Implementation & Customer Success Manager

Teemill, Hooke Hill, Freswater, Isle of Wight, PO40 9BG
United Kingdom

Implementation & Customer Success Manager

Implementation & Customer Success Manager Freshwater, Isle of Wight Full Time

We’re looking for an Implementation & Customer Success Manager to take ownership of the customer journey from the moment a new customer signs up through implementation, go-live and early-life support. This is a hands‑on role sitting at the heart of PodOS. You’ll be the person making sure customers have a brilliant experience, projects stay on track, internal teams are aligned and customers get the most from the platform.

You’ll work across Sales, Product, Engineering, Customer Success and Operations, combining project management, customer relationship management, technical problem‑solving and team leadership.

• Own the end‑to‑end customer implementation journey, from contract handover through to go‑live and early‑life support.
• Manage multiple customer implementations at the same time, keeping projects on track, within scope, budget and to a high standard.
• Act as the main point of contact for customers throughout implementation, building trusted relationships and keeping everyone informed.
• Create and manage implementation plans, milestones, timelines, dependencies and deliverables.
• Coordinate Sales, Product, Engineering, Customer Success and Operations to make sure everyone knows what needs to happen and when.
• Identify and manage project risks, issues and dependencies, taking ownership through to resolution.
• Configure the PodOS platform to meet customer requirements and coordinate data migration, integrations, testing and system setup.
• Deliver customer onboarding sessions, demonstrations and training, making sure customers feel confident using the platform.
• Support customers through go‑live and provide early‑life support before transitioning them into business‑as‑usual Customer Success.
• Work closely with Engineering and Product to communicate customer requirements, solve technical issues and feed customer insight back into the business. Monitor project costs and identify commercial risks, scope changes and additional requirements.
• Provide oversight and day‑to‑day leadership of colleagues involved in implementation and customer support activities.
• Set clear expectations, monitor performance and provide coaching and feedback to help the team succeed.
• Identify development needs and support team members to build their product, technical, customer service and project delivery skills.
• Help create a high‑performance, collaborative and customer‑focused team culture. Improve the way we onboard and implement customers by developing processes, playbooks, systems and ways of working that can scale as PodOS grows.
• Track implementation performance, customer satisfaction, adoption and go‑live success, using what you learn to continually improve the customer experience.

We’re looking for someone who is organised, commercially aware, technically confident and brilliant with people.

• Experience managing customer onboarding, implementation or technology deployment projects.
• Experience managing multiple projects or customer implementations at the same time.
• Strong project management and organisational skills, with a real eye for detail.
• Excellent communication and stakeholder management skills.
• Experience working directly with customers and building strong relationships.
• Confidence working with technology platforms, SaaS products or software implementations.
• The ability to understand customer requirements and turn them into practical solutions.
• Strong problem‑solving skills and the ability to stay calm and focused when things get complicated.
• Commercial awareness and an understanding of project budgets, scope and delivery.
• Experience coordinating internal teams and/or third‑party suppliers.
• The confidence to have difficult conversations, manage expectations and challenge when necessary.
• Experience of coaching, supporting or managing the performance of others.
• A proactive, hands‑on approach — you’re happy to get stuck in and solve problems rather than wait for someone else to do it.
• A…