Ford Motor Company

Customer Success Manager

Ford Motor Company

full-time

Posted on:

Location Type: Hybrid

Location: Basildon • United Kingdom

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Tech Stack

IoT

About the role

  • Accountable for the continued success and support of >2K paying EU FPI Customers.
  • Oversee resolution of approximately 1,100 customer tickets per month, comprising 25% technical support queries and 75% account management requests.
  • Ensure quality and efficiency standards are maintained across both direct reports and functional support teams.
  • Monitor and optimize ticket resolution workflows, SLA adherence, and customer satisfaction metrics.
  • Manage non-marketing outage notifications and coordinate timely customer communications during service disruptions.
  • Develop and implement 2026 workflows and role definitions for new products, features and initiatives including Dealer Uptime Service, Vehicle Care Portal and Liive+ launches.
  • Drive de-siloing initiatives between all Ford Customer-facing and Dealer-facing teams to create unified customer experience pathways.
  • Drive strategic account management frameworks that support retention and expansion objectives.
  • Collaborate with Product, Sales, and Technical teams to influence product roadmap prioritization based on customer feedback and support trends.
  • Execute proactive churn mitigation strategies through data-driven health scoring and early intervention protocols.
  • Coordinate response protocols for negative Customer feedback, ensuring timely resolution and customer recovery.
  • Manage variable direct debit sign-up and late payment collection processes.
  • Support migration to new invoicing solutions, ensuring billing accuracy and customer satisfaction.
  • Lead customer-facing aspects of all FPI product & feature launches, ensuring smooth and quick adoption and minimal support escalation.
  • Drive Salesforce platform enhancements and Marketplace platform changes from a customer success perspective.
  • Establish feedback loops between customer insights and product development teams.
  • Provide direct line management to 2x Enterprise CSMs, including performance management, Ford OS Behaviour development, skills & capability building and career development.
  • Exercise functional oversight of Purchased Service team (Percepta), setting performance standards and fostering collaborative culture.
  • Balance operational execution demands with mentorship responsibilities and personal development of team members.
  • Foster a high-performance culture aligned with FPI's fast-paced, data-driven environment.

Requirements

  • Experience in Customer Success, Technical Support, Operations, or SaaS account management, ideally in a telematics, automotive, IOT, or data platform environment.
  • Strong leadership capability in fast-paced, scaling organisations.
  • Ability to translate strategy into actionable operational plans.
  • Deep customer empathy and a data-driven mindset.
  • Experience working with cross-functional teams (Product, Engineering, Sales, Dealers).
  • Excellent communication and stakeholder management skills.
  • Comfortable navigating technology, data insights, and complex workflows.
  • Degree qualification or equivalent professional experience.
  • Minimum 5 years of experience managing customer-facing teams in B2B environments.
  • Minimum 2 years of Ford Fleet & Business customer-facing experience with demonstrated understanding of commercial customer needs.
  • Fluency in English (written and verbal) for business communications.
  • Proven track record of managing operational performance metrics and driving continuous improvement.
  • Experience leading both direct reports and cross-functional or outsourced teams.
  • Strong analytical capabilities with experience using data to drive decisions and strategy.
  • Demonstrated ability to balance strategic thinking with hands-on operational execution.
  • Additional European language proficiency (German, French, Spanish, or Italian) is preferred.
  • Experience working within Ford National Sales Company (NSC) structures is preferred.
  • Background in SaaS, telematics, or data-driven product environments is preferred.
  • Familiarity with Salesforce or similar CRM/customer success platforms is preferred.
  • Experience managing vendor relationships or purchased service partnerships is preferred.
  • Track record of successful product launch support or customer onboarding at scale is preferred.
Benefits
  • The Company is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of race, religion or belief, sex, marriage and civil partnership, pregnancy and maternity, age, sexual orientation, gender reassignment or disability.
  • Pre-employment checks process includes a criminal record check in line with the Rehabilitation of Offenders Act 1974.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successtechnical supportoperationsSaaS account managementdata-driven decision makingperformance metrics managementchurn mitigation strategiesproduct launch supportbilling accuracyworkflow optimization
Soft Skills
leadershipcustomer empathycommunicationstakeholder managementanalytical capabilitiesstrategic thinkingmentorshipcollaborationproblem-solvingadaptability