Customer Success Implementation Manager

We’re partnering with a fast-growing international SaaS business that provides AI-powered technology to government and public-sector organisations. The company helps public-sector teams better understand the communities they serve, analyse large volumes of data and feedback, and make more informed decisions. Following continued growth across the UK and international markets, they are expanding their London-based team and looking for an experienced Customer Success Implementation Manager to take ownership of customer onboarding, implementation, adoption and ongoing success. This is a hands-on role combining Customer Success, implementation, project management and data-driven consulting.

Tasks

• Managing multiple customer implementations from kick-off through to successful launch.
• Configuring and tailoring a multi-module SaaS platform around individual customer requirements and use cases.
• Delivering platform training, workshops and ongoing customer enablement.
• Working closely with Sales to ensure customer expectations and proposed solutions can be successfully delivered.
• Supporting customers with ongoing digital engagement, research, survey and data projects.
• Helping customers interpret platform data and translate insights into practical actions.
• Monitoring product adoption, engagement and overall account health.
• Identifying potential customer risks, additional use cases and expansion opportunities.
• Building trusted relationships with senior stakeholders across government and wider public-sector organisations.
• Coordinating internal teams to ensure projects are delivered effectively and customers achieve measurable value.

Profile

Essential Requirements:

• 5+ years of experience in Customer Success, SaaS implementation, onboarding, professional services or customer delivery.
• Local government and/or public safety domain knowledge is essential. You understand how government organisations operate, their key stakeholders, workflows, challenges and priorities, and can engage credibly with public-sector customers.
• Proven experience managing multiple customer implementations or complex projects simultaneously.
• Ability to configure, demonstrate and train customers on technical, multi-module SaaS platforms.
• Strong stakeholder-management skills, including experience engaging with senior decision-makers.
• Confidence working with data, analytics, dashboards and customer insights.
• Excellent communication, presentation and project-management skills.

Desirable Experience:

• Exposure to AI, data analytics, citizen engagement or research platforms.
• Familiarity with Customer Success and project-management tools such as Gainsight, Planhat or Monday.com.