Job Description:

Customer Success Manager

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.

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