About the Company: 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. Responsibilities: Lead end-to-end implementation of the Dot Compliance eQMS solution, including project planning, scope definition, scheduling and delivery oversight. Act as the primary point of contact for customers during project execution, managing communications and expectations. Provide training, coaching and mentorship to help customer stakeholders develop their quality management system knowledge Coordinate with technical consultants, validation specialists, and product teams to ensure deliverables meet quality and regulatory standards. Conduct project governance meetings, track milestones, and report on progress and risks to both internal and client stakeholders. Demonstrated ability to manage multiple projects and priorities simultaneously. 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.
