Customer Success Manager - Housing
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Job Description
Please note - this role will be remote or hybrid working, subject to the successful applicant's location in line with company policy
Key Responsibilities
Accountable for the full solution specific to the customer
• Understand how all parts of the system work together
• Ensure decisions in one area do not cause problems elsewhere
• Take responsibility for overall solution coherence
Make and own design decisions
• Be the accountable owner for cross‑module decisions
• Resolve solution conflicts between teams, modules, or requirements
• Make clear recommendations and take ownership of outcomes
Ensure consistency across modules
• Check that the different parts of the system are set up in a consistent way
• Identify and address solution issues early before they become major problems
• Prevent conflicting configurations across modules
Translate business policy into system behaviour
• Work with customers to understand policies and requirements
• Ensure those rules are applied correctly and consistently in the system
• Highlight risks where policy and system design don’t align
Provide leadership to customers and teams
• Act as the main functional authority for complex issues
• Support senior customer conversations and decisions
• Help explain complex topics in a simple and clear way
Assure delivery quality
• Ensure testing covers real end‑to‑end scenarios
• Help decide if the solution is ready to go live
• Focus teams on resolving the most important issues
Key Capabilities
• Able to think end‑to‑end across the whole solution
• Comfortable making decisions and taking ownership
• Able to simplify complex problems for others
• Confident to challenge and manage trade‑offs
• Understands how Operations, Policy, and System configuration
fit together
Success Measures
• Clear ownership of design decisions
• Reduced rework and cross‑module issues
• Fewer escalations
• Increased customer confidence
• Less dependency on individual knowledge holders
Requirements
Function: Information Technology
Experience Level: Mid-Senior Level