Dayshape

Customer Success Manager

• Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, primarily in the US
• Build a detailed understanding of the customer’s organization to develop and maintain strategic account plans, identifying opportunities for ARR growth, renewal or adoption risks, relationship expansion, executive engagement, and strategies to improve customer satisfaction
• Own the commercial relationship with the customer including hosting QBRs and using these to discuss key opportunities relating to upcoming renewals, expansions or additional countries that may require Dayshape’s services
• Create, maintain and distribute monthly status reports, health scores and other key metrics
• Manage stakeholders throughout the customers organization, ranging from super users, product owners, resource managers, and C-suite (including CIO)
• Monitor and encourage product usage, proactively identifying where to provide training or resources to increase adoption and help customer stakeholders to measure their ROI
• Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals
• Participate during Dayshape implementation, working closely with the Professional Services team
• Provide regular training sessions, webinars, or workshops to customers to ensure they are maximizing their use of Dayshape and to showcase new features
• Align internal resources to drive outcomes with your customers, including stakeholders in Product, support, and operations
• Provide a feedback loop to our Product department to help them better understand customer needs and shape the roadmap accordingly, ensuring our enhancement backlog is appropriately prioritized and representative of the needs of all our customers
• Proactively communicate any changes or product updates to the customer and collect and share feedback as the voice of the customer within Dayshape

Senior Enterprise Customer Success Manager

Operations

• Own the operational performance of our Azure environments (Dev, QA, Stage, Prod)
• Ensure high availability, redundancy, and performance using Azure-native tools
• Manage integration runtimes and linked services
• Implement and maintain monitoring, alerting, and logging systems
• Drive automation across deployment pipelines and operational workflows
• Maintain and evolve infrastructure documentation and runbooks
• Enforce security best practices including MFA, time-based access controls, and role-based access
• Ensure compliance with ISO27001, SOC 2, and other relevant standards
• Manage responses to vendor security questionnaires and client-facing security documentation
• Partner with Engineering, Product, and Support teams to resolve incidents and improve platform reliability
• Support team scaling and rebalancing initiatives
• Lead incident response and root cause analysis for outages or performance issues
• Maintain SLA commitments and communicate service availability metrics
• Monitor and optimise Azure spend across environments
• Manage relationships with cloud service providers and ensure contract compliance
• Support the career development of the current team running and updating our service
• On-Call support rota management
• Weekly 1:1s with team members
• Hiring for team needs

Head of Live Service Operations

Project Manager

• Steer customer implementation projects to a successful conclusion, driving a small team of engineers and implementation consultants.
• Ensure effective collaboration and a unified customer experience across stakeholders.
• Act as an internal escalation point and mentor less experienced team members.
• Define, refine and embed standard processes and tools for Dayshape implementations and create off-the-shelf process documentation.
• Coordinate and present requirements gathering and configuration workshops to understand client processes.
• Create Statements of Work, including detailed implementation plans with effort, cost and timelines.
• Serve as primary point of contact between the client and Dayshape, attending regular update calls.
• Manage customer expectations, timelines, budgets, and scope, following a change control process.
• Create project status reports tracking timelines, dependencies and risks; use Dayshape software to manage project financials.
• Coordinate with Finance to raise invoices for changes and work closely with product and engineering to ensure development deliverables are fit for purpose.
• Manage data migration with implementation consultants and coordinate planning and delivery of customer training.
• Hand over the relationship to Customer Support and Account Management after successful implementation.
• Travel to customer sites (US/international), potentially up to four visits per project.

Product Marketing

• Act as a conduit between product and our commercial teams to ensure our product is showcased to best effect to prospects and customers.
• Market research: conduct win/loss reviews, customer interviews and analyst relations.
• Messaging development: Create and maintain compelling, differentiated value propositions and product messaging for new and existing markets and features.
• Competitor intel: Collate, analyse and disseminate information to the business
• Work with marketing leadership to develop the product marketing strategy and plan, including new product launches where required.
• Create engaging product marketing content in appropriate formats suitable for a range of channels that showcases Dayshape’s USPs.
• Manage our presence on relevant software review sites globally to ensure they are maximized to help attract inbound leads.
• Sales enablement: Work with the commercial teams and broader marketing team to develop content that supports quality commercial conversations.
• Marketing performance analysis: Monitor and report on product marketing initiatives make recommendations for improvement.
• Act as a brand guardian, ensuring all material/collateral remains on brand and on message.
• Budget and agency management where required.

Product Marketing Manager

Data Analyst

• Work alongside Product Data Analyst and Engineering to extend Dayshape analytics solution
• Develop mechanisms to obtain customer analytics with Product and Engineering
• Create, develop and maintain customer-facing reports, dashboards and insights identifying trends, risks and opportunities
• Connect with stakeholders and customers and deliver presentations on the narrative of the data
• Identify opportunities to improve customer experience, streamline service delivery and optimise outcomes through data-led recommendations
• Collaborate with internal teams to turn data insights into product and business improvements
• Support Marketing and Sales with relevant data for marketable messaging and value propositions
• Assist in development of KPIs across breadth, depth, usability, frequency and sentiment measurements
• Deep dive into customers use of Dayshape application and uncover insights regarding their business performance to drive customer success and growth strategies
• Share insights via intuitive dashboards and reports
• Work closely with Product, Engineering, Customer Success, Sales, Marketing and Support

Senior Enterprise Customer Success Manager

Head of Live Service Operations

Project Manager

Product Marketing Manager

Customer Data Analyst