Customer Success Manager

Company Overview

Care Control Systems Ltd is a leading provider of innovative healthcare software solutions dedicated to supporting care professionals and enhancing the quality of care for service users. Since 2016, we have experienced remarkable growth and are committed to industry excellence and customer satisfaction.

Overview of Role:

As the Customer Success Manager you will lead Care Control's customer onboarding and implementation function. You will oversee the entire onboarding process for new customers, ensuring they achieve successful adoption of our software through structured training and personalised support.

In this pivotal role, you will drive customer success from day one, ensuring every new customer gains measurable value from their investment and experiences a seamless transition onto the Care Control platform.

This is an innovative and strategic role, designed to evolve how Care Control delivers onboarding excellence through technology-led transformation. You will play a key part in expanding our approach to customer success by identifying and implementing digital innovations that simplify processes, enhance engagement, and strengthen long-term retention. This includes leveraging tools to automate workflows, improving self-service e-learning and digital onboarding experiences, and developing data-driven insights and dashboards to monitor customer progress and outcomes.

Working cross-functionally with Sales, Product, and Support, you will combine leadership, process improvement, and customer empathy to create a streamlined, scalable, and engaging onboarding journey that supports the company's growth through technological innovation.

Direct Reports: 2 Customer Implementation Specialists

Role Responsibilities:

Customer Onboarding & Training

• Lead and continuously improve the full customer onboarding journey, ensuring a smooth, efficient, and engaging experience from contract signature to go-live.
• Conduct structured customer discovery sessions to understand each organisation's goals, workflows, and success measures, translating these into clear onboarding plans.
• Develop and manage onboarding project plans in Zoho 'Projects', defining key milestones, timelines, and ownership across internal teams.
• Coordinate internal stakeholders, including Sales, Product, and Support, to ensure each customer's setup and implementation are properly prepared before training begins.
• Oversee the delivery of onboarding training across 4 to 12 week packages, ensuring sessions are tailored, relevant, and outcome driven.
• Manage both remote and in person training sessions (at Care Control HQ in Tavistock), ensuring all customers receive consistent, high-quality instruction.
• Monitor customer engagement and progress throughout onboarding, proactively addressing issues or delays to maintain momentum.
• Oversee system setup and configuration activities, ensuring data integrity, user permissions, and technical readiness prior to go-live.
• Conduct go-live readiness reviews and facilitate smooth transitions to the Support and Key Account Management team's post-implementation.
• Capture and analyse customer feedback and performance data to identify areas for simplification, automation, and improved retention of knowledge.
• Maintain accurate onboarding records and documentation, ensuring compliance with ISO Information Security) standards.

Team Leadership

• Lead, motivate and develop a small team of two Implementation Specialists to deliver exceptional onboarding outcomes.
• Provide coaching, feedback, and development opportunities to drive performance and job satisfaction.
• Manage team workload, project allocation, and delivery priorities to meet business objectives.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.

Project Management

• Use Zoho 'Projects' to manage client implementations effectively.
• Develop and maintain clear project timelines, milestones, and reporting for internal and customer use.
• Coordinate with internal teams to ensure resource availability and issue resolution during implementation.

Process Improvement & Innovation

• Identify and deliver process enhancements that simplify, automate, and improve the customer onboarding experience.
• Implement repeatable workflows and templates within Zoho One to improve efficiency and consistency.
• Lead the design of digital learning materials, onboarding dashboards, and automated communication journeys to improve scalability.
• Use data insights and customer feedback to drive continuous service improvement.
• Collaborate with internal teams to embed automation and analytics into onboarding and customer success reporting.

Customer Success

• Build strong relationships with new customers to ensure early satisfaction and product adoption.
• Act as a bridge between customers and internal teams, providing insights on user needs and challenges.
• Support transition from onboarding to ongoing Key Account management or support teams.

Experience & Qualifications

Essential:

• Proven 5 years experience in customer success, onboarding, or implementation within a SaaS or tech environment.
• Strong understanding of project management methodologies and tools (ideally Zoho One).
• Excellent communication, presentation, and training delivery skills.
• Leadership experience with small teams.
• Analytical and process driven mindset, with experience improving customer journeys.

Desirable:

• Experience in software solutions for the care or healthcare sector.
• Experience developing training materials and e-learning content.
• Knowledge of automation tools and workflows (e.g., Zoho CRM, Zoho Flow, or similar platforms).

Personal Qualities

• Customer obsessed, creating value in every interaction.
• Highly organised, empathetic, and customer focused.
• Passionate about delivering exceptional user experiences.
• A natural problem solver with a continuous improvement mindset.
• Confident leading client interactions and team discussions.
• Excellent relationship builder - credible, consultative, and trustworthy.

Location: Tavistock, Devon, PL19 9DP

This can be a hybrid role, with flexibility to work 2 days from home and 3 days in the office each week.

Hours: Monday to Friday, 9:00am – 5:00pm (37.5 hours per week)

Job type: Full-time, Permanent

Salary: £40,000-£45,000

Package

24 days holiday per annum + Bank Holidays

Annual performance-based bonus.

Friendly, supportive, and collaborative team culture.

Ongoing professional development opportunities.

Sick pay

Bereavement leave

Free On-Site parking

Company pension

Discounted or free food

Casual dress

Cycle to work scheme

Work from home

Company events

If you are passionate about making a difference in the healthcare industry through exceptional customer support, we invite you to bring your expertise to Care Control Systems Ltd. Join us in shaping the future of care technology - your journey starts here.

Job Types: Full-time, Permanent

Pay: £40,000.00-£45,000.00 per year

Benefits:

• Bereavement leave
• Casual dress
• Company pension
• Cycle to work scheme
• Discounted or free food
• Free parking
• On-site parking
• Sick pay
• Work from home

Application question(s):

• Are you currently based within commuting distance of Tavistock, Devon, or willing to relocate to ensure you can fulfil the hybrid working requirement of a minimum of 3 days per week in the office?

Please note that this role involves a hybrid working model to facilitate team collaboration and engagement. Hybrid working is not available until successful completion of the probationary period.

Experience:

• Customer service: 5 years (required)

Work Location: Hybrid remote in Tavistock PL19 9DP

Application deadline: 28/11/2025

Reference ID: CC-CSM-1125

Expected start date: 05/01/2026