Customer Success Manager

Role Overview

The Customer Success Manager will act as the dedicated single point of contact for assigned customer accounts, managing their ongoing in-life journey and overall relationship health. The role involves managing account financial reporting, coordinating quarterly alignment with cross-functional success teams, and administering Azure DevOps access and permissions.

What You Will Do

Key responsibilities include authoring and distributing monthly Service Pack reports, scheduling and delivering quarterly face-to-face Service Reviews, and managing account financial reporting. The role also involves co-leading regular customer Incident and Problem review meetings, owning and running customer DevOps Backlog Review meetings, and administering Azure DevOps access and permissions.

Why It Might Be a Fit

The ideal candidate will have solid experience in Customer Success, Technical Project Management, or IT Service Management (ITSM), and technical expertise in ServiceNow and Azure DevOps. The role requires strong communication skills, cross-functional collaboration expertise, and operational governance experience.

Requirements

• Bachelor’s Degree in Business, Information Technology, Engineering, or a technical field
• Solid experience in Customer Success, Technical Project Management, or IT Service Management (ITSM)
• Technical expertise in ServiceNow & Azure DevOps
• Software release knowledge
• Technical communication skills in English
• Cross-functional collaboration expertise
• Operational governance experience

Benefits

• Competitive salary and bonus schemes
• Two weeks additional pay per year (holiday bonus)
• 25 days holiday entitlement + bank holidays
• Attractive defined contribution pension scheme
• Private medical insurance
• Employee stock purchase plan
• Flexible working options
• Life assurance
• Enhanced maternity and paternity pay
• Career development support and wide-ranging learning opportunities
• Employee health and wellbeing support (EAP, wellbeing guidance)
• Carbon neutral initiatives/goals
• Corporate social responsibility initiatives including support for volunteering days
• Well-known companies discount scheme