Technical Customer Success Manager | UK (all gender welcome)

United Kingdom·LondonRemotemid

Customer SuccessTechnical Customer Success Manager

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Quick Summary

Key Responsibilities

Support Account Executives & Key Account Managers on technical discovery calls, demos session, pilot discussions, proof-of-concept activities,

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Customer SuccessTechnical Customer Success Manager

We believe voice is the most natural interface between people & progress.

Can you serve as a trusted advisor to our larger customers & partners — combining technical expertise with a genuine passion for customer outcomes?

At Speech Processing Solutions, we build speech recognition and voice productivity solutions that help professionals in the healthcare, legal, and other professional sectors to work smarter and more efficiently.

We are looking for someone to join us in the UK, preferably in London, but in a fully remote work model. In-person team meetings are expected at least on a quarterly basis for this role.

Responsibilities

~2 min read

→Support Account Executives & Key Account Managers on technical discovery calls, demos session, pilot discussions, proof-of-concept activities, RFP/RFQ responses & technical product questions;
→Clearly explain product capabilities, implementation requirements, workflow fit, integrations, and technical considerations to customers, partners & internal stakeholders;
→Help Sales Teams position solutions effectively by translating customer needs into practical technical recommendations;
→Support webinars, partner enablement sessions & customer-facing presentations where technical expertise is required;
→Lead or support onboarding for pilot, new, and post-sale customers and partners to ensure successful implementation and adoption;
→Deliver training sessions that are practical, clear & tailored to each audience's workflow, skill level, and business objectives;
→Develop & maintain onboarding plans, best practices, training materials, and success plans that help customers reach value quickly;
→Monitor adoption, usage, and customer feedback to identify risks & improve outcomes;
→Spend a defined portion of time partnering with the UK Support Manager by reviewing incoming support tickets, helping troubleshoot customer & partner issues, and providing technical guidance when needed;
→Provide direct technical support to partners & customers through virtual support tools, remote sessions, documentation, and clear follow-up communication;
→Identify recurring issues, knowledge gaps, product questions, and escalation trends, then share insights with Support, Product, Sales, and Customer Success leadership;
→Document solutions & help improve internal and partner-facing support processes so common issues can be resolved faster & more consistently;
→Manage a group of larger existing customers with a focus on retention, adoption, satisfaction & long-term customer value;
→Conduct regular business reviews, product health assessments & proactive check-ins with key accounts to understand needs, address risks & reinforce value;
→Work closely with Marketing & Sales on customer lifecycle engagement, renewal follow-ups, satisfaction feedback, advocacy opportunities & customer success stories;
→Identify opportunities for upsell, cross-sell, additional subscriptions, new features, services, AI capabilities, speech-to-text, or other SPS solutions that add customer value;

3+ years of experience in customer success, technical account management, sales engineering, solutions consulting, technical support, or a related SaaS/customer-facing technical role;
Strong technical aptitude with the ability to understand software platforms, integrations, workflows, configuration & troubleshooting;
Excellent communication & presentation skills — able to explain technical topics clearly to both technical & non-technical audiences;
Personable, customer-focused & comfortable building trust with stakeholders at all levels of an organization;
Availability for business travels up to 20% of the time;
Experience supporting pilots, onboarding customers, conducting product training, and working across Sales, Support, Product, Marketing & Customer Success teams.

What We Offer

~1 min read

✓A competitive gross annual salary from £40.000,- up to £50.000, - with the final package shaped around your experience & expertise;

✓A variable bonus on top of base salary, driven by performance;

✓Be part of a recognized innovative global leader in speech management & recognition solutions, sold under the renowned Philips brand;

✓A collaborative, international & inclusive culture that values Ownership, Talent & Transparency;

✓We’re driven, supportive & excited to welcome new ideas & people;

✓A dedicated framework for your development;

✓Comprehensive perks & benefits including:Flexible working hours

✓Health Shield UK health benefits

✓Team events & company-wide get-together

Please note this job is based in United Kingdom. A working permit is required in advance for this hiring process.

Speech Processing Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.