Zero Friction

• Design and execute structured onboarding programmes including kick-off, solution design, technical implementation, go-live and hypercare for all UK customers • Deliver internal and external training sessions to ensure proficient platform usage and alignment with best practices • Standardise onboarding processes, learning materials and templates to ensure efficiency, repeatability and quality • Track onboarding success metrics (time-to-go-live, CSAT, hypercare outcomes, training completion rates) and continuously identify improvements • Be the primary operational contact for assigned UK SaaS customers, ensuring they achieve maximum value from the platform • Monitor account health, usage metrics and customer satisfaction indicators (NPS, health scores, churn risk) • Proactively manage relationships, anticipate needs and drive usage optimisation • Gather and communicate feature requests, process improvements and operational insights to Product and internal teams • Support renewals, identify growth opportunities and maintain accurate account documentation • Contribute to first-line support through Intercom and other channels, ensuring SLA compliance • Create and maintain help articles and documentation in the help centre in English • Handle escalations and ensure effective communication and resolution during critical issues • Analyse support trends and recurring issues to drive self-service improvements and product feedback • Act as THE voice of UK customers within Zero Friction, bridging Customer Success, Product, Sales, CSO and Engineering teams • Ensure smooth handovers between onboarding, BAU operations and support • Maintain a close feedback loop with Product by consistently relaying customer insights from the UK market • Support analysis and testing of new or improved features