Client Success Manager (SaaS)

<p class="MsoNormal"><strong>About dss+</strong></p><p class="MsoNormal">At dss+, you don’t just deliver projects - you help save lives, improve performance, and build a more sustainable future.</p><p class="MsoNormal">We are a purpose-led global consultancy partnering with organisations in high-risk and asset-intensive industries to solve complex operational challenges across safety, operational excellence, and sustainability.</p><p class="MsoNormal">We combine deep expertise, practical problem-solving, and digital innovation to deliver measurable and lasting impact for our clients.</p><p class="MsoNormal" style="min-height: 1.7em;"></p><p class="MsoNormal"><strong>Why This Role</strong></p><p class="MsoNormal">This role offers the opportunity to work at the intersection of consulting, digital solutions, and client success, supporting the adoption and impact of SaaS-based transformation initiatives.</p><p class="MsoNormal">You will own the post-sale customer lifecycle, ensuring successful onboarding, driving adoption, and delivering measurable value outcomes — while acting as a key link between clients, product, and delivery teams.</p><p class="MsoNormal" style="min-height: 1.7em;"></p><p class="MsoNormal"><strong>Your Impact at dss+</strong></p><p class="MsoNormal">You will play a key role in ensuring the success of SaaS-enabled transformation programmes, working closely with clients to translate business goals into measurable outcomes.</p><p class="MsoNormal">You will manage onboarding, adoption, and retention activities while ensuring high-quality execution, strong stakeholder engagement, and continuous feedback into product and delivery teams.</p><p class="MsoNormal" style="min-height: 1.7em;"></p><p class="MsoNormal"><strong>Key Accountabilities</strong></p><ul><li><p>Own end-to-end onboarding of SaaS clients, from post-sale handover to successful go-live</p></li><li><p>Define, track, and report on customer success metrics including time-to-value, adoption, and retention</p></li><li><p>Develop and manage customer success plans aligned with client business objectives and KPIs</p></li><li><p>Act as the primary point of contact for clients, building strong relationships and ensuring high satisfaction</p></li><li><p>Manage and priorities client requests through JIRA, ensuring SLA adherence and effective resolution</p></li><li><p>Coordinate with Product, Engineering, and Support teams to resolve issues and drive continuous improvement</p></li><li><p>Lead governance forums (weekly/monthly), including performance reviews, roadmap alignment, and risk management</p></li><li><p>Identify opportunities for automation and process optimisation, leveraging digital tools and AI capabilities</p></li><li><p>Translate customer feedback into actionable insights for product development and enhancement</p></li><li><p>Prepare high-quality client deliverables, including reports, dashboards, and executive presentations</p></li><li><p>Ensure quality assurance of configurations and deliverables prior to release</p></li><li><p>Support training and enablement for clients and internal teams</p></li></ul><p class="MsoNormal" style="min-height: 1.7em;"></p><p class="MsoNormal"><strong>What You’ll Experience at dss+</strong></p><p class="MsoNormal"><strong>Deliver on our Purpose</strong> Be part of a values-led organisation where your work helps save lives, improve performance, and advance sustainability for our clients and their people.</p><p class="MsoNormal"><strong>Develop your Trusted Expertise</strong> Gain early autonomy and real accountability, working closely with senior clients on complex, high-impact challenges.</p><p class="MsoNormal"><strong>Thrive in a Culture of Respect</strong> Join an inclusive and collaborative environment where your voice is valued, your curiosity is encouraged, and your wellbeing is supported.</p><p class="MsoNormal"><strong>Shape your Career</strong> Accelerate your development through hands-on experience, structured learning, and opportunities to work on international projects.</p><p style="min-height: 1.7em;"></p>