Client Success Manager (SaaS)
Job Description
About dss+
At dss+, you don’t just deliver projects - you help save lives, improve performance, and build a more sustainable future.
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.
We combine deep expertise, practical problem-solving, and digital innovation to deliver measurable and lasting impact for our clients.
Why This Role
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.
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.
Your Impact at dss+
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.
You will manage onboarding, adoption, and retention activities while ensuring high-quality execution, strong stakeholder engagement, and continuous feedback into product and delivery teams.
Key Accountabilities
Own end-to-end onboarding of SaaS clients, from post-sale handover to successful go-live
Define, track, and report on customer success metrics including time-to-value, adoption, and retention
Develop and manage customer success plans aligned with client business objectives and KPIs
Act as the primary point of contact for clients, building strong relationships and ensuring high satisfaction
Manage and priorities client requests through JIRA, ensuring SLA adherence and effective resolution
Coordinate with Product, Engineering, and Support teams to resolve issues and drive continuous improvement
Lead governance forums (weekly/monthly), including performance reviews, roadmap alignment, and risk management
Identify opportunities for automation and process optimisation, leveraging digital tools and AI capabilities
Translate customer feedback into actionable insights for product development and enhancement
Prepare high-quality client deliverables, including reports, dashboards, and executive presentations
Ensure quality assurance of configurations and deliverables prior to release
Support training and enablement for clients and internal teams
What You’ll Experience at dss+
Deliver on our Purpose Be part of a values-led organisation where your work helps save lives, improve performance, and advance sustainability for our clients and their people.
Develop your Trusted Expertise Gain early autonomy and real accountability, working closely with senior clients on complex, high-impact challenges.
Thrive in a Culture of Respect Join an inclusive and collaborative environment where your voice is valued, your curiosity is encouraged, and your wellbeing is supported.
Shape your Career Accelerate your development through hands-on experience, structured learning, and opportunities to work on international projects.