Customer Success Manager (UK)
At ShiftCare, our Customer Success Managers play a pivotal role in optimising workflows, analysing customer support trends, and ensuring the continuous improvement of our customer experience. This position requires a strategic thinker with a passion for driving efficiency and delivering exceptional service to our users.
Grow With Us
We are looking for a UK-based full-time, dedicated, and passionate Customer Success Manager to join our growing team. This person will be a core member of our Customer Success team, and you will be well-positioned to succeed. The entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!
Customer Onboarding & Implementation
- Lead onboarding for new ShiftCare customers, from smaller teams of around 5 seats through to larger customers with 100+ seats .
- Guide customers through setup, training, workflow design, and best-practice implementation.
- Run onboarding calls, training sessions, check-ins, and follow-up meetings with confidence and structure.
- Help customers understand how to use ShiftCare effectively based on their business needs and operating model.
- Identify potential blockers early and take ownership of getting customers back on track.
Workflow Problem-Solving
- Work through complex customer scenarios and translate them into practical ShiftCare workflows.
- Ask strong discovery questions to understand each customer’s operational needs.
- Help customers make good decisions about setup, roles, permissions, processes, scheduling, billing, and care operations.
- Distinguish between training gaps, workflow issues, user error, bugs, and feature requests.
- Escalate issues clearly and appropriately when support from other teams is needed.
High-Volume Customer Communication
- Manage a busy onboarding workload across calls, meetings, follow-ups, and admin tasks.
- Stay organised while handling multiple customers at different stages of onboarding.
- Communicate proactively with customers so they know what is happening, what is expected of them, and what comes next.
- Keep momentum high during onboarding and avoid letting customers drift or stall.
- Be comfortable making calls, following up directly, and driving customers toward completion.
HubSpot Ownership & CRM Hygiene
- Maintain accurate and detailed onboarding records in HubSpot .
- Keep notes, next steps, customer status, meeting outcomes, risks, and follow-up tasks up to date.
- Use HubSpot consistently to manage your pipeline, prioritise work, and provide visibility to the wider team.
- Treat CRM hygiene as a core part of the role, not an admin afterthought.
- Ensure leadership can clearly understand the status, risks, and progress of your onboarding customers.
Training, Enablement & Content
- Deliver clear, confident product training to customers in live sessions.
- Create or contribute to customer-facing enablement content such as short videos, walkthroughs, webinars, templates, and help resources.
- Be comfortable explaining product concepts simply and clearly to different customer types.
- Support customers in adopting underused or newly released features.
- Look for opportunities to improve the onboarding experience through better resources, repeatable processes, and scalable training.
Continuous Improvement
- Share customer feedback, onboarding patterns, common blockers, and product insights with the wider team.
- Help improve onboarding playbooks, templates, processes, and internal documentation.
- Identify ways to make onboarding more efficient without reducing customer quality.
- Contribute to a high-performance onboarding culture focused on outcomes, accountability, and customer success.
Who You Are
You are proactive, confident, organised, and comfortable taking ownership. You do not wait for customers or internal teams to chase you. You drive the process forward.
- A strong communicator who is confident leading customer calls and traini