Job Advertisement: Customer Success Manager
Location: London City
Contract Type: Permanent
Salary: £40,000 - £50,000 per annum
Working Pattern: Full Time, hybrid (1 day working from home)
Our client, a leading player in the technology sector, is seeking a dynamic Customer Success Manager to join their team! This role is pivotal in nurturing long-term client relationships and ensuring that customers derive maximum value from their partnerships. If you are passionate about customer success and thrive in a collaborative environment, this opportunity is for you!
Key Responsibilities:
Client Relationship Management:
Manage and develop a portfolio of strategic client accounts, maintaining a thorough understanding of each customer's
business objectives, challenges, technology landscape, contract status, and commercial value.
Build strong, trusted relationships with key stakeholders through regular face-to-face meetings, virtual reviews, telephone contact, and email communication.
Conduct Quarterly Business Reviews (QBRs), Service Reviews, and Strategic Planning Sessions with clients.
Act as the primary point of contact for customer relationship management and account development activities.
Drive customer satisfaction, engagement, and long-term retention across the client portfolio. Account Retention and Growth:
Achieve and maintain high client retention levels, targeting 100% Managed Service Contract Renewals and 80% Professional Services and Voucher Renewals
Identify opportunities to expand customer engagement through additional Dataquest services, solutions, and strategic initiatives.
Develop account growth plans aligned with client business objectives and technology roadmaps.
Collaborate with the Sales team to support new business opportunities, renewals, and cross-sell/up-sell activities. Service Delivery and Operational Alignment:
Work closely with Service Delivery, Technical Consultants, and Operations teams to monitor service performance and customer outcomes.
Review service metrics, support trends, project delivery status, and customer feedback to identify improvement opportunities.
Ensure all client account documentation, meeting notes, contract records, and strategic plans are maintained accurately within CRM systems.
Support smooth customer onboarding and transition processes following handover from Sales.
Strategic Customer Success:
Understand clients' business priorities, industry trends, and technology challenges to provide proactive recommendations.
Advocate on behalf of customers internally to ensure delivery teams understand and meet customer expectations.
Assist clients in maximising return on investment from their technology solutions and services.
Provide insightful reporting and recommendations that support customer success and continuous improvement. Internal Collaboration:
Work closely with Sales, Marketing, Procurement, Service Desk, Projects, and Technical teams to deliver a consistent customer experience.
Contribute to Customer Success initiatives, playbooks, and best practices across the business.
Respond promptly to requests and strategic initiatives from the IT Sales Director and senior leadership team.
Skills & Experience
Essential Experience
Minimum of 2 years' experience in Customer Success, Account Management, Client Services, or Relationship Management.
Experience managing multiple customer accounts within a technology, managed services, or B2B environment.
Proven ability to build relationships and present effectively to senior stakeholders and decision makers.
Experience conducting business reviews, customer meetings, and service performance discussions.
Demonstrated ability to identify and convert growth opportunities within existing accounts.
Strong commercial awareness with an understanding of contracts, renewals, and customer profitability.
Experience using CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics, or similar systems.
Good working knowledge of Microsoft 365 applications.
Desirable Experience
Experience working within an IT Managed Service Provider (MSP).
Understanding of Microsoft solutions including Microsoft 365, Azure, Security, Modern Workplace, and Copilot technologies.
Experience supporting customer technology roadmaps and digital transformation initiatives.
ITIL awareness or service management knowledge.
Knowledge & Competencies
Strong customer success and customer lifecycle management principles.
Excellent stakeholder engagement and relationship-building skills.
Commercially focused with strong account development capabilities.
Consultative selling and strategic account planning expertise.
Ability to analyse data, identify trends, and present meaningful recommendations.
Strong organisational and time management skills.
Excellent verbal, written, and presentation skills.
Ability to prioritise effectively and manage competing demands.
Understanding of customer service excellence and service delivery best practices.
Strong problem-solving and decision-making skills.
High level of business and technology acumen.
Ability to work collaboratively across multiple departments and teams. To express interest in this position, please submit your CV and a cover letter detailing your relevant experience. Don't miss out on this chance to advance your career in a thriving environment!
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website
Salary description
£40000.00 - £50000.00 per year