At a Glance
- Tasks: Build strong relationships with public sector customers and enhance their experience.
- Company: Ambitious tech company transforming public sector procurement.
- Benefits: Ownership of key relationships, career development, and meaningful impact.
- Other info: Join a collaborative team with exposure to senior leadership.
- Why this job: Make a real difference in how public sector organisations operate.
- Qualifications: 3+ years in Customer Success or Account Management, strong stakeholder skills.
The predicted salary is between 42750 - 52250 £ per year.
We're working with an ambitious technology business that's transforming how public sector organisations manage procurement and connect with suppliers. Already making an impact across the UK, they're entering an exciting phase of growth and need a Customer Success Manager to help strengthen relationships, improve customer experience and shape how their service evolves.
Role Overview
- Role Type: Fixed Term Contract for 6 months with potential for conversion to permanent.
- Industry: SaaS / Technology / Public Sector Procurement
What You’ll Be Doing
- Own and develop relationships with public sector customers, becoming their trusted point of contact throughout the customer lifecycle.
- Lead customer onboarding and implementation, ensuring a smooth transition and strong adoption of the platform.
- Manage inbound queries, customer communications and escalations, delivering a consistently high standard of service.
- Run regular customer reviews, monitoring satisfaction, performance and opportunities for improvement.
- Work closely with product, technical and strategy teams to turn customer feedback into meaningful platform improvements.
- Develop and refine customer success processes, including onboarding frameworks, reporting and account health tracking.
- Manage relationships with supplier partners, supporting engagement, onboarding and ongoing account development.
- Identify opportunities for renewals, account growth and increased platform adoption alongside senior leadership.
- Monitor project delivery, budgets and commercial risks to ensure customer expectations and business objectives remain aligned.
Main Skills Needed
- 3+ years' experience in Customer Success, Account Management, Technical Account Management or Customer Delivery.
- Experience working in a Start Up or Scale Up environment would be advantageous.
- Proven experience onboarding customers, managing implementations and supporting digital platforms or SaaS products.
- Strong stakeholder management skills, with the confidence to build relationships and navigate challenging conversations.
- Experience identifying and improving processes, templates or playbooks utilised within a Customer Success function.
- Excellent organisational skills, with experience managing multiple accounts, projects and competing priorities.
- Ability to work collaboratively with technical and product teams, translating customer requirements into practical solutions.
- A proactive, commercially aware approach to customer retention, satisfaction and account development.
- Comfortable working independently in a fast-paced, growing business where processes are continually evolving.
- Experience within public sector organisations or procurement technology would be beneficial, but isn't essential.
What’s in It for You
- Real Ownership: Take responsibility for key customer relationships and directly influence how the customer success function develops.
- Career Development: Join a growing technology business where you'll have the opportunity to expand your responsibilities as the company scales.
- Meaningful Impact: Work on technology that's improving how public sector organisations operate and helping businesses access new opportunities.
- Collaborative Culture: Work alongside a close-knit, ambitious team that values quality, innovation and customer experience.
- Senior Leadership Exposure: Collaborate directly with decision-makers and contribute to commercial and product strategy.
- Autonomy & Influence: Help build processes, shape customer engagement and make a visible difference to the business.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Customer Success Manager in London employer: Addition+
Addition is an exceptional employer that fosters a dynamic work culture in the heart of London, where innovation meets collaboration. With a strong emphasis on professional development, employees are encouraged to grow their skills and advance their careers while enjoying competitive salaries and flexible working arrangements. Joining Addition means being part of a forward-thinking team dedicated to making a meaningful impact in the cyber security landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Addition+.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Addition+. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Addition+.
How to prepare for a job interview at Addition+
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Addition+'s industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Addition+ offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
