Customer Success Manager

About the role

This newly created Customer Success Manager position will lead the development of a dedicated client‑facing function for a respected organisation in Gloucester. You will be responsible for shaping retention strategies, building trusted relationships and ensuring an outstanding experience for every customer.

Key responsibilities

• Own the end‑to‑end relationship with assigned customers, delivering proactive support and guidance.
• Identify at‑risk or dissatisfied clients early and implement recovery actions.
• Investigate service issues, collaborate with internal teams and deliver effective resolutions.
• Monitor service performance, track improvements and report on key metrics such as retention and recurring issues.
• Analyse customer feedback to spot trends and recommend enhancements.
• Promote best practices across the business to elevate the overall customer experience.
• Support continuous‑improvement initiatives that boost satisfaction.

Required profile

• Proven experience in account management, customer relationship or customer success roles.
• Strong communication skills with the ability to build trust and manage challenging conversations.
• Demonstrated ability to work in a service‑led, contract or KPI‑driven environment.
• Excellent problem‑solving and stakeholder‑management capabilities.

Required skills