Position: Customer Experience Manager (Onboarding Manager - SaaS)
Location: Talbot Green nr Cardiff (free parking onsite) with hybrid working available (up to 2 days home working per week)
Salary: Up to £50,000 + annual bonus of up to 5%
Hours: 37.5 hpw, Monday to Friday shifts between 8.00am and 6pm.
What’s in It for You?
- Hybrid working – 3 days office, 2 days home.
- 25 days holiday + bank holidays (+ option to buy more).
- Company pension & life assurance.
- Health cashback plan & Employee Assistance Programme.
- Shopping discounts.
- Free parking, breakfast, tea, coffee & soft drinks.
- And loads more!
We're looking for a strategic Customer Experience / Onboarding Manager to lead a super experienced customer experience team, delivering a seamless onboarding journey for SaaS customers. You’ll join an established tech business based in Talbot Green, which has a superb company culture with great staff engagement, who really look after their people teams. They offer defined long-term development and progression plus a host of great employee perks.
What You’ll Do:
- Design and improve the onboarding process for a self-serve SaaS model.
- Create helpful content – videos, guides, and in-product support.
- Reduce customer queries by improving self-service options.
- Use CRM data to enhance contact centre performance and customer experience.
- Work with sales, tech support, and finance to optimise the customer journey.
- Lead and coach a team of 6 in a fast-paced customer onboarding environment.
What You’ll Need:
- Experience as a Customer Experience Manager / Onboarding Manager or similar.
- Ability to create and optimise onboarding processes
- Strong leadership & communication skills.
- Experience with SaaS products and CRM systems beneficial.
- Passion for customer success and driving engagement.
Sound like the role for you? If you’d like to apply for this Customer Experience Manager role near Cardiff, send Jomo your CV today.