Customer Success Manager

Location: UK-based / Hybrid, with travel to customers, London, Blackpool and Industry eventsEmployment Type: Full-TimeDepartment: CommercialReports To: Chief Filtration Solutions Architect / Commercial LeadWorks Closely With: Proposals, Engineering, Operations, Marketing, Product, Finance and Customer Project Teams

Company Description

Cool Filtration Ltd designs and delivers engineered filtration solutions for data centre liquid cooling, AI infrastructure, high-performance computing and industrial cooling applications.The company works with customers, OEMs, CDU manufacturers, engineering partners, suppliers and technology companies across the UK and internationally.

Role Purpose

The Customer Success Manager will help ensure that Cool Filtration’s customers receive a professional, structured and responsive experience from initial enquiry through to quotation, order, delivery, installation support, follow-up and repeat business.This is a commercial customer-facing role, but not a pure sales role. The focus is on customer relationship management, account follow-up, project coordination, communication, customer satisfaction and making sure opportunities do not get missed.The successful candidate will help Cool Filtration build stronger relationships with key accounts, improve customer communication, support recurring orders and ensure customer actions are properly tracked.

Key Responsibilities Customer Relationship Management

• Act as a key point of contact for selected customers and strategic accounts.
• Maintain regular communication with customers after enquiries, quotations, meetings, orders and deliveries.
• Ensure customers receive timely updates and professional follow-up.
• Build trust with customers by being organised, responsive and clear.
• Help identify customer needs, future projects and repeat-order opportunities.

Opportunity and Account Follow-Up

• Track customer enquiries, quotations, proposals and next actions.
• Ensure follow-ups are completed after meetings, exhibitions, technical calls and proposals.
• Work with the Commercial and Proposals teams to keep opportunities moving.
• Maintain accurate records in HubSpot or internal trackers.
• Flag stalled opportunities, customer concerns or urgent actions to management.

Order and Delivery Support

• Coordinate with Operations, Proposals and Order Processing to keep customers informed.
• Track order status, delivery timelines and outstanding customer requirements.
• Help manage customer expectations around lead times, documentation and delivery updates.
• Support handover from quotation to order and from order to delivery.
• Ensure post-delivery follow-up is completed.

Technical-Commercial Coordination

• Work with technical colleagues to understand customer applications and requirements.
• Help translate customer requirements into clear internal actions.
• Coordinate with the Proposals & Applications Manager on quotation and proposal follow-up.
• Support customers with non-final technical information, while ensuring technical claims are approved by the correct authority.
• Help prepare customer follow-up packs, meeting summaries and action lists.

Customer Success and Retention

• Build repeat-business opportunities through structured account management.
• Track customer satisfaction, concerns and future requirements.
• Identify opportunities for replacement elements, service support, additional filtration systems or new project phases.
• Support strategic account development with clear customer intelligence.
• Help turn successful projects into case studies, references or repeatable sales approaches.

Internal Process and Reporting

• Maintain customer action trackers and account notes.
• Prepare weekly customer follow-up summaries.
• Track open customer actions, blockers and decisions required.
• Work with Marketing on customer stories, event follow-up and account-specific materials.
• Support better discipline across CRM, proposals, order tracking and customer communication.

Role Boundaries

The Customer Success Manager is not responsible for final approval of:

• Technical performance claims;
• Filtration efficiency or beta ratio claims;
• Engineering design decisions;
• Pricing approval;
• Contractual terms;
• Payment terms;
• Final proposal approval;
• Delivery commitments without Operations confirmation;
• Legal or warranty statements.

Final approval remains with the Chief Filtration Solutions Architect, Engineering, Operations, Finance, Commercial leadership or other relevant authority.

Required Skills and Experience

• Experience in customer success, account management, sales support, project coordination, technical sales support or commercial operations.
• Strong customer communication skills.
• Excellent organisation and follow-up discipline.
• Ability to manage multiple customers, actions and deadlines.
• Confidence working with technical and commercial teams.
• Strong written communication and meeting-summary skills.
• Comfortable using CRM systems, spreadsheets and trackers.
• Good commercial awareness.
• Ability to work in a fast-moving growing company.
• Willingness to learn technical products and customer applications.

Preferred Experience

• Experience in B2B, engineering, manufacturing, industrial products, data centres, cooling, HVAC, filtration, technology infrastructure or technical services.
• Experience supporting strategic accounts or complex customer projects.
• Experience using HubSpot or similar CRM platforms.
• Experience working with proposals, quotations, order processing or project delivery teams.
• Experience supporting conferences, customer visits or post-event follow-up.

First 45-Day Objectives

• Understand Cool Filtration’s products, customers, market and current pipeline.
• Review active customer opportunities and key accounts.
• Build a customer follow-up tracker.
• Review open quotations and proposals with the Proposals team.
• Identify urgent customer actions and stalled opportunities.
• Establish a weekly customer success reporting rhythm.
• Support follow-up from recent events, customer meetings and strategic opportunities.
• Start building a repeat-order and replacement-element follow-up process.

Key Performance Indicators

Performance will be assessed against:

• Quality and timeliness of customer follow-up;
• Accuracy of CRM and customer records;
• Number of overdue customer actions reduced;
• Support provided to Proposals and Commercial teams;
• Customer satisfaction and responsiveness;
• Improvement in repeat-order tracking;
• Quality of meeting notes and action summaries;
• Contribution to strategic account development;
• Ability to coordinate across Commercial, Proposals, Operations and Engineering.

Personal Attributes

The successful candidate should be:

• Highly organised;
• Commercially aware;
• Customer-focused;
• Proactive and responsive;
• Calm under pressure;
• Clear in communication;
• Comfortable with technical products;
• Persistent with follow-up;
• Collaborative across teams.
• Willing to learn the data centre liquid cooling market.

Summary

This role is designed for someone who can help Cool Filtration professionalise customer follow-up, improve account management and ensure customers receive a structured, responsive and reliable experience.The role sits between Commercial, Proposals, Operations and Engineering, helping convert interest into orders, orders into successful deliveries, and successful projects into long-term customer relationships.

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