Customer Experience & Communications Manager at Environmental Resources Management (ERM)

About ERM Libryo

Libryo, an ERM (Environmental Resources Management) Group Company, is a compliance platform that helps global organizations understand and meet their Environmental, Health, and Safety (EHS) regulatory obligations. Libryo has been empowering thousands of users since 2016 to improve their ESG (Environmental, Social, and Governance) performance. As part of ERM, the world’s largest pure play sustainability consultancy, we are committed to ensuring that organizations worldwide have the tools they need to contribute to a more just and sustainable world.

Role Overview

ERM Libryo is seeking a Customer Experience & Communications Manager to join our team in London. The Customer Experience & Communications Manager role will lead the Customer Experience team at ERM Libryo and directly strengthen Libryo’s ability to deliver an exceptional, consistent, and scalable experience for every customer, from onboarding through renewal. By owning customer engagement, feedback loops, support excellence, and tailored communications, this role will:

Drive Retention & Growth – Proactively gather, analyse, and act on Voice of the Customer insights to address friction points, improve satisfaction, and increase feature adoption – directly impacting renewal rates and upsell opportunities.

Enhance Operational Efficiency – Lead the delivery of high-quality support, knowledge base resources, and self-service tools, reducing time-to-resolution, deflecting tickets, and enabling the Customer Success team to focus on strategic account growth.

Elevate Brand & Value Communication – Produce polished, targeted materials and campaigns that clearly articulate Libryo’s value, support successful onboarding, and ensure all stakeholders — from end users to enterprise buyers - are informed and engaged.

Align Cross-Functional Teams – Act as the central point connecting Customer Success, Product, Regulatory Support, and Sales/Growth teams, ensuring feedback, training, and communications are coordinated and customer-centric.

In short, this role will translate customer insights into action, improve service delivery, and ensure that every customer touchpoint reinforces Libryo’s value proposition — a critical enabler for retention, expansion, and scalable growth.

Key Responsibilities:

Customer Engagement & Voice of the Customer (VoC)

Champion the customer voice across the business to help Libryo continuously evolve and meet user needs.

• Feedback Loop Design: Create and manage surveys (NPS, onboarding, quarterly touchpoints), in-product feedback prompts, and QBR feedback requests.

• Insight to Action: Analyze feedback (qualitative + quantitative) and partner with Customer Intelligence to identify trends and propose experience or product improvements.

• Customer Webinars & Listening Sessions: Host regular engagements to surface pain points, validate roadmap ideas, and gather success stories.

• Customer Journey Mapping: Audit and document end-to-end user journeys, highlighting friction points, and prioritizing improvements aligned to customer tier (Enterprise, A–D, SMB).

• Success Definition: Help define success outcomes per customer profile, ensuring feedback mechanisms are tied to real-world usage and impact.

Customer Support Excellence

Own the end-to-end support experience, ensuring customers receive timely, high-quality, and scalable assistance.

• Live Chat & Ticket Support: Oversee delivery and continuous improvement of frontline support — ensuring SLAs are met and tickets are resolved to a high standard.

• Knowledge Base & Tutorials: Maintain an up-to-date help center with searchable, relevant content, tutorials, and walkthroughs.

• Self-Service Enablement: Drive creation of in-platform guidance (tooltips, checklists, onboarding flows) via tools like Stonly, Pendo, or Intercom.

• Support Insights & Reporting: Monitor support metrics (first response time, CSAT, ticket deflection, most common issues) to identify trends and drive performance.

• Internal Support Readiness: Work closely with CSMs and Product to create internal FAQs and readiness plans for feature rollouts and major changes.

Growth Enablement & Communications

Support the Sales and Customer Success teams to articulate Libryo’s value clearly and credibly at every touchpoint.

• Sales and Success Collateral: Create and maintain polished customer-facing materials (case studies, journey visuals, decks, one-pagers) tailored to stakeholder profiles and verticals.

• Stakeholder Communications: Design email sequences, tailored campaigns, post-onboarding check-ins, and feature announcement comms targeting enterprise buyers, consultants, and platform users.

• Trial, Onboarding, and Webinar Materials: Collaborate with CSMs and Growth team to deliver structured onboarding experiences through training decks, product walk-throughs, and live/recorded webinars.

• User Training & Enablement: Manage the creation and distribution of self-serve resources (videos, tutorials, help articles) across tiers, in line with Libryo’s training strategy.

Key Success Metrics

• CSAT and NPS growth

• Reduction in time-to-resolution and escalations

• Increased feature adoption and usage

• Higher onboarding satisfaction scores

• Improved renewal likelihood and customer health scores

Internal Relationships

• Reports to: Head of Customer Success

• Key collaborators: Customer Intelligence, Product, Regulatory Support, Growth/Sales

• Indirect influence: Support team members, Customer Success Managers, Implementation Team

Tools & Systems

• Support: Hubspot, Clickup

• Feedback: HubSpot

• Analytics: PowerBI, HubSpot, my.libryo, Libryo insights, Clickup

• Comms & Enablement: Hubspot

Minimum Requirements:

• Bachelor’s degree

• 6+ years in customer experience, customer success, or support leadership in B2B SaaS

• Proven ability to lead cross-functional customer-facing initiatives

• Exceptional written communication and storytelling skills

• Empathy-driven but data-informed approach

• Systems thinker with attention to executional detail

Preferred Requirements:

• Background in legal tech or regulatory platforms

• Experience with support automation and scalable CX tooling

• Familiarity with GDPR-compliant CX workflows