At ShiftCare, our Customer Success Managers play a pivotal role in optimising workflows, analysing customer trends, and driving continuous improvement in the customer experience. We’re looking for a Senior Customer Success Manager who has hands-on experience leading customer onboarding and who also brings formal project management capability , gained from managing complex initiatives for large enterprise customers. Key Responsibilities Lead and deliver customer onboarding for new enterprise customers, ensuring successful adoption of the ShiftCare platform. Manage onboarding engagements while applying strong project management discipline to timelines, dependencies, risks, and stakeholder coordination. Lead and contribute to broader customer or internal projects related to implementation, process improvement, or customer delivery. Act as a key point of contact for enterprise customers, managing senior stakeholders across onboarding and delivery phases. Coordinate cross-functional teams including Sales, Product, Support, and Engineering to meet customer and project objectives. Apply project management best practices to drive structure, accountability, and delivery across customer initiatives. Analyse onboarding performance, customer feedback, and project outcomes to improve processes and customer experience. Ensure a smooth transition from onboarding into ongoing customer success ownership. Requirements 4 years’ experience in Customer Success or Onboarding roles within SaaS or technology environments. Demonstrated project management experience is essential , gained from leading or owning complex initiatives. Proven experience working with large enterprise or highly complex customer accounts . Strong ability to manage multiple stakeholders, priorities, and parallel workstreams. Highly organised, detail-oriented, and comfortable operating in structured delivery environments. Track record of driving successful onboarding outcomes while delivering projects to plan.
