Implementation Manager - coach management SaaS platform

Michael Page
London

The Customer Success Manager will have the following key responsibilities:

Implementation & System Migration
  • Lead on boarding of new customers in the UK
  • Drive structured implementation processes with clear milestones
  • Support and guide customers in migrating from legacy systems and processes (including Distinctive Systems)
  • Map existing workflows and translate them into the platform
  • Ensure successful go-live with minimal operational disruption

Customer Success & Value Realisation
  • Own the day-to-day customer relationship
  • Support the Country Manager in strategic account development
  • Ensure customers adopt the platform as their primary operational system
  • Identify and deliver early value through improved workflows and processes
  • Monitor progress and proactively address risks

Training & Change Management
  • Train and guide users across different roles and levels of experience
  • Assess and apply the most effective training methods (e-learning, online sessions, on-site training)
  • Drive behavioural change and ensure customers move away from legacy processes
  • Act as a trusted advisor on operational improvements

Customer Engagement & Industry Insight
  • Build strong relationships with operational teams and management
  • Understand customer needs and challenges in depth
  • Provide feedback to product and engineering teams based on real-world usage

Internal Collaboration
  • Work closely with product, engineering, and support teams in Norway
  • Ensure alignment between implementation, support, and product development
  • Contribute to improving client on boarding and customer success processes
  • Capture and share customer insights, use cases, and success stories to support sales and marketing efforts
  • Identify expansion opportunities within customer organisations and share with the Country Manager
  • Build strong relationships across the customer's organisation to understand broader needs and stakeholder landscape
  • Represent the company at relevant industry events and customer meetings when needed
Posted 2026-05-27

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