Join Ensembleanalytics.co.uk as their first dedicated Implementation & Customer Success hire, taking over end-to-end deployments from the founders. You will lead 10-week software setups, bridge the gap between technical product capabilities and operational needs, and build a scalable support function while using AI tools to automate repetitive workflows.
Implementation & Customer Success at Ensembleanalytics
Ensembleanalytics.co.uk is looking for their first dedicated Implementation & Customer Success hire to lead global software deployments for the world's largest ports. You’ll take over from the founders, running 10-week 'Athena' setups, building a support function from scratch, and using modern AI tools like Claude Code to automate your repetitive workflows. This is a high-impact, high-autonomy role for a technically curious professional ready to bridge the gap between complex maritime operations and innovative resource optimization tech. Based in Borough with 10-25% international travel, you'll join a fast-growing team of 15 already serving the world’s biggest port operators.
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Location
London, United Kingdom
Compensation
£45k-£60k + Equity
Company
Ensembleanalytics
Role overview
Software
Ensemble is a start-up digitalising labour management in ports and wider multimodal. Our Athena workforce scheduling platform is built specifically for operations teams - integrating industry systems with an interface designed for ports and the realities of complex workforce management. Our scheduling and labour management tools help operators make faster, safer, and more efficient decisions.
What you will do
- Lead 10-week Athena deployments end-to-end, including data cleaning, onsite configuration with planners, and delivering reports that convert trials into contracts.
- Act as the primary bridge between customers and product teams, translating operational friction into actionable features that unlock future sales.
- Build the company’s support engine from the ground up, establishing ticketing systems, knowledge bases, and automated workflows using AI tools like Claude Code.
Who this is a fit for
- 2-5 years of experience in implementation or customer success at a B2B software company, ideally within HR tech, ERP, or workforce management.
- Technically curious and proficient with data, with a proven ability to configure complex software to match real-world operational workflows.
- Exceptional communicator capable of building credibility with diverse stakeholders, from on-site shift planners to corporate IT managers and operations directors.
Why this role is remarkable
- Take full ownership of the customer lifecycle, moving from founder-led deployments to a professionalized implementation and success department.
- Work with high-impact global infrastructure, replacing outdated spreadsheets with sophisticated software at major international ports and terminals.
- Gain massive career leverage by building the company’s support infrastructure from scratch and directly influencing the product roadmap through onsite insights.
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