Customer Success Manager - #2196391

Customer Success Manager | Edinburgh | Tech for Good

I'm working with an exciting and innovative technology business in Edinburgh that is looking to appoint a Customer Success Manager as it continues to grow.

Operating within the Tech for Good sector, the business has developed a specialist technology platform and is looking for someone who can play a key role in helping customers understand, implement and maximise the value of its software.

This is a hands-on opportunity combining technology, customer engagement and relationship management, with the chance to have a genuine influence on the development of an evolving product.

The Role

As Customer Success Manager, you'll take ownership of the customer journey, working closely with clients to introduce the platform, support implementation and drive ongoing adoption.

You'll deliver product demonstrations, lead onboarding sessions, train users and provide ongoing support to ensure customers are getting the most out of the technology.

You'll also act as an important link between customers and the internal development team, gathering feedback, helping resolve technical issues and contributing towards future product improvements.

Key Responsibilities:

• Deliver product demonstrations to prospective and existing customers.
• Lead customer onboarding sessions, supporting the transfer and integration of customer data onto the platform.
• Deliver training sessions to ensure users are confident and comfortable using the system.
• Drive product adoption and ensure customers are maximising the functionality available.
• Build and maintain strong customer relationships, becoming a trusted point of contact.
• Troubleshoot and resolve basic technical issues, escalating more complex problems where required.
• Gather customer feedback and communicate user issues effectively to the internal development team.
• Work closely with customers on-site, providing hands-on support and guidance throughout their journey.
• Identify opportunities for product improvements and contribute to discussions around new features and functionality.
• Develop key customer relationships and take ownership of ongoing account management.

What We're Looking For:

We're open-minded on background for this position. Previous experience in a traditional Customer Success Manager role isn't essential.

We're particularly interested in individuals with experience in:

• GIS, geospatial technology or mapping systems.
• Software implementation, onboarding or technical support.
• Customer-facing technology roles involving product demonstrations and training.
• Technical consultancy or application support.

You'll also need:

• Strong general IT literacy and confidence using computers, mobile devices and software platforms.
• The ability to quickly learn and become proficient with new technology.
• A proactive, self-starting approach to problem-solving.
• Strong communication skills and the confidence to engage with customers at different levels.
• The ability to explain technical concepts to users with varying levels of technical experience.
• A willingness to travel regularly to customer sites when required.

If you're working in GIS, geospatial technology, software implementation or a customer-facing technical role and are interested in exploring something a little different, I'd be keen to hear from you.