A small team of 12, split across inbound communication with customers and outbound relationship management to improve customer retention.
• Taking charge of the transformation project from inception and managing the implementation of customer success tools such as Zendesk / Freshdesk.
• Utilising available software to track and analyse the engagement of the SAAS platform to identify customers that will require additional attention to ensure increased renewals.

This is a great opportunity to join a business backed with generous amounts of private equity funding and the ability to really transform a business with free reign on their target audience.
All they’re looking for from you is the drive to transform the business and the attitude and aptitude to enhance this industry leading product within their niche market sector!

To apply for this position please forward a copy of your CV to: or visit us at: We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

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Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.