Technical Customer Success Manager

Technical Customer Success Manager

Laiier

Location: London E2, UK

Workplace type: Hybrid, 3 days / week in office

Compensation: £60,000 - £80,000 / year

About Us

LAIIER is an international technology startup, growing rapidly (5X in two years) revolutionizing leak detection for commercial buildings and industrial facilities. Our smart, printed sensors provide real-time monitoring for water and hydrocarbon leaks, preventing costly damage, downtime, and insurance claims.

We’re already working with global leaders from various sectors including industrials and commercial real estate, proving that our tech solves real problems at scale. Our devices are deployed every week and our revenue has grown exponentially over the last two years with significantly more forecast!

We’re backed by top investors and recently closed our second VC-backed investment round.

This is a chance to be part of a fast-growing, venture-backed, international startup solving a massive, high-impact problem. You’ll be working with cutting-edge tech, a killer team, and major industry players, making a real difference in the way buildings and infrastructure are monitored.

We’re looking for an incredible Customer Success Manager from a tech background, who demonstrates both technical and commercial acumen. You’ll be confident in engaging with our clients in person, explaining our technology, training end-users and problem-solving when necessary. As such, your communications skills will be impeccable, you’ll be adept at understanding new technology quickly and liaising with external stakeholders at all levels.

About The Role

The Technical Customer Success Manager will play a vital role in ensuring LAIIER’s innovative solutions deliver maximum value to our customers. Acting as the primary technical liaison, you will manage the full customer journey, from onboarding and implementation to long-term relationship building and value realization. This role combines hands-on technical expertise with exceptional customer engagement skills to ensure our customers thrive with LAIIER’s solutions.

You'll be the voice of the customer within our organization, ensuring their needs, challenges, and goals are understood and addressed. You’ll act as a trusted advisor, working closely with customers to ensure they achieve success with our solutions while advocating for their feedback and priorities across internal teams. Your role will be to bridge the gap between the customer and our product, support, and leadership teams, helping to shape our offerings to better serve their needs and deliver exceptional value.

Based in East London, UK, the role is hybrid, requiring three days in the office, and involves regular travel across the US and EU (probably around once every 8 weeks) to support installations, attend customer meetings, and represent LAIIER at key industry events.

Key Responsibilities

1. Customer onboarding & support
   • Manage end-to-end customer onboarding, ensuring seamless deployment of LAIIER’s solutions.
   • Conduct hands-on installations and provide product demonstrations, building deep expertise in our technology.
2. Relationship management & value delivery
   • You are the customer's primary advocate at LAIIER!
   • Act as the primary technical point of contact for customers, addressing queries, troubleshooting issues, and ensuring their success.
   • Develop tailored success plans and monitor performance metrics such as ROI, uptime, and leak prevention success rates.
   • Monitor customer health and satisfaction metrics including customer engagement and activity.
3. Technical expertise & continuous improvement
   • Provide feedback to product and engineering teams to enhance offerings and customer experience.
   • Document best practices and contribute to customer-facing resources like FAQs and training guides.
4. Supporting sales in upselling & account expansion
   • Identify opportunities for account expansion by understanding customer needs and sharing insights with the sales team.
   • Collaborate with the sales team to provide context and technical insights that support upselling or cross-selling initiatives.
5. International representation
   • Travel across the US and EU to support installations, attend trade shows, and represent LAIIER in customer meetings and industry events.
6. CRM & collaboration
   • Maintain accurate records of interactions and progress in our CRM (HubSpot) and collaborate closely with sales, engineering, and marketing teams.

Skills, Knowledge, & Expertise

Technical expertise

• Experience using a CRM is required; experience with HubSpot is a plus.
• Strong proficiency in IoT, cloud platforms, and device integration.
• Familiarity with LoRaWAN technology and LAIIER’s solutions is a plus.
• Comfortable in learning new technologies.

Customer-focused approach

• Proven ability to build and maintain relationships with diverse stakeholders.
• Previous experience in customer success, technical support, or sales roles in IoT, SaaS, or related fields.

Communication & problem-solving skills

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Strong analytical and problem-solving skills to address and resolve complex issues.

Self-starter with organizational skills

• Highly motivated, proactive, and able to thrive in a fast-paced, entrepreneurial environment.
• Skilled at managing multiple tasks, prioritizing effectively, and meeting deadlines.

Education

LAIIER leans into someone's experience, not their education. A degree is not a prerequisite for this role. If you have a Bachelor's degree in Engineering, Computer Science, or a related technical field we would view that as a positive, especially for less-experienced candidates.

Benefits

Joining LAIIER offers the opportunity to work at the forefront of innovation in leak detection technology. Here’s what you can look forward to:

• Exceptional team: Work alongside a multidisciplinary team of engineers, product experts, and business leaders driving innovation in IoT and sustainability.
• Competitive package: Enjoy a competitive salary, employee share scheme, and annual salary reviews.
• Generous time off: Benefit from 28 days of paid holiday, plus an additional break during the Christmas shutdown.
• Flexible working: Experience a hybrid work model tailored for work-life balance.
• Development opportunities: Receive an annual development budget of £1,500–£2,500 to grow your skills and career.
• Support for commuters: Access interest-free loans for train season tickets or participate in the cycle-to-work scheme.
• Parental support: Take advantage of enhanced parental leave policies, ensuring a smooth transition to and from work.
• Health and wellness: Contribute to a pension plan with up to 3% company contributions.
• Workplace perks:
• Enjoy a pet-friendly office with fantastic canine colleagues.
• Celebrate your birthday with a team lunch and a personalized cake.
• Participate in regular social events and cultural activities.
• Collaborate in an open, dynamic, and supportive work environment.