Senior Customer Success Manager (Onboarding) | Project Management Skills

About the Company:
At ShiftCare, our Customer Success Managers play a pivotal role in optimising workflows, analysing customer trends, and driving continuous improvement in the customer experience.

We’re looking for a Senior Customer Success Manager who has hands-on experience leading customer onboarding and who also brings formal project management capability, gained from managing complex initiatives for large enterprise customers.

Responsibilities:

• Lead end-to-end implementation of the Dot Compliance eQMS solution, including project planning, scope definition, scheduling and delivery oversight.
• Act as the primary point of contact for customers during project execution, managing communications and expectations.
• Provide training, coaching and mentorship to help customer stakeholders develop their quality management system knowledge
• Coordinate with technical consultants, validation specialists, and product teams to ensure deliverables meet quality and regulatory standards.
• Conduct project governance meetings, track milestones, and report on progress and risks to both internal and client stakeholders.
• Demonstrated ability to manage multiple projects and priorities simultaneously.

• 4+ years’ experience in Customer Success or Onboarding roles within SaaS or technology environments.
• Demonstrated project management experience is essential, gained from leading or owning complex initiatives.
• Proven experience working with large enterprise or highly complex customer accounts.
• Strong ability to manage multiple stakeholders, priorities, and parallel workstreams.
• Highly organised, detail-oriented, and comfortable operating in structured delivery environments.
• Track record of driving successful onboarding outcomes while delivering projects to plan.