About the Role
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 #LI-PB2 #LI-Hybrid ⠀ ERM is committed to creating an inclusive workplace where everyone feels valued, respected, and empowered to thrive, it’s an essential part of what makes ERM a great place to build a career and helps us create better solutions for our clients. We welcome talent from all backgrounds and provide equal opportunities for every candidate. If you have a disability, are neurodivergent, or need accommodations during the selection process, we’re here to support you. Our commitment doesn’t stop at hiring. Once you join us, we’ll ensure you have the tools, support, and adjustments needed to succeed and feel a true sense of belonging. Learn more about our Diversity, Inclusion & Belonging (DIB) efforts by visiting our website or exploring our 2025 Sustainability Report.. At ERM, sustainability is our business. We are the world’s largest advisory firm focused solely on sustainability, offering unparalleled expertise across business and finance. ERM partners with clients to operationalize sustainability at pace and scale, through our unique combination of strategic transformation and technical delivery capabilities. Our diverse global team of experts works with the world’s leading organizations to help them set clear sustainability targets, measure progress and operationalize strategy through deep implementation and business transformation. With more than 50 years of experience, our ability to integrate sustainability solutions and our depth and breadth of technical knowledge are why organizations choose to partner with us as their trusted advisor. Every one of us firmly believes in the potential to create value for our clients through an integrated approach to sustainability (because we have personally seen it and professionally achieved it). Our team members are passionate about client service. We work closely with our clients to help them operationalize their sustainability goals and meet their environmental, health and safety objectives while advancing ERM’s purpose through delivering tangible progress in what the United Nations coined The Decade of Action. Organizing our people across globally integrated communities of technical and strategic talent positions ERM to be a “boots to boardroom” leader in bringing that value creation to our clients, partners, and the world. We recruit exceptional professionals with a personal and professional passion for sustainability and nurture them to even greater success as specialists. We prepare our consultants to bring integrated, innovative and sustainable solutions to our clients and provide opportunities for ongoing development across a variety of subject areas related to technical, business, and personal growth. At ERM, effort pays off and becomes career defining work that leaves a positive imprint on our planet. ERM Homepage Explore All Open Roles Explore Early Careers Roles Explore Experienced Professional Roles Explore Partnership Roles