At Drax Technology, we don’t just deliver cutting-edge compliance and safety technology — we ensure every step of the customer journey runs like clockwork. As we continue to grow, we’re looking for a detail-driven, proactive Customer Success Manager to keep the cogs turning behind the scenes. Based in our Letchworth office, you’ll be the operational link between Sales, Projects, and Support — making sure quotes go out fast, invoices get followed up, hardware ships on time, and customer support stays top-notch. If you thrive in fast-paced environments, love solving problems before they arise, and can juggle projects, people, and priorities all at once — this is your chance to play a pivotal role in a business that’s transforming the built environment.
Job Title: Customer Success Manager
Location: Letchworth (Office based)
Department: Sales
Reports To: Product Director
Employment Type: Full-Time
Salary Range: £30,000 – £40,000 per annum, depending on experience
About the Role:
We’re looking for a highly organised and tech-savvy Customer Success Manager to support our fast-paced hardware and software technology business. In this role, you'll be the operational glue between sales, projects, and support, ensuring quotes are delivered quickly, invoices are followed up on, and active contractual projects run on schedule.
You’ll coordinate with internal teams to make sure the right people are scheduled, hardware is shipped on time, software deliverables are aligned and that our customers are always supported within our committed SLAs.
Key Responsibilities:
• Quote Management: Handle inbound quote requests and prepare accurate quotes for hardware, software, and service bundles.
• Invoice Follow-Up: Track and follow up on outstanding invoices to ensure timely payments.
• Project Coordination:
o Monitor and support the timely delivery of active contractual projects.
o Schedule internal staff (e.g., installers, engineers) based on project timelines.
o Coordinate with manufacturers to ensure hardware is ordered and shipped on time.
o Work with the software team to ensure licenses, integrations, and custom deliverables are deployed as promised.
• Customer Support Oversight:
o Ensure customers are maximising the benefit of their support contracts.
o Collaborate with the support team to monitor open customer support cases.
o Ensure all cases tied to active contracts are resolved within SLA.
o Escalate and follow up on priority issues that could impact project delivery or customer satisfaction.
• Cross-Team Collaboration: Serve as a communication hub between Sales, Operations, and Support to keep all moving parts aligned.
• Documentation & Reporting: Maintain accurate logs in CRM and project toolsincluding quotes, invoices, project timelines, and support ticket tracking.
What You’ll Bring:
• Experience in sales support, project coordination, or operations, preferably in a technology-driven or service business.
• Excellent organisational and communication skills, with a strong attention to detail.
• Comfortable working across teams to keep projects and cases on track.
• Proficiency in CRM systems, quoting and scheduling tools, and Microsoft 365.
• A proactive, solution-focused mindset and ability to manage multiple priorities at once.
Bonus Points For:
• Experience with support ticketing systems.
• Familiarity with SLAs and how they impact customer satisfaction.
• Background in tech, B2B environments, or hybrid hardware/software companies.
• Knowledge of inventory management and shipping logistics.
Why Join Us?
You’ll be part of a dynamic technology company delivering powerful hardware and software solutions that are transforming the built environment. This is a hands-on, high-impact role that connects all the dots behind the scenes to make sure our customers have an exceptional experience from quote to delivery, and ongoing support.
To apply, simply send over your CV to info@draxtechnology.com
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