Customer Success Manager

About the role

The Customer Success Manager will act as the primary non‑technical contact for a portfolio of client accounts, ensuring a smooth onboarding experience and ongoing value delivery. You will work closely with stakeholders to drive adoption of services, translate data into actionable insights, and support client retention.

Key responsibilities

• Build and maintain strong, trusted relationships with client accounts.
• Act as the primary non‑technical contact for client service and engagement.
• Oversee onboarding to ensure a smooth transition into managed services.
• Communicate service offerings clearly and demonstrate their business value.
• Drive adoption of services, tools and best practices.
• Lead regular service reviews, focusing on value, outcomes and improvements.
• Turn operational data into clear, meaningful client insights.
• Identify and address service risks, concerns and early signs of dissatisfaction.
• Support client retention and renewals by demonstrating ongoing value.
• Gather client feedback and contribute to continuous improvement across customer success processes.

Required profile

• Proven experience within customer success, account management, or client relationship roles.
• Background within an IT, SaaS, or MSP environment is desirable.
• Strong written and verbal communication skills, with confidence managing a range of stakeholders.
• Highly organised and confident managing multiple client relationships, including handling challenging conversations professionally.

Required skills

What we offer

• Free onsite parking
• Company pension
• Free lunch on Fridays
• Company events