Flatrock
Customer Success & Support Manager
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Customer Success & Support Manager
Head of Customer Journey & Implementation (Part-Time, Hybrid: 3-4 Days a Week)
Role Overview
This is a highly influential and disproportionately impactful role. As the key owner of our customer experience, you will drive adoption, shape lifelong branded advocates, and directly contribute to achieving our scaling goals.
This role requires high autonomy, judgement, and influential leadership—flattering the role within our organization by setting delivery standards and operational excellence for our fast-paced go-to-market.
Key Responsibilities
🔹 Customer Relationship & Journey Ownership
- Serve as the primary operational point of contact for customers post-sales handover.
- Build, nurture, and scale trusted relationships with client stakeholders to guide them through successful implementation and onboarding.
- Champion customers through their entire experience lifecycle—from adoption to ongoing engagement—ensuring seamless execution.
- Act as a strategic advisor, translating business needs into measurable implementation outcomes.
- Drive customer retention, satisfaction, and long-term success through proactive relationship management.
🔹 Implementation Coordination & Delivery Oversight
- Coordinate HRIS and Payroll implementation consultants, tracking milestones and ensuring timely execution.
- Safeguard the handover from Sales to Implementation, clarifying scope, timelines, and expectations with customers.
- Monitor implementation governance, including:
- Status tracking
- Risk identification
- Issue resolution
- Reporting
- Foster alignment across internal teams (Implementation, Payroll, Product, Engineering, and Customer Success).
- Assess customer implementation readiness and ensure provision of key inputs for a smooth go-live.
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🔹 Customer Enablement & Adoption
- Manage product training sessions, focusing on HRIS and Payroll processes while positioning customers for long-term value.
- Drive adoption with a growth mindset, ensuring customers derive maximum benefit from the platform.
- Lead early-stage customer engagements to accelerate stabilisation post-go-live.
- Proactively solve operational challenges, minimising disruptions and driving efficiency.
🔹 Data, Insights & Problem Solving
- Use data analytics to assess customer health, uncover risks, and spot opportunities.
- Transform insights into actionable recommendations for stakeholders.
- Spot trends, risks, and growth opportunities, équiping teams to make informed decisions.
🔹 Cross-Functional Collaboration & Growth Enablement
- Work seamlessly with Account Executives, Customer Success, Product, and Support teams.
- Champion customer voice across Revenue and Product teams, refining solutions based on structured feedback.
- Identify upsell/upscale opportunities and escalate to relevant Sales teams.
- Contribute to process improvements, refining playbooks and delivery standards.
- Foster strong alignment with the client’s Partner Management team, ensuring streamlined delivery coordination.
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Requirements
Ideal candidates will possess a blend of hands-on experience and proactive mindset:
- 1-3+ years in Customer Success, Operations, Support, Consulting, Implementation, or similarly customer-facing roles.
- Proven experience in fast-growth startups or Payroll/HR Tech/SaaS environments, with familiarity navigating complex systems.
- Strong stakeholder management and cross-functional coordination skills, spanning multiple teams and priorities.
- Ability to operate efficiently in fast-paced, ambiguous environments, balancing competing demands with clarity.
- Analytical mindset – translating data into tactical insights and presenting them compellingly.
- Exceptional communication and senior stakeholder engagement skills.
- Collaborative and proactive, with a hands-on, execution-oriented approach.
- Track record of achievement and career growth, with a desire to work in a highly influential role.
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