Customer Success Manager

Role: Customer Success Manager

Location: London (hybrid with occasional on-site visits in the UK)

About Route Reports
Route Reports builds cutting-edge devices and software for inspecting roads, railways, and airports. We empower infrastructure teams with real-time data and analytics to keep infrastructure safe and costs down. Our AI hardware and software solution is market-leading in the UK, and we work with clients like Network Rail, Gatwick Airport, Essex Highways, Surrey County Council, and many other large infrastructure operators in the UK and the US.

The Opportunity
We're seeking a hands-on Customer Success Manager to own deployments of our devices and nurture existing accounts toward expansion. You'll coordinate logistics, guide technical onboarding, troubleshoot issues, and identify growth opportunities.

Key Responsibilities

• Manage device installations: scheduling, on-site coordination, handoffs to engineering

• Lead software setup and user training sessions (remote and in-person)

• Serve as primary day-to-day contact for assigned customer portfolio

• Resolve technical escalations quickly and proactively

• Monitor adoption metrics; drive usage campaigns and identify growth opportunities

• Collaborate with Sales and Engineering to prioritise feature requests
  

What We're Looking For

• 2-5 years in SaaS/hardware implementation, customer success, or technical account management

• Strong project coordination and stakeholder management skills

• Excellent communication and problem-solving abilities

• Comfortable with occasional travel and hands-on fieldwork

• Passion for delivering exceptional customer experiences
  

Working at Route Reports

• This role is hybrid, with occasional travel around the UK for customer visits. We have an office in Battersea Power Station, and WeWork passes are available in 40 locations around London. Remote working is available.

• 25 Days PTO (not including Bank Holidays) + your birthday off.

• We provide a Personal Development Budget: £1000 annually towards any pre-approved learning opportunity.

• We host regular team social events (including team members flying to London from abroad)