Customer Success Manager – Voicescape

Overview

In this role you drive successful customer onboarding and ongoing value delivery for Voicescape’s cloud-based customer engagement platform. You work closely with customers to understand needs, propose effective implementations, and lead in-life changes within scope, time, and budget. You own all customer touchpoints and run quarterly business reviews to track outcomes and share best practices. You’ll train customers, coordinate cross-functional actions, and help scale customer advocacy as Voicescape expands.

Pay / Benefits

• Competitive salary
• Bonus after one year
• Medical and dental insurance
• 5% contributory pension
• Travel/Car expenses
• Permanent role with growth potential

Responsibilities

• Onboard new customers by understanding needs and challenges
• Manage delivery of in-life changes to scope, timelines, and budget
• Act as a consultative product expert and evangelist for the customer
• Own operational customer touchpoints and be the main point of contact
• Identify stakeholders and create action plans based on changes
• Lead quarterly business reviews (QBR) with customers and report progress
• Provide training to customers during implementation and beyond
• Create and share success statements and product usage data
• Run product-specific user groups to share best practices and gather feedback
• Handle project administration: plans, resources, and presentations
• Create training materials and end user manuals
• Manage QBR logistics and performance information for customers
• Create and track support tickets and change requests
• Update internal systems with customer interactions and health scores
• Participate in account review meetings with internal stakeholders
• Use MS Teams and social media (Twitter, LinkedIn) to keep stakeholders, customers, and prospects informed

Key requirements

• Recent social housing experience essential
• Enthusiastic about helping customers succeed
• Excellent communication and strong work ethic
• Proactive in continuous improvement
• Responsible for outcomes and timely task execution
• Diligent in administration related to delivering customer relationships
• Professional image and ability to work under pressure
• Willing to work out-of-hours as needed
• Confident presenting to larger groups
• Willing to travel with occasional overnight stays

• Customer-centric mindset
• Excellent communication
• Proactive problem-solving
• MS Teams usage
• Experience with social media platforms (Twitter, LinkedIn) for stakeholder updates
• Experience using internal systems for customer data and health scores

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