Smith System Driver Risk Management
Customer Experience Manager (English & French)
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About Smith System
Smith System is the global leader in Driver Risk Management. Backed by nearly 75 years of expertise, we teach drivers to see, think, and react differently, in any vehicle, anywhere. We are the only Driver Risk Management company built on a behavioral foundation, the Smith5Keys®, which brings training, monitoring, coaching, and compliance together under one common language.
Our programs are trusted by millions of commercial drivers across more than half of the Fortune 500, as well as municipalities and government fleets, in more than 100 countries. The result is safer driving that can be measured, and risk that can be managed.
As a Customer Experience Manager, you will play a central role in bringing that impact to life for our customers around the world.
About the Role
You will be responsible for managing, developing, and retaining a portfolio of international Smith System customers, ensuring they get lasting value from our Driver Risk Management programs. Acting as a trusted advisor to both drivers and management stakeholders, you will guide customers through implementation and adoption of our programs and identify opportunities to expand our partnership.
This is a remote, UK-based permanent position. Candidates must reside in the United Kingdom and have the legal right to work in the UK. Because this role supports an international customer base, professional fluency in both English and French, written and spoken, is required.
What You’ll Do
Customer Management
- Serve as the primary contact for assigned accounts
- Understand customer goals and tailor solutions
- Develop strong, lasting relationships and act as a trusted advisor to customer stakeholders
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Program Delivery
- Lead implementation and ongoing management of Smith System programs
- Monitor adoption and engagement
Account Growth
- Identify cross-sell and up-sell opportunities
- Partner with sales and commercial teams for account expansion
Internal Collaboration & Feedback
- Work closely with Product, Development, and Sales teams
- Share insights and feedback to help shape product and process improvements
- Maintain internal documentation and training resources
Reporting & Metrics
- Track adoption, engagement, satisfaction, and retention across your account portfolio
- Maintain accurate and up-to-date CRM records (HubSpot/ClientSuccess)
- Provide regular reporting to management
What You Bring
- Previous experience in a Customer Success / Customer Experience, sales, or account management role, ideally within a SaaS or technology environment.
- Professional fluency in both English and French, written and spoken.
- Current residence in the United Kingdom and valid authorization to work in the UK.
- Strong relationship-building skills, with the ability to build rapport with customers and colleagues at all levels, from drivers to senior management.
- A commercial mindset, comfortable identifying and pursuing cross-sell and up-sell opportunities.
- A proactive, solutions-focused approach to customer service, with genuine care about helping customers achieve their goals.
- Strong organisational skills and attention to detail.
- Comfort working across business functions, particularly with Sales and Product teams, to deliver a consistent customer experience.
- Ability to build a working knowledge of Smith System products and translate technical information into customer-friendly language.
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Nice to Have
- Experience with CRM and customer success platforms such as HubSpot, ClientSuccess, or similar.
- Experience managing international or multi-region customer accounts.
- Additional business-level language skills, particularly Spanish and/or Portuguese.
What Success Looks Like
- Strong customer relationships and high retention across your assigned portfolio.
- Successful implementation, adoption, and ongoing engagement with Smith System programs.
- Proactive identification of customer needs and appropriate account growth opportunities.
- Accurate CRM management, clear reporting, and consistent follow-through.
- Effective collaboration across Customer Experience, Sales, Product, and Development to improve customer outcomes.
Why Join Smith System
- The opportunity to work with an established, global leader in driver safety, trusted by more than half of the Fortune 500.
- A varied, international customer portfolio spanning multiple industries and regions.
- A remote, UK-based working environment supported by a collaborative Customer Experience team.
- The chance to work on programs with a direct, measurable impact on road safety.
Pay Range and Compensation Package
The salary range for this position is £45,000-£55,000 per year (GBP). Final compensation will be based on relevant experience, skills, and internal equity.
Equal Opportunity Statement
Smith System is committed to equal opportunity and to creating an inclusive workplace. Employment decisions are made based on qualifications, merit, and business needs, without unlawful discrimination on the basis of any protected characteristic under applicable UK law.
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