Manager Customer Success

Key Responsibilities

Client Team Rollout & Onboarding

- Manage the end-to-end onboarding process for new VIASignal clients.

- Coordinate client setup requirements, access provisioning, user administration and activation.

- Partner with client teams, GRPs and regional stakeholders to ensure readiness for go-live.

- Track onboarding progress and proactively manage risks, dependencies and blockers.

Adoption & Change Management

- Drive adoption of VIASignal across participating client teams.

- Develop and execute communications and engagement plans.

- Monitor user adoption metrics and identify opportunities to improve utilisation.

- Establish and manage adoption reporting and success measures.

- Gather user feedback and coordinate enhancement requests with the project team.

Superuser & Stakeholder Engagement

- Coordinate and support the global superuser community.

- Deliver demos to stakeholders across the business.

- Create user guidance, playbooks, demo videos, and evolving training materials

- Share best practices and promote consistent use of VIASignal across regions.

Reporting & Data Analysis

- Track adoption, activation and engagement metrics.

- Produce regular reporting and insights for project leadership and senior stakeholders.

- Analyse user feedback and usage data to identify trends, risks and improvement opportunities.

- Support programme governance and steering committee reporting.

Project Management Support

- Manage the VIASignal mailbox, ensure timely responses and triaging to relevant stakeholders

- Provide day-to-day project management support to the Client Success and VIASignal programme.

- Maintain rollout plans, action trackers, RAID logs and stakeholder updates.

- Coordinate activities across Product, Technology, Client Experience and regional teams.

- Support future operating model design and scaling of the Client Success function.

Skills & Experience

Essential

- Experience in business stakeholder management, change management, project management or customer adoption roles.

- Strong stakeholder management and communication skills.

- Experience coordinating technology or business transformation initiatives.

- Ability to analyse data, identify trends and produce actionable insights.

- Strong organisational and programme coordination capabilities.

- Experience developing training materials and facilitating workshops.

Desirable

- Experience with SaaS, data, AI or digital product rollouts.

- Knowledge of client experience, customer success or service delivery environments.

- Experience working in global, matrixed organisations.

- Familiarity with Power BI, Excel, Microsoft 365 and adoption analytics.

Success Measures

The successful candidate will:

- Deliver smooth onboarding for new VIASignal clients.

- Increase user activation and adoption rates.

- Build and sustain an engaged superuser community.

- Improve visibility of adoption, feedback and client health trends.