Job Opportunities API

Customer Experience Manager Birkenhead - Hybrid Do you want to help shape software that affects thousands of lives? Who are we? We are ranked as the UK’s #1 construction specific software player and our mission is simple; to provide market leading end-to-end software solutions to the construction and construction like industries across the entire build life cycle. If you are looking to build an exceptional career with an award-winning company you’ve come to the right place. Our teams are based in the UK, Europe, and India, working on products that are used on a global scale. We have a clear and defined road map to deliver over the next 3 years, which is centred around a large-scale digital transformation as well as continuing our growth and expansion. We embrace diversity and equality and want our employees to be comfortable bringing their whole selves to work. We are committed to building a team with a variety of backgrounds, skills and views. Creating a culture of Equality isn’t just the right thing to do, it improves every aspect of our business. Purpose The Customer Experience Manager (CEM) for Causeway’s Construction Workforce Management portfolio is responsible for driving customer success and satisfaction across our Time and Attendance solutions, including CausewayOne Attendance and Donseed. This role ensures that customers achieve measurable operational outcomes — improved workforce visibility, compliance, and productivity — through effective onboarding, adoption, and outcome realisation. Acting as a trusted advisor, the CEM aligns Causeway’s workforce management solutions with customer business objectives to deliver efficiency, insight, and ROI. Key Responsibilities Customer Success Management • Own and manage the customer journey for the workforce management portfolio, ensuring customers quickly achieve value from CausewayOne Attendance and Donseed solutions. • Drive measurable business outcomes by embedding Causeway tools into site operations, workforce processes, and project management workflows. • Lead customer onboarding, enablement, and training initiatives to ensure successful rollout and adoption across multiple sites and projects. Value Realisation & Outcome Achievement • Collaborate with customers to define success criteria and KPIs specific to workforce management, including site attendance accuracy, productivity, and compliance. • Monitor solution performance through analytics and reporting, providing regular insights to demonstrate ROI and operational improvements. • Support customers in achieving tangible efficiencies such as reduced time theft, better subcontractor management, and improved site visibility. Relationship Management • Build strategic, trust-based relationships with key stakeholders — including construction directors, site managers, commercial leads, and HR teams. • Serve as the primary point of contact for workforce management customers, ensuring satisfaction, retention, and long-term partnership growth. • Achieve and exceed CSAT and NPS targets through proactive engagement and consistent value delivery. Customer Segmentation & Specialisation • Support a diverse range of customers across construction, infrastructure, and specialist contracting sectors. • Apply deep domain knowledge of on-site workforce management to tailor engagement strategies that align with each client’s operational needs. • Use industry best practices to guide customers in optimising use of CausewayOne Attendance and Donseed to manage labour compliance, reporting, and digital site processes. Proactive Engagement & Issue Resolution • Identify potential risks to customer success — such as low adoption or data inconsistencies — and coordinate with Sales, Support, Product, and Implementation teams to resolve challenges swiftly. • Act as the customer advocate internally, ensuring product enhancements and service improvement