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Flatrock

Customer Success & Support Manager

City of London
Posted about 1 month ago
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Main responsibilities

Customer Relationship & Journey Ownership

  • Act as the primary operational point of contact for customers post-sales handover
  • Build strong, trusted relationships with client stakeholders and guide them through implementation and onboarding
  • Navigate customers through their experience lifecycle, ensuring smooth adoption and engagement
  • Become a trusted advisor who translates business needs into effective implementation outcomes
  • Manage and strengthen relationships to support retention, satisfaction, and long-term success

Implementation Coordination & Delivery Oversight

  • Coordinate HRIS and Payroll implementation consultants and track delivery milestones
  • Manage the handover from Sales into Implementation, ensuring clarity on scope, timelines, and expectations
  • Oversee implementation governance including status tracking, risk identification, issue resolution, and reporting
  • Ensure alignment across internal teams including Implementation, Payroll, Product, Engineering, and Customer Success
  • Support implementation readiness and ensure customers provide required inputs for successful go-live

Reasons to use Rodeo

I’m in my final year doing Economics and I don’t know whether to apply for grad schemes now or do a masters first. What do you think?

Honest answer — it depends on where you want to end up. A lot of top grad schemes (Big 4, civil service, banking) don’t need a masters. Let’s look at the ones you’d be competitive for now, and we can decide if a masters actually adds anything.

Also worth knowing: most autumn 2026 applications are open now. Timing matters more than you think.

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Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.

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Graduate Consultant — 2026 Scheme

PwC·London, UK
£35,000/yr

Why you're a good match

Strong

Your economics background and your summer at a regional bank line up with what PwC looks for on the consulting scheme. Applications close in four weeks.

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It searches the market for you

Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.

Why you're a good match

You’ve got the grades and the economics background, and your bank internship is exactly the experience this scheme looks for. Apply soon — deadlines close within the month.

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Strong

Experience fit

Your summer at the bank plus your econometrics coursework map directly to the day-one responsibilities on this scheme — client modelling, market briefings, and deal support.

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Strong

Only hits

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Customer Enablement & Adoption

  • Train customers on HRIS and payroll processes and platform usage
  • Drive product adoption with a focus on long-term customer value and success
  • Lead customer interactions with a growth and value-realisation mindset
  • Support go-live and early lifecycle stabilisation
  • Act as a problem solver, helping customers overcome operational challenges

Data, Insights & Problem Solving

  • Use data to assess customer health, identify risks, and surface opportunities
  • Synthesize insights into clear, actionable recommendations for stakeholders
  • Support decision-making by identifying trends, risks, and opportunities across accounts

Cross-Functional Collaboration & Growth Enablement

  • Collaborate closely with Account Executives, Customer Success Managers, Onboarding Managers, Product, and Support teams
  • Act as the voice of the customer, sharing structured feedback with Revenue and Product teams
  • Identify expansion opportunities and refer appropriately to Sales teams
  • Contribute to improving customer journey processes, playbooks, and delivery standards
  • Maintain the day-to-day operational relationship with the client’s Partner Management team, ensuring strong alignment, communication, and collaboration across all delivery workstreams

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Requirements

  • 1–3+ years of experience in Customer Success, Operations, Support, Consulting, Implementation, or similar customer-facing roles
  • Experience in fast-growth startups, payroll/HR tech/SaaS, consulting, or similarly complex environments
  • Strong stakeholder management and coordination skills across multiple parties
  • Ability to manage competing priorities in fast-paced environments
  • Strong analytical mindset with ability to translate data into insights
  • Excellent communication skills with senior stakeholders
  • Highly collaborative, proactive, and execution-oriented
  • Comfortable working in ambiguous environments
  • Strong track record of achievement and progression
  • Fully proficient in English

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Skills

Customer Success
Stakeholder Management
Implementation Coordination
HRIS
Payroll
SaaS
Data Analysis
Project Management
Customer Enablement
Problem Solving
Relationship Management
Cross-functional Collaboration
Risk Identification
Onboarding
Communication Skills

Location

City of London, England, United Kingdom

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