Mid-Market Customer Success Manager
HubSpot
Technical Client Success Specialist
Vable
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as the first-line technical escalation for the Client Success team - validating and troubleshooting issues raised by colleagues or clients, and proactively identifying potential platform or content-related problems to escalate appropriately before they reach Engineering.
- Conduct issue validation and replication to identify whether the root cause relates to configuration, platform functionality, or content.
- Own all client-facing communication related to content sources, providing proactive updates, clear explanations, and timely responses to client requests, and occasionally assisting with content-related tasks to maintain understanding of technical processes and provide backup support when needed.
- Translate technical issues into clear, actionable updates for clients and internal stakeholders.
- Provide structured feedback loops between Client Success, including the content management team, and the Product and Engineering teams - sharing patterns and insights that help prevent recurring technical issues or highlight risks.
- Ensure troubleshooting steps and learnings are documented and shared - maintaining clear internal references and contributing to team knowledge and client-facing guidance where technical clarity is needed.
- Stay up to date with platform functionality and updates to ensure accurate troubleshooting, documentation, and client communication.
- Support and perform technical configurations such as Single Sign-On (SSO), Active Directory, or future API connections for new and existing clients.
Requirements
- 3–5 years of experience in a technical troubleshooting role within a SaaS or data-driven environment, ideally with exposure to client communication.
- A strong technical aptitude, with hands-on experience troubleshooting platform behaviour, data, or content delivery issues, and basic integrations in a SaaS environment.
- Excellent written and verbal communication skills, with the ability to explain technical issues clearly and empathetically to clients and internal teams.
- Experience in a client-facing role that involved technical troubleshooting or platform support (e.g., Customer Success Engineer, Technical Support Specialist, or Implementation Analyst).
- A problem-solving mindset, using structured thinking to investigate issues, identify patterns, and take initiative in moving problems toward resolution.
- Have a collaborative, values-driven approach, comfortable working across teams.
- The right to live and work in the UK
Benefits
- Real ownership: you’ll lead technical investigations and communication, not just pass things along.
- Visible impact: your work directly improves client experience, reduces escalations, and strengthens collaboration across teams.
- Flexibility: work remotely from anywhere in the UK within a supportive, results-oriented culture.
- Learning and development: dedicated learning time each month and an annual allowance to invest in courses, conferences, or other learning opportunities that support your growth at Vable.
- Meaningful work: contribute to a team that values problem-solving, collaboration, and delivering lasting client value.
- Wellbeing & benefits that actually mean something: competitive package, employee assistance resources, and a culture that cares about people, not just output.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingSaaSdata-driven environmentSingle Sign-On (SSO)Active DirectoryAPI connectionsplatform functionalitycontent deliveryissue validationconfiguration
Soft skills
written communicationverbal communicationproblem-solvingcollaborationstructured thinkingempathyinitiativeclient communicationfeedbackproactive updates
