Customer Success Manager ERP

Customer Success Manager Construction SaaS ERP Dynamics

To suit experienced Enterprise CSM with a background in hands on ERP systems configuration and implementation.

Location: Hybrid to Maidenhead, Berkshire. Or Hybrid to Newcastle Upon Tyne Office. To suit South East England or North East England based candidate close to Motorway Network.

Salary: Circa £65-70K + Bonus OTE 80K

Benefits: Fully comprehensive including over average leave, pension input, health and much more.

Value Added Recruitment is proud to work with this leading Construction Technology SaaS Vendor and established Great Place to Work, to hire a Customer Success Manager (From previous ERP Technical Background) to support enterprise customers using a leading construction-focused SaaS platform built on Dynamics 365.

This role sits at the intersection of customer success, technical consulting, and ERP delivery, making it ideal for someone who combines strong technical understanding with the ability to drive customer value and long-term adoption.

You will act as the primary technical advisor to customers, helping them optimise platform usage, resolve complex issues, and align their systems with business-critical construction and financial workflows.

The Role

As a Technical CSM, you will own the technical relationship across a portfolio of enterprise customers, working closely with stakeholders including CFOs, IT teams, system administrators, and commercial leads.

You ll play a key role in ensuring customers:

Successfully adopt and optimise the platform

Maintain strong technical health and performance

Align their internal processes with system capabilities

Realise long-term value from their investment

Key Responsibilities

Technical Customer Engagement & Enablement

Act as a trusted advisor across customer accounts

Understand customer workflows across finance, commercial, and project functions

Deliver technical enablement sessions, system health checks, and optimisation reviews

Support best-practice configuration aligned to industry use cases

Advanced Troubleshooting & Issue Resolution

Diagnose and support resolution of complex system and ERP-related issues

Analyse logs, system behaviour, and usage patterns to identify root causes

Work closely with support and engineering teams on escalations

Communicate technical concepts clearly to both technical and non-technical stakeholders

Implementation, Upgrades & Integration Support

Support ERP implementations, upgrades, and data migrations

Assist with UAT cycles, sandbox environments, and release readiness

Validate system configurations pre- and post-deployment

Ensure integrations and workflows function effectively in live environments

Proactive Customer Success & Technical Governance

Lead regular customer governance sessions, including:

Platform health reviews

Usage and adoption analysis

Workflow and configuration optimisation

Identify gaps in adoption and recommend improvements

Align customer technical roadmaps with product evolution

Cross-Functional Collaboration

Partner with Product, Engineering, Support, and Professional Services teams

Advocate for customer requirements and industry-specific needs

Support account growth by identifying technical opportunities and risks

Data, Insights & Customer Health

Monitor platform usage, adoption trends, and technical health indicators

Maintain accurate customer data and engagement records

Use insights to drive proactive engagement and risk mitigation

Skills & Experience

Essential

Experience in a technical, customer-facing role within SaaS, ERP, or technology environments (e.g. Technical CSM, Solutions Consultant, Implementation Consultant)

Strong understanding of ERP systems (experience with Microsoft Dynamics, NetSuite, SAP, or similar)

Ability to communicate complex technical concepts to a wide range of stakeholders

Strong analytical skills with experience interpreting usage data and system behaviour

Experience working cross-functionally with technical and commercial teams

Structured, organised approach to managing multiple customer relationships

Desirable

Experience with construction, engineering, or project-based industries

Knowledge of construction financial processes (e.g. project accounting, subcontract management, procurement)

Experience supporting enterprise software implementations or upgrades

Familiarity with system integrations, APIs, or middleware

Exposure to customer success tooling, health scoring, or adoption analytics

Why Apply?

Work in a high-impact, customer-facing technical role

Influence how enterprise customers adopt and scale critical systems

Collaborate across product, engineering, and commercial teams

Be part of a growing, specialised SaaS environment with strong long-term demand

Please apply now to find out more.