Customer Success & Support Consultant - SaaS

About the Role

This role sits at the intersection of Customer Success and Application Support.

You’ll work closely with customers day-to-day, helping them get the most value from a bespoke, customer-facing platform. Rather than high-volume ticket churn, the focus is on ownership, relationships, onboarding, training and solving problems properly.

You’ll onboard new users, provide training, support application questions, and partner with customers proactively to ensure long-term success.

The technical side of the platform can be taught - what matters most is customer mindset, curiosity, and accountability.

Full product training is provided, with a realistic 3–6 month ramp-up to become confident and independent.

Key Responsibilities

• Provide day-to-day support for customers using the platform

• Investigate and resolve application issues end-to-end

• Onboard and train new users

• Act as a trusted point of contact for assigned customer accounts

• Proactively check in with customers to improve adoption and outcomes

• Own issues through to resolution with clear communication

• Partner with internal Dev/Product teams to escalate and solve problems

• Help improve documentation, processes, and customer experience

What We’re Looking For

This role is ideal for someone who enjoys working directly with customers and taking ownership, rather than sitting behind a queue.

You’ll bring:

• A strong customer-first mindset

• Clear, calm communication

• Personal accountability and follow-through

• Curiosity to understand how a product works

• Confidence troubleshooting and problem solving

• Ability to learn new systems and become an SME over time

Technical depth is helpful but not essential -  we can train the product.

Backgrounds That Fit Well

• Customer Success / Customer Support (SaaS or software products)

• Application or Product Support

• Technical Support for bespoke or internally built systems

• Onboarding / Implementation specialists

• NOT pure high-volume helpdesk or call-centre roles

Why Apply

• Work closely with customers and see the impact of your work

• Low ticket volume, high ownership environment

• Strong training and development

• Be part of a tight-knit team where quality > quantity

• Growing company with exciting tech