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Are you passionate about improving customer outcomes and ensuring high standards across every part of the customer journey? We’re looking for an Outcome Testing & Quality Assurance Partner to join our team and play a key role in strengthening our quality, compliance, and customer-centric culture. As a senior Quality Assurance specialist, you will assess the end-to-end customer experience using our full QA framework. You’ll provide meaningful, actionable insight that helps drive better outcomes and ensures we meet our regulatory responsibilities -particularly in line with FCA expectations and the Consumer Duty. This is a high-impact role where you will lead quality assurance monitoring and outcome testing across core processes, helping our teams make informed decisions that support both customers and the business. About us At Perch Group, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution. Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success. What will your day-to-day look like? Quality Monitoring • Complete monitoring activity based on automated scorecard exceptions. Outcome Testing • Support regulatory outcome testing across customer interactions., • Support innovation and projects / trials to improve and integrate outcome testing into all core processes., • Assess whether outcomes are aligned with the FCA’s Consumer Duty., • Identify indicators of poor customer outcomes and work with stakeholders to understand root causes., • Complete full end to end customer life-cycle reviews., • Where client contracts require specific Outcome Testing to be completed, ensure this is done aligned with client expectations., • Where applicable work with third parties to validate automated outcome testing results. Quality Assurance Partner • Act as a quality partner to operational teams, providing expert advice on compliance risks, quality performance, and customer treatment., • Work closely with Training, Compliance, Operations, and Complaints to embed a strong quality and outcome-focused culture., • Support calibration and continuous improvement efforts across QA frameworks and evaluation models., • Using data from reviews, identify and report on any RCA, CI or change opportunities Reporting • Produce clear, structured feedback on findings, trends, and recommendations., • Provide assurance reporting for internal and external audit purposes., • Track actions and verify improvements from past QA or outcome testing reviews. Who are we looking for? Required skills & experience • Experience in quality assurance, compliance, or risk within a regulated contact centre - preferably in financial services or debt collection., • Experience in Outcome Testing, • Excellent report writing and stakeholder engagement skills; confident in presenting findings and influencing action, • Strong understanding of FCA regulations including Consumer Duty, TCF, CONC, and vulnerable customer principles., • Skilled in evaluating multi-channel interactions (calls, digital, written) and using QA or analytics tools., • Ability to interrogate data and narrative evidence to assess customer outcomes and business conduct. The Application Timeline • A first stage video call with the internal talent acquisition team (15-minute call) If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications. Why you should be EXCITED to apply... • £32,000-38,000 DOE + up to 20% of your annual salary, paid as a bonus., • This role is hybrid and based at our Blackpool office - conveniently located as the end of the M55., • 37.5 hours per week. We offer flexible and hybrid working between our core hours of 8am- 6pm, Monday to Friday., • The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation., • And many more benefits to support your wellbeing and professional development. We are an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status. If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email . PLEASE NOTE - All new employees must undergo a full DBS and Credit Check upon acceptance of a job offer with Perch Group.

Customers may engage through one-off programmes or through longer-term membership, with Customer Success playing a key role in helping individuals and businesses understand how to get the most value from the full ecosystem. Description The role The Customer Success Manager owns customer and member

Customer Success Manager Location: Woking area (office-based) Salary: £36,000–£46,000 per year Job Type: Full-time, Permanent, Office-Based A growing international Managed Service Provider is looking for a proactive and relationship-driven Customer Success Manager to join its tea

This role requires a proven background in customer success, strong leadership, and the ability to analyse customer data effectively. A financial services company based in London is seeking a Head of Customer Success to manage global teams and ensure exceptional client support.

A leading procurement platform provider in Greater London is seeking a Sr.Solutions Consultant to lead onboarding for new clients and manage their implementation processes.The ideal candidate will have 3 to 6 years of experience with finance or procurement systems such as Coupa or SAP S/4HANA, along

As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer’s need. Be

A leading cryptocurrency trading platform is looking for a Customer Success Specialist who is bilingual in English and Chinese. Ideal candidates should have over 2 years of experience in customer support within crypto or fintech, strong problem-solving skills, and a detail-oriented approach.

