Customer Success Manager

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Salary Package: Competitive plus company car/car allowance, large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year

Hours: am – pm Monday – Friday

Contract Type: Permanent

We also offer the opportunity to benefit from a Core Hours arrangement (role-specific), providing flexibility around your personal needs.

Interview Process: – stage process

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and lifelong learning opportunities
• Opportunity to join Europe\’s largest privately-owned IT Company

Role purpose:

A great Customer Success Manager (CSM) is both a salesperson and support professional. They are relationship managers who expand customer accounts and resolve issues. This role aims to unify our sales and customer support teams. As the main contact for post go-live support, you\’ll collaborate with technical teams to troubleshoot issues and gauge customer engagement, providing feedback for service improvements.

This role also involves account growth activities across the named accounts.

Key responsibilities:

1. Prepare account plans and work with technical teams to agree on the service roadmap for strategic accounts. Lead regular business reviews with clients to highlight successes and identify remedial actions to maintain satisfaction and maximize retention.
2. Support or respond to alerts, red flags, or poor health indicators, including customer issues or support tickets, to build strong relationships.
3. Follow up on current quarter’s renewals to avoid surprises, and conduct periodic health checks or business reviews to foster relationships.
4. Drive growth through upselling, expansion, and upgrades, increasing customer lifetime value by guiding and supporting customers throughout their journey.

Skills and experience:

1. Previous success as an account manager or service delivery manager in a customer-facing role.
2. Experience managing services, stakeholders, and customers.
3. Detail-oriented and organized.
4. Highly motivated, flexible, and able to operate effectively amidst uncertainty and change.
5. Ability to work independently and take initiative.
6. Excellent interpersonal, written, and verbal communication skills. Comfortable making phone calls and having conversations.

About You

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