Job Description

Position Overview

We are looking for a proactive and versatile

Customer Success & Training Manager

to join our team. This hybrid role combines customer success management with training and enablement. You will be responsible for ensuring our 3PL customers successfully onboard and adopt our proprietary logistics software, while also developing training programs that support both customer education and internal employee development.



This role is ideal for someone who thrives at the intersection of

customer relationships, SaaS adoption, and learning & development

.

Key Responsibilities

Own the customer journey from onboarding through to renewal, ensuring successful adoption of our proprietary logistics software and services. Design and deliver training programs (live sessions, e-learning, and guides) that enable both customers and employees to use our systems and processes effectively. Develop onboarding pathways for new customers and new hires, ensuring smooth adoption of technology, workflows, and compliance requirements. Act as a trusted advisor to customers, building strong relationships with stakeholders, understanding their business goals, and aligning our solutions to deliver value. Create scalable training resources (manuals, tutorials, knowledge base content) to support self-service learning and reduce reliance on one-to-one training. Monitor usage and adoption metrics to identify at-risk customers or under-utilised features, proactively addressing gaps with targeted training and success plans. Facilitate continuous learning by keeping both staff and customers up to date on product updates, new features, and process improvements. Collaborate cross-functionally with Product, Operations, and HR teams to ensure feedback loops inform product roadmap, internal training needs, and service improvements. Measure impact of training and success initiatives through customer satisfaction, retention, adoption rates, and employee performance improvements. Champion a culture of enablement by embedding learning and knowledge-sharing into both the customer and employee experience.

Requirements

3+ years' experience in

Customer Success, Training, or Enablement

(ideally in SaaS, logistics, or 3PL). Strong facilitation and presentation skills with the ability to engage technical and non-technical audiences. Proven ability to manage customer relationships, drive product adoption, and deliver training that impacts performance. Excellent communication, organisation, and problem-solving skills. Experience creating training content in multiple formats (guides, video, LMS, e-learning). Familiarity with CRM and customer success platforms (e.g. Salesforce, HubSpot).

Preferred Skills

Experience with

logistics, 3PL operations, or warehouse management systems (WMS)

. Knowledge of SaaS metrics (churn, NRR, customer health). Understanding of adult learning principles and instructional design methodologies. Ability to build blended learning programs that combine live sessions with self-service content.

What We Offer

Salary: Up to 40,000 per annum (FTE) - Dependent on experience Health cash plan Annual leave of 20 days plus bank holidays increasing with length of service In additional to annual leave entitlement, we provide your birthday off Company social events * Free parking