Customer Success Manager

Full Time

As a Customer Success Manager, you will be responsible for:

Customer relationship management
  • Act as an ambassador for the customer experience across all customer-facing departments.
  • Identify and propose customer success criteria and CX and UX opportunities within the bid process.
  • Work with key customers to understand their industry, value drivers and business processes.
  • Train, coach and mentor colleagues in customer success drivers and framing CX.
  • Organise and host customer workshops which directly address the customer’s key challenges, providing solutions which deliver their required outcomes.
Adoption, utilisation and customer satisfaction
  • Understand customer’s usage and adoption of the solutions they have and identify opportunities.
  • Focus on optimising the existing products and solutions.
  • Identify synergies between customer aspirations and solution capabilities now and in development.
  • Drive customer satisfaction, working with teams across the critical moments in the customer lifecycle to address areas of development and recognise what great looks like.
  • Demonstrate the impact of our products and services through ROI discussions in service reviews and workshops.
  • Identify opportunities where we can provide additional value for customers in sharing and leveraging CX, deployment and UX best practice.
  • Work closely with marketing teams to showcase our products and services, case studies and facilitating reference opportunities.
Driving improvements
  • Hold lesson learnt sessions across functions to identify areas for improvement.
  • Set targeted action plans to address root cause and work across functions to ensure delivery of these.
  • Take personal ownership of customer escalations and pain points, working across functions to overcome these and improve our CX.
  • Provide weekly review of customer success impacts and how you’ve driven improvements for the organisation (sell, build, run) and customers.
Research and Insight
  • Proactively identify key research that enables you to maintain knowledge as a CX/industry expert.
  • Actively seek insight during all customer interactions, enabling us to enhance our understanding of the customer, sector or challenges, sharing this with key internal stakeholders.
  • Challenge blockers internally that get in the way of delivering a leading CX that supports retention and growth, working with colleagues to find quick workarounds and solutions to these.
  • Proactively analysing data to identify win/loose customer trends and sharing this insight with the relevant teams.

The Customer Success Manager works across the OUR CLIENTS functions to accelerate customer successes. You will be entirely customer-focused and be responsible for identifying opportunities for future growth and leading the Customer Satisfaction framework. The ideal candidate will be a highly experienced senior customer-facing professional with a proven track record of delivering transformation change projects through stakeholder management.


Consultant Details

Salim Noorani

Job Summary

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