Implementation and Customer Success

Referment is working with a growing B2B software company to hire an Implementation & Customer Success Manager as they continue to expand their customer base.

This is a newly created role with responsibility for taking customers from initial implementation through to successful adoption and ongoing support.

Until now, much of this work has been managed by the founders and wider team. They're now looking for someone who can take ownership of the process and, over time, build the systems and processes needed to support a growing customer base.

It's a hands-on position combining software implementation, customer success, data and project management.

• Managing customer implementations from initial planning through to go-live.
• Working directly with customers to understand their existing processes and configure the platform around their requirements.
• Working with customer data as part of the implementation and onboarding process.
• Managing projects across multiple customer and internal stakeholders.
• Training and supporting users to ensure successful adoption of the software.
• Acting as the link between customers and the Product and Engineering teams.
• Identifying recurring customer problems and translating these into potential product improvements.
• Building more structured customer support and implementation processes as the business grows.
• Developing documentation, knowledge bases and other self-service resources.
• Using automation and AI tools to improve repetitive implementation and support processes.

We're looking for someone with around 2 to 5 years' experience working with customers in a B2B software environment.

• Experience with in software implementation, onboarding or customer success.
• Experience managing customer projects from start to finish.
• Strong communication skills and confidence working with different types of stakeholders.
• An interest in technology and understanding how software can be configured around real-world business processes.
• Confidence working with data and solving problems.
• Experience working closely with Product or Engineering teams.
• The ability to work independently in an early-stage or fast-moving environment.
• An interest in using AI and automation to improve customer and operational processes

Experience with ERP, HR technology, workforce management, operations software or other complex B2B platforms would be particularly relevant.

This would suit someone currently working as an Implementation Consultant, Implementation Manager, Customer Success Manager, Onboarding Manager or Solutions Consultant who wants more ownership and the opportunity to help build a function rather than joining an established team.