Customer Success Manager - English Speaking (UK)

We are looking for an English-speaking Customer Success Manager who will be THE dedicated point of contact for our UK customers. You'll own the complete customer lifecycle: from structured onboarding and training to proactive account management and responsive support. This is a versatile, hands-on role requiring native-level English, technical aptitude, and SaaS experience.

Are you a tech-savvy, data-driven customer champion who thrives in a dynamic scale-up? Keep on reading!

We are a fast-growing SaaS scale-up on a mission to make the energy transition easy, fair and frictionless. Our platform empowers heating and cooling suppliers to automate billing, cost allocation, and customer management so they can focus on what truly matters: delivering reliable, affordable energy to communities.

At Zero Friction, we don't just build software; we build superpowers for our heroes. By removing hassle and enabling transparency, we help suppliers lead the way to a sustainable future. Collaboration, innovation and bold thinking are at our core. Ready to fight friction with us? 🚀

As our Customer Success Manager for the United Kingdom, you are THE face of Zero Friction for our UK customers. You own their complete journey: designing and executing premium onboarding experiences, managing day-to-day account health, and ensuring fast, high-quality support.

You are their trusted advisor, problem-solver and success partner: the person they turn to for everything from technical implementation to strategic optimisation. You combine strategic thinking with hands-on execution, working across onboarding, training, account management and support to drive adoption, satisfaction and retention.

Your work directly impacts customer success, product improvement and company growth as we expand into the UK market.

• Design and execute structured onboarding programmes including kick-off, solution design, technical implementation, go-live and hypercare for all UK customers

• Deliver internal and external training sessions to ensure proficient platform usage and alignment with best practices

• Standardise onboarding processes, learning materials and templates to ensure efficiency, repeatability and quality

• Track onboarding success metrics (time-to-go-live, CSAT, hypercare outcomes, training completion rates) and continuously identify improvements

• Contribute to first-line support through Intercom and other channels, ensuring SLA compliance

• Create and maintain help articles and documentation in the help centre in English

• Handle escalations and ensure effective communication and resolution during critical issues

• Analyse support trends and recurring issues to drive self-service improvements and product feedback

• Act as THE voice of UK customers within Zero Friction, bridging Customer Success, Product, Sales, CSO and Engineering teams

• Ensure smooth handovers between onboarding, BAU operations and support

• Maintain a close feedback loop with Product by consistently relaying customer insights from the UK market

• Support analysis and testing of new or improved features
  

• Experience working with district heating, community energy, or utility billing systems

• Knowledge of UK energy regulations and heat network standards

• Additional European language skills (French, Dutch, or German)

• Experienced in managing complex customer journeys from onboarding through BAU operations in a client-centric SaaS environment

• Strong project management skills: you can structure complex processes, manage multiple initiatives simultaneously and meet deadlines without compromising quality

• Excellent communication and facilitation skills; comfortable leading training sessions, managing escalations and coordinating stakeholders

• Proactive problem-solver with a customer-centric mindset: you anticipate needs and deliver premium experiences

• Analytical mindset: you track KPIs, identify patterns in support data and continuously improve processes

• Team player who thrives in cross-functional collaboration

• Results-driven and detail-oriented: you balance strategic thinking with hands-on execution

• Adaptable and comfortable with shifting priorities in a fast-paced scale-up environment