SMB Customer Success Manager - Launch Team

SMB Customer Success Manager - Launch Team

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SourceWhale is the leading Business Development and Headhunting Platform for increasing conversations, whilst making recruiters’ lives better through enabling them to do more with less. We integrate with everything that recruiters use day to day - CRM’s, emails, data providers, LinkedIn - and with our best-in-class product, we are on a mission to be a leader in the Recruitment Technology space.

Why Us?

We’re a team of seriously talented, positive individuals and we invest heavily in our people - you won’t feel like a number here!

We’re proud to have been named one of The Sunday Times Best Places to Work in 2025, a reflection of our commitment to building a people-first culture and supporting career growth at every level.

This is an opportunity to join an agile tech startup that is growing faster than any other company in our space. We are completely profitable and have built an incredible product - just see our G2 reviews!

As our SMB Launch Manager, you’ll play a crucial role in delivering a world-class onboarding and technical setup experience for our SMB customers, ensuring they’re set up for long-term success with SourceWhale. You’ll report directly into our Global Customer Success Team Manager, collaborating closely with Customer Experience, Product and Tech teams.

You will be working with our Community SMB businesses, working closely with users and decision-makers and founders to drive adoption, resolve technical challenges, and guarantee an onboarding experience that enables strong engagement throughout the customer journey!

Day in the Life

Customer Onboarding & Technical Integration:

• Run an Account Plan to confirm goals and strategy for the client.
• Lead technical setup meetings, including initial login, CRM integrations, API connections, and workflow configurations to ensure seamless product implementation.
• Work closely with customer IT teams and administrators to troubleshoot and resolve technical setup challenges, ensuring smooth integration with existing systems.
• Provide access to our live training sessions and conduct workshops to identify any blockers along the onboarding journey.
• Ensure CRM integrations and automation are configured at the start of their journey, to ensure they are able to self manage their account for the rest of their Customer Journey.
• Execute SMB onboarding process and utilise proactive outreach to ensure outcomes and experience, ensuring facilitation into the Experience Team.

Technical Support and Ongoing Adoption Enablement:

• Serve as the secondary escalation point for any technical issues arising from the Experience Team.
• Maintain continuous communication with internal teams to promptly escalate and address key customer concerns, ensuring that technical barriers are removed early.
• Facilitate a smooth transition to the Customer Experience team after the onboarding period, clearly managing expectations for the remainder of their Sourcewhale journey.
• Organize and lead technical onboarding webinars and in-depth integration workshops to assist customers in optimizing their use of Sourcewhale.

Who You Are

• Experience managing customer onboarding and technical implementation within SaaS business or a recruiter with technical acumen looking to pivot into CS.
• Confident managing high-volume SMB onboarding and technical implementations.
• Technically savvy - comfortable with CRMs & integrations or a strong willingness to learn.
• Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences and engage with senior stakeholders.
• Highly organised and proactive.
• Strong listening and problem solving skills.
• Ability to work cross-functionally in a fast paced startup environment.

What Sets You Apart

• Experience in RecTech/SalesTech or similar SaaS startup space.
• Previous Recruiting experience would be a plus.
• Familiarity with recruitment CRMs, ATS's & recruiting tools.
• Independent self-starter - takes ownership and drives impact.
• Strong technical acumen.

What’s In It For You

At SourceWhale, we champion a culture built on transparency, trust, and flexibility. Open communication is our norm, and everyone’s voice truly matters.

We offer a flexible work model, allowing you to choose between office and remote work, recognizing the uniqueness of each individual's preferences. Collaboration is key, whether in the physical office, a company meetup or virtually. We're committed to continuous improvement, actively seeking feedback and encouraging innovation.

We completely understand the importance of work-life balance and truly care about our employees offering the following benefits:

• 25 days holiday (not including public holidays).
• Equity - we value everyone's contributions and offer equity in SourceWhale!
• Macbook + any extra tech or software necessary for your role.
• Flexible business with flexible working arrangements.
• Income Protection Insurance.
• Extended mental health cover and Employee Assistance Programme (EAP).
• Compassionate leave policy.
• Monthly social events.
• First hand experience of an early stage startup - huge ability to make an impact!

We encourage you to apply even if you feel like you don’t meet all the criteria as you may be a match for this or other roles here at SourceWhale! Fancy making big waves at SourceWhale? Apply below!

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Training, Education, and Customer Service

• Industries

  Software Development

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