At a Glance
- Tasks: Build strategic relationships and drive success for Thrive clients.
- Company: Join a dynamic team focused on customer success in managed services.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
- Why this job: Make a real impact by helping clients achieve their goals and maximise value.
- Qualifications: 5+ years in customer success or relationship management; ITIL/ITSM knowledge preferred.
The predicted salary is between 50000 - 60000 £ per year.
The Client Success Manager is a customer-facing role responsible for building strategic relationships and driving measurable success outcomes for Thrive clients. The CSM serves as the primary point of contact for assigned accounts, ensuring that clients realize full value from contracted services while managing contract P&L and identifying growth opportunities. The ideal candidate combines ITIL/ITSM expertise with strong business acumen and a passion for customer success.
Responsibilities
- Build and maintain strategic relationships with key customer stakeholders to understand business challenges, pain points, and desired outcomes.
- Deliver measurable business value by driving customer success, optimizing adoption of Thrive services, and ensuring best-practice utilization across the customer environment.
- Partner with internal teams to resolve complex customer issues, manage escalations, and ensure customer expectations are met.
- Oversee onboarding, training, enablement, and advocacy initiatives to promote engagement and long‑term customer satisfaction.
- Manage account health and contract performance, including P&L oversight, retention, NPS/CSAT, engagement, and customer health metrics.
- Identify opportunities to expand revenue, improve lifetime value, and drive successful contract renewals.
- Utilize tools such as ServiceNow and CustomerGauge to monitor customer performance and support strategic account management.
Qualifications / Experience
- 5+ years of experience in customer relationship management, customer success, or Client Delivery Management, preferably within managed services.
- Strong knowledge of business operations, project management, process improvement, risk management, and end‑to‑end change management.
- Solid business and financial acumen, including experience managing account P&L and driving commercial outcomes.
- General understanding of technology, managed services, and IT service management; ITIL/ITSM certification preferred.
- Familiarity with Agile methodology, Lean Six Sigma, and related continuous improvement practices.
- Proficiency with customer success and service management platforms such as ServiceNow and CustomerGauge.
- Bachelor’s degree in a related field preferred, or equivalent combination of education and experience.
Client Success Manager employer: Abacode
Thrive is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where innovation and collaboration thrive. As a Client Success Manager, you will enjoy the benefits of working in a supportive environment that values strategic relationships and customer success, while also having access to comprehensive training and career advancement opportunities. Located in a vibrant area, Thrive fosters a sense of community and engagement, making it an ideal place for professionals seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Client Success Manager role.
✨Tip Number 2
Prepare for those interviews by researching the company and its services. We want you to show how your experience aligns with their goals. Think about how you can drive customer success and optimise service adoption – that’s what they’re looking for!
✨Tip Number 3
Practice your pitch! You’ll want to clearly articulate your past successes in managing client relationships and driving measurable outcomes. We suggest rehearsing with a friend or in front of a mirror to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search. Let’s get you that Client Success Manager position!
We think you need these skills to ace Client Success Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Client Success Manager role. Highlight your experience in customer relationship management and any relevant ITIL/ITSM expertise. We want to see how you can bring value to our clients!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us about your passion for customer success and how you've driven measurable outcomes in previous roles. Be sure to connect your experiences with what we’re looking for in this position.
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to manage accounts and drive growth. Numbers speak volumes, so if you’ve improved NPS or CSAT scores, let us know!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Abacode
✨Know Your Clients
Before the interview, research Thrive and its clients. Understand their business challenges and how the Client Success Manager role can help address these. This will show your genuine interest and help you articulate how you can drive measurable success outcomes.
✨Showcase Your Expertise
Be ready to discuss your experience with ITIL/ITSM and how it relates to customer success. Prepare examples of how you've used your knowledge to improve client relationships and drive value in previous roles. This will demonstrate your strong business acumen.
✨Prepare for Scenario Questions
Expect questions about handling complex customer issues or managing escalations. Think of specific situations from your past where you successfully navigated challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Engagement is Key
Highlight your experience with onboarding, training, and advocacy initiatives. Discuss how you've promoted long-term customer satisfaction and engagement in previous roles. This will show that you understand the importance of building strategic relationships.
