Customer Success Manager

Overview

In this role you will nurture long-term client relationships and maximise value across a strategic portfolio in a leading technology company. You will drive satisfaction, retention, and growth through proactive engagement with senior stakeholders, regular reviews, and cross-functional collaboration. You will shape account plans, monitor service delivery, and advocate for customers to align outcomes with business objectives. This is a hands-on, hybrid, permanent position that combines relationship management with operational delivery to scale customer success.

Pay / Benefits

• hybrid working (1 day from home)

Responsibilities

• Manage and develop a portfolio of strategic client accounts with a deep understanding of their objectives, challenges, technology landscape, contract status and commercial value
• Build trusted relationships with key stakeholders via face-to-face meetings, virtual reviews, calls and emails
• Lead Quarterly Business Reviews, Service Reviews and Strategic Planning Sessions with clients
• Act as primary point of contact for CRM and account development activities
• Drive customer satisfaction, engagement and long-term retention across the client portfolio
• Aim for high retention with 100% Managed Service Contract renewals and 80% Professional Services and Voucher renewals; identify opportunities to expand Dataquest services and strategic initiatives
• Develop account growth plans aligned with client objectives and technology roadmaps
• Collaborate with Sales to support new business, renewals and cross-sell/up-sell opportunities
• Coordinate with Service Delivery, Technical Consultants, and Operations to monitor service performance and outcomes
• Review service metrics, trends, project delivery status and feedback to identify improvements
• Maintain accurate client account documentation and CRM records; support onboarding and handover from Sales
• Provide proactive recommendations based on client priorities and industry trends
• Report insights and recommendations to support continuous improvement and client success
• Collaborate with Sales, Marketing, Procurement, Service Desk, Projects and Technical teams to ensure a consistent customer experience
• Contribute to Customer Success initiatives, playbooks and best practices

Key requirements

• Minimum 2 years in Customer Success, Account Management, Client Services or Relationship Management
• Experience managing multiple technology/msp/B2B accounts
• Proven ability to build relationships with senior stakeholders and decision makers
• Experience conducting business reviews and service performance discussions
• Demonstrated ability to identify and convert growth opportunities within existing accounts
• Strong commercial awareness including contracts, renewals and profitability
• Experience using CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics or similar
• Strong working knowledge of Microsoft 365

• Excellent stakeholder engagement and relationship-building
• Consultative selling and strategic account planning
• Strong analytical and data interpretation abilities
• CRM platforms: Salesforce, HubSpot, Microsoft Dynamics
• Microsoft 365 applications
• Understanding of ITIL or service management (desirable)

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