Customer Success Manager, English Speaking

🕒 May 20

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Zero Friction

WebsiteLinkedInAll Job Openings

11 - 50 employees

Zero Friction helps heat suppliers, building managers and service providers do customer care and billing. We developed an easy to implement software platform that supports you to interact more transparently with your customers and gives you advanced insights.

📋 Description

• Design and execute structured onboarding programmes including kick-off, solution design, technical implementation, go-live and hypercare for all UK customers • Deliver internal and external training sessions to ensure proficient platform usage and alignment with best practices • Standardise onboarding processes, learning materials and templates to ensure efficiency, repeatability and quality • Track onboarding success metrics (time-to-go-live, CSAT, hypercare outcomes, training completion rates) and continuously identify improvements • Be the primary operational contact for assigned UK SaaS customers, ensuring they achieve maximum value from the platform • Monitor account health, usage metrics and customer satisfaction indicators (NPS, health scores, churn risk) • Proactively manage relationships, anticipate needs and drive usage optimisation • Gather and communicate feature requests, process improvements and operational insights to Product and internal teams • Support renewals, identify growth opportunities and maintain accurate account documentation • Contribute to first-line support through Intercom and other channels, ensuring SLA compliance • Create and maintain help articles and documentation in the help centre in English • Handle escalations and ensure effective communication and resolution during critical issues • Analyse support trends and recurring issues to drive self-service improvements and product feedback • Act as THE voice of UK customers within Zero Friction, bridging Customer Success, Product, Sales, CSO and Engineering teams • Ensure smooth handovers between onboarding, BAU operations and support • Maintain a close feedback loop with Product by consistently relaying customer insights from the UK market • Support analysis and testing of new or improved features

🎯 Requirements

• Native or fluent English (spoken & written) - you'll be THE English-speaking expert for our UK customers; excellent command is non-negotiable • Tech-savvy and data-driven - you measure, analyse and optimise based on metrics; comfortable with SaaS platforms, automation tools and data analysis • SaaS experience - proven track record in customer onboarding, account management, implementation or support within a SaaS environment (ideally with billing software and/or energy industry experience) • AI-native mindset: you see AI not as a buzzword but as your personal superpower. You actively use AI tools in your day-to-day work and are always looking for smarter, faster, better ways to get things done. You don't wait to be told: you experiment, you adopt, and you share what works. • Strong project management skills: you can structure complex processes, manage multiple initiatives simultaneously and meet deadlines without compromising quality • Excellent communication and facilitation skills; comfortable leading training sessions, managing escalations and coordinating stakeholders • Proactive problem-solver with a customer-centric mindset: you anticipate needs and deliver premium experiences • Analytical mindset: you track KPIs, identify patterns in support data and continuously improve processes • Team player who thrives in cross-functional collaboration • Results-driven and detail-oriented: you balance strategic thinking with hands-on execution • Adaptable and comfortable with shifting priorities in a fast-paced scale-up environment • Market awareness: you understand the UK heat network and community energy sector and can build strong relationships with customers in this market

🏖️ Benefits

• Hybrid work setup with flexibility in hours and location • Professional development opportunities: lead initiatives, innovate processes and grow with the company • Competitive salary and benefits package