Customer Success Manager

Role Overview

The role involves taking ownership of customer success across the UK for an established international cloud and managed services specialist. The successful candidate will be responsible for developing strategic customer relationships, improving retention, and ensuring clients receive exceptional ongoing service.

What You Will Do

The responsibilities include taking ownership of the company’s most strategically important UK customers, developing strong relationships with senior business and technical stakeholders, leading regular face-to-face customer meetings, and developing and executing customer retention strategies.

Why It Might Be a Fit

The ideal candidate will have a strong background in recurring-revenue technology services, a proven ability to improve customer retention, and experience working within recurring-revenue business models.

Requirements

• Experience in a senior Customer Success Manager, Customer Success Lead or Head of Customer Success position within a cloud, managed services or technology consultancy business
• A demonstrable track record of managing strategic customer relationships and improving retention or renewal performance
• Experience working within recurring-revenue business models, with an understanding of customer lifecycle management and contract renewals
• Sufficient technical understanding of cloud infrastructure, managed services or application support to hold credible conversations with customers and engineering teams
• Strong problem-solving skills, with the ability to coordinate internal teams and ensure customer issues are addressed effectively
• Experience managing customer satisfaction metrics, renewal KPIs and customer health indicators
• A proactive, hands-on approach, with a willingness to regularly meet customers face to face