Full-time | Remote (Portugal) | Competitive package (Base + Performance Bonus)
Overview
We're hiring a
PS/CSM Consultant
to lead successful delivery and long-term adoption of
multiple AI-enabled SaaS platforms—including Asana, Miro, and/or Notion
—for customers across the UK and Europe. This is a hybrid role spanning
Professional Services (implementation/consulting)
and
Customer Success (adoption, value realisation, renewal readiness)
—with a strong emphasis on outcomes, governance, and expansion enablement.
You'll work closely with the
Account Executive
, our internal delivery team, and partner teams (including
Asana, Miro, and Notion GTM/PS stakeholders
) across multiple time zones. You'll be the trusted advisor who turns these platforms into measurable business impact and helps customers scale adoption with confidence.
Your Mission
Ensure customers achieve rapid time-to-value and sustained adoption across Asana, Miro, and Notion through best-in-class
implementation, enablement, governance, and success planning
—driving high CSAT, strong services margin, and expansion-ready accounts.
What You'll Do1) Customer Onboarding & Implementation (Professional Services)
* Lead end-to-end implementations across
Asana, Miro, and Notion
, aligning platform design to business outcomes and operating models.
* Facilitate discovery workshops to define goals, pain points, success metrics, stakeholders, and rollout approach.
* Design governance models that scale, including
permissions, ownership, information architecture/structure, lifecycle/archiving, naming standards, and admin operating cadence
.
* Where in scope, define
integration requirements
and coordinate delivery with specialist resources.
* Manage project delivery end-to-end:
scope, timeline, risks, stakeholder communications, and change control
.
* Write and maintain
SOW-aligned delivery plans
, including assumptions, acceptance criteria, and change control mechanisms.
Platform-specific delivery (examples):
* Notion:
workspace architecture, information design, templates, permissions/governance, knowledge management patterns, rollout planning.
* Asana:
workflow and intake design, rules/automation, reporting/dashboards, portfolio governance, operating cadence and standards.
* Miro:
facilitation design, workshop delivery, collaboration standards, template systems, enterprise governance and structure.
2) Adoption, Enablement & Value Realisation (Customer Success)
* Own success plans for assigned accounts: adoption milestones, executive outcomes, and measurable value tracking.
* Deliver enablement:
admin training, power-user training, team onboarding, and adoption playbooks
.
* Diagnose adoption risks early and implement interventions (champion building, comms plans, onboarding journeys, workflow redesign).
* Provide change management support:
champions program, communications, onboarding journeys, and executive readouts
.
* Build customer advocacy through strong outcomes, executive updates, and case-study readiness (where applicable).
3) Services Scoping & Packaging (Pre-Sales + Expansion Support)
* Partner with the Account Executive to scope services packages: deliverables, assumptions, resourcing, timeline, and commercials.
* Draft clear
Statements of Work (SOWs)
with phased deliverables, assumptions, acceptance criteria, and success metrics.
* Define what's included vs. excluded—and the mechanism for change control.
* Ensure proposals are outcomes-based and margin-aligned, with measurable value and clear scope boundaries.
* Identify expansion opportunities (new teams/use cases, advanced governance/integrations) and support the AE with recommendations, business cases, and internal alignment.
4) Partner Collaboration (Asana, Miro, Notion GTM + PS)
* Collaborate with partner GTM/PS stakeholders on customer plans, delivery approach, escalations, and best practices.
* Maintain excellent partner hygiene: clear updates, project visibility, and coordinated execution across time zones.
5) AI Readiness, Governance & Responsible Rollout (where applicable)
* Advise customers on
AI feature readiness
, governance, and safe rollout—covering permissions, data access, risk considerations, and vendor constraints.
* Support customers with practical adoption guardrails for AI/agent use cases (where in scope), including
usage policies, enablement, and change management
.
6) Delivery Excellence & Operational Rigor
* Maintain clean project documentation and CRM/customer records (status, risks, next steps, outcomes).
* Contribute to repeatable delivery assets: templates, accelerators, governance frameworks, and enablement materials.
* Continuously improve customer experience and delivery efficiency through feedback loops and retros.
Success Metrics (Targets you'll be measured on)Customer Outcomes & Success
* Adoption milestones achieved (usage, active teams, key workflows live)
* Customer health, retention readiness, and time-to-value
* CSAT/NPS (or equivalent customer feedback)
Delivery Performance
* On-time / on-scope delivery; change control effectiveness
* Services gross margin and delivery efficiency
* Utilisation (where applicable) and delivery quality
Expansion Enablement (Influenced)
* Expansion opportunities identified (new teams/use cases)
* Services expansion and follow-on project pipeline influenced
* Executive alignment and champion strength
Critical Success Factors (What "great" looks like)
* Trusted advisor:
communicates clearly with admins and executives; builds credibility quickly.
* Strong implementation craft:
designs scalable solutions, governance models, and rollout plans across multiple platforms.
* Adoption leadership:
drives behaviour change through champions, enablement, and success planning.
* Commercial awareness:
scopes cleanly, protects margin, and supports services attach and expansion.
* Operational rigor:
disciplined project management, documentation, and stakeholder updates.
* International collaboration:
thrives across time zones with partner teams and distributed colleagues.
Who You AreExperience
* 3–7+ years in
Professional Services, Customer Success, Implementation Consulting, or Solutions Consulting
in B2B SaaS.
* Demonstrated success leading customer implementations and improving adoption outcomes.
* Experience with change management, enablement, and stakeholder management.
* Bonus: experience with productivity/collaboration platforms (Asana, Miro, Notion, Atlassian, Monday, Google Workspace, Microsoft 365, etc.).
* Bonus: experience working with partner ecosystems or vendor PS teams.
Skills & Attributes
* Strong workshop facilitation and consultative problem-solving.
* Comfortable translating business requirements into practical designs, governance, and adoption plans.
* Organised and proactive: manages multiple projects and stakeholders effectively.
* Clear communicator—confident presenting to senior audiences.
* Comfortable working across EMEA hours with regular overlap into the Americas time zones.
* Strong opinions on governance, with pragmatic tradeoffs for speed vs. control.
* Comfortable advising on AI feature rollout and responsible usage controls.
Languages
* Business-level English
(required).
Location & Travel
* Based in Portugal or any EU country (Remote).
Compensation & Benefits
* Competitive package
* Base salary + performance-based bonus
* Career progression as we scale our Americas presence
* Holidays aligned to the local
market
(plus any required local statutory holidays, if applicable)
Why Join Us?
Award-winning, high-growth business:
Generation Digital has been recognised as one of the fastest-growing companies in the Financial Times FT 1000 ranking.
Front-row seat to the future of work:
Work with leading AI SaaS platforms and global brands—helping teams turn modern tools into measurable business impact.
Ground-level opportunity in Americas expansion:
Join at a pivotal moment—helping build our Americas delivery and customer success motion from the ground up, with real ownership and influence.
International, high-performance team:
Collaborate across time zones with a growing team of sellers and consultants in a fast-moving industry.
Professional development:
Access to training, LinkedIn Learning, and structured career growth as we scale.
Global exposure:
Quarterly travel across the Americas with the chance to build relationships in-market.
If you're passionate about
customer outcomes
,
consulting delivery
, and
digital transformation
—and want to make a real impact—we'd love to hear from you.
Apply today and help shape the future of work.
*