The role involves being the first point of contact for customer enquiries, managing a portfolio of customers, preparing quotations, processing orders, and providing technical support. The successful candidate should possess excellent communication skills, a positive attitude, and experience with sal

We partner with ambitious brands, from global leaders to fast-scaling startups, to build and grow e-commerce stores that engage, convert, and inspire customers.

A dynamic foodservice company is seeking a Customer Success Manager to ensure customer satisfaction and help build their market-leading presence in the UK. Responsibilities include leading customer onboarding, managing relationships, and providing feedback to improve the platform.

As the third hire in the Customer Success team, you'll help customers maximise value from our product and drive growth opportunities. B2B customer success, account management or a related role, ideally in financial services, banking or fintech. Demonstrated success in customer retention and driving

Lead and scale the entire Customer Success function, transforming it into a growth driver. Own and implement the Customer Success strategy, building scalable playbooks and frameworks. Lead, mentor, and develop a high‑performing Customer Success team, fostering a culture of excellence.

You'll operate within our established Customer Success frameworks, using systems like HubSpot and our internal playbooks to manage touchpoints, monitor customer health, and resolve issues efficiently. Customer Success, Account Management, or customer-facing roles in SaaS or technical products. Custo

A leading Insurtech firm in Greater London is seeking a Customer Success Manager with expertise in Marine Insurance. Ideal candidates will have experience in Customer Success within Insurtech environments and the ability to engage with senior stakeholders.

We are looking for a proactive, customer-focused Customer Success Manager (CSM) to join our growing team. The CSM will act as the main point of contact for assigned clients, working closely with internal teams to advocate for the customer and ensure a seamless experience throughout the customer life

Candidates should have 2-3 years in customer success or account management and excellent communication skills.

A fast-growing B2B SaaS platform in London is seeking a Head of Customer Success to lead and scale the Customer Success function.

As a Customer Success Manager, you will focus on reducing churn within our customer base and assist Key Account directors with Upsells and Uplifts, thereby increasing the annual revenue of the client. Ensure the customer is receiving the appropriate level of service as contractually agreed and defin

A leading recruitment agency is seeking an experienced Customer Success Manager to join an AI AdTech Retail Media platform in Greater London. The role involves leveraging Retail Media expertise to drive success for global brands through data-driven campaign management, primarily on Amazon.

An innovative EdTech business is seeking an experienced Customer Success Manager in Greater London to drive sales performance and develop high-value client relationships.

A leading customer experience platform is seeking an experienced Customer Success Manager in the United Kingdom.

Devise customised success plans based on customers' goals and challenges, holding customers accountable for driving action. As a leader in the industry, Klaviyo is committed to innovation, customer success, and fostering a collaborative work environment. Be passionate about customer success and esta

A VC-backed healthtech startup in London seeks a Customer Success Manager to take ownership of customer outcomes and foster long-term relationships with clients. In this role, you will drive adoption and retention of technology solutions, utilizing product data to resolve issues and define success m

The SMB Customer Success Manager will be a trusted partner for our SMB customers, guiding them from their very first interaction with Heidi through to successful adoption of our platform. You have a customer‑centric mindset and are motivated to ensure customers feel supported, valued and are set u

As an Enterprise Customer Success Manager at CyberArk, you will build key relationships with your customer base to ensure the CyberArk product implementation is completed successfully. Work closely with the customer to create, define and review success criteria. Experience building and maintaining r

We're looking for a Customer Success Manager to join our remote team. This role is integral to our commitment to providing excellent customer service and ensuring customer satisfaction and loyalty. Proficiency in using CRM software and other customer support tools.

