About us

Unique: IQ are a forward-thinking, innovative software systems provider working predominately in the care sector.

At the heart of everything we do is our customers and providing systems and services to ensure they are able to provide the highest level of care to their clients.

Based at our prestigious offices in Sambourne, Redditch, with a backdrop of rolling countryside, we are an ambitious and rapidly expanding team who loves innovating and making people’s lives easier with technology.

We are now looking for an experienced Customer Success Manager to join our Operations Team to assist in providing an outstanding experience to our new and existing portfolio of clients.

Who are we looking for?

  • A customer centric cultivator of relationships
  • High level of technical know-how within a SaaS environment
  • Detail orientated with an analytical brain
  • “Can-do” attitude and willingness to learn
  • Confident decision maker 
  • A passion for providing award-winning customer service

Job Description

  • Work to provide a successful on-boarding process for new clients including on site, remote training and implementation to ensure maximum engagement
  • Manage and nurture relationships at all levels within a portfolio of clients 
  • Managing all contact relating to daily operational activity, which will involve responding to all incoming enquiries and managing client expectation
  • Define and implement a pro-active communication plan for represented customers to ensure retention and customer satisfaction
  • Implement and manage improvement plans as a result of Customer Experience Surveys (CES)
  • Provide point of escalation for customer issues, owning the issue and driving plans for swift resolution
  • Provide technical support to a portfolio of clients ensuring customer expectations are met and exceeded
  • Co-ordination and management of multiple projects 
  • Work with Operations Team to provide up-sell and cross-sell opportunities within portfolio of clients 
  • Pro-actively work with clients to understand business and operational requirements and work with development and Product teams to build new features to enhance our product offering and user experience


  • At least 3 years in a technical customer support role within a SaaS environment (Essential)
  • Attention to detail (Essential)
  • Good communication skills and administrative follow up (Required)
  • Ability to multi-task (Required)
  • Interest in IT and new technologies (Essential)
  • Problem-solving and analytical skills (Essential)
  • Experience in the care sector (Desirable)


  • Competitive Salary
  • Ongoing professional and personal development opportunities
  • Supportive and inclusive company culture
  • Opportunity to make a meaningful impact in the care sector
  • We do not believe that anyone should work on their birthday, so have the day off on us!  It it falls on a weekend, then take this whenever suits within that month period!
  • Perkbox – an employee benefit, perk, and wellness platform
  • Employee of the month as voted for by your peers, which includes a personalised gift based on what you enjoy most!

Application Process

To apply for this position, please submit your CV and a covering letter outlining your relevant experience and why you feel you would be a fantastic addition to our amazing team!

Apply here: Unique IQ Ltd Customer Success Manager | SmartRecruiters