The ideal candidate will have 3-5+ years of experience in Customer Success, strong relationship-building skills, and a proven record in managing key accounts. A leading recruitment agency in the UK is seeking a Customer Success Manager for the Construction SaaS sector. This role focuses on managing

We’re looking for an experienced Customer Success Manager who can partner deeply with customers, guide meaningful adoption of CyberHQ, and help security leaders achieve measurable business and security outcomes. Customer Success experience in B2B SaaS, ideally in cybersecurity, GRC, or risk. Build

A healthcare technology company in London is seeking an SMB Customer Success Manager to guide new customers through onboarding and ensure successful adoption of their platform. Candidates should have 2-4 years of experience in customer success, strong organizational skills, and a customer-centric ap

A leading technology firm in the United Kingdom is seeking a Customer Success Manager to oversee a portfolio of clients in Retail Refrigeration and HVAC. The role involves building long-term relationships, ensuring customers gain maximum value from the company’s solutions, and collaborating across

A leading healthcare AI company is seeking a Customer Success Manager to drive client engagement and ensure effective adoption of its innovative AI products.

A leading workflow orchestration platform in the UK seeks a Customer Success Manager to foster client relationships and drive retention. Ideal for those with a strong customer success background and soft skills.

HALOS is seeking a senior Customer Success Manager (CSM) – Strategic Accounts to own adoption, utilisation, and commercial outcomes across our largest and most complex customers, including a major retailer and a large fast‑food (QSR) chain. Customer Success, Account Management, or related roles

A global travel service provider is looking for a passionate Customer Success Manager in London to enhance client profitability and retention. Candidates should have experience in customer account management and excellent communication skills.

Minimum of 7 years of experience in customer success, account management, or a related role, preferably within the sports and media industry. Customer Success Manager (Sports MarTech). Customer Success Manager (Sports SaaS Platform).

Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement. The Customer Success Manager role plays a key role in driving strategic customer success initiatives. Collaborate with Customer Success, Customer Support, Sales

You will have a strong understanding of customers’ business and technical objectives and success criteria and the ability to identify and articulate how Delinea supports achievement of customers’ strategic goals. The Customer Success Manager is responsible for the day to day management of assign

A global technology company is seeking a Customer Success Manager in London to enhance customer engagement and drive growth. The ideal candidate should have 3-5 years of SaaS Customer Success experience and excellent communication skills. Join a team focused on customer delight in a dynamic environm

Collaborate on a Mutual Success Plan with clear objectives, success metrics, and next steps. SaaS customer success, working with Fortune 100 companies and their executives. London, England – reports to Director of Delivery of Customer Success.

The Customer team is critical to our success, partnering closely with Sales and Marketing to align business goals. Customer Success Manager (Paid Search, PPC, Google Ads). Stephanie Richardson, Senior Manager of Customer Success.

Job CategoryCustomer SuccessJob DetailsAbout SalesforceSalesforce is the #1 AI CRM, where humans with agents drive customer success together. As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. Help your customers ach

The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalat

Government Customer Success Manager. Government Customer Success Manager. Government Customer Success Manager.

A leading investment technology firm in Greater London is seeking a Customer Success Manager to own the delivery of their platform.

We are seeking a customer facing, focussed and analytical Customer Success Manager. You will act as a trusted advisor to our customers, ensuring they realise maximum value from our solutions, while also serving as the critical link between Sales, Product, and Customer Success. Customer‑obsessed: a

Customer Success Manager Package. Get notified about new Customer Success Manager jobs in. Customer Success Manager – ConstructionTech.

We’re looking for our Founding Customer Success Manager to join Sequence and become the beating heart of our customer's product and onboarding journey. Eager to step beyond your role at times to provide critical customer feedback to Product & Engineering. We help our customers design and iterate o

A global retail company is seeking a Customer Account Coordinator to manage customer orders and relations. In this entry-level role, you will process orders accurately using SAP, communicate with customers in fluent French, and strive to exceed customer expectations. You will engage in proactive cus