Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead client relationships and ensure top-notch service delivery while driving continuous improvement.
- Company: Dynamic company focused on customer success and operational excellence.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Why this job: Make a real impact by enhancing client satisfaction and driving business growth.
- Qualifications: Experience in customer service or management, with strong leadership skills.
- Other info: Join a culture of continuous improvement and career advancement opportunities.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for an experienced Customer Success Manager to lead the compliance, quality assurance and performance of a key client contract. You will ensure all contractual obligations are met, budgets are effectively managed, and service excellence is consistently delivered. A key part of the role will be overseeing the delivery of planned Headlease Inspections across the Arch Co account, while working closely with the client and internal stakeholders to drive continuous improvement, commercial value and long-term partnership success.
Responsibilities
- Support the Account Director in delivering strategic objectives and business plan outcomes
- Identify and mobilise opportunities for organic growth within the contract
- Review KPI performance, providing insight and mitigation where required
- Embed performance reporting into business-as-usual activity
- Manage and review P&L budget lines, controlling costs and minimising financial risk
- Ensure full compliance with contractual and commercial terms
- Manage variations, including add/remove service requests
- Work with finance partners to develop accurate forecasting and financial models
- Identify and eliminate unnecessary costs and inefficient activity
- Line manage site inspectors to ensure headlease inspections are delivered on time and to standard
- Build strong, long-term relationships with client stakeholders
- Lead regular client meetings, ensuring value for money and service excellence
- Drive a culture of continuous improvement across the facilities function
- Coach, develop and motivate team members through change and growth
- Provide strong leadership to ensure quality, safety and performance standards are consistently met
Qualifications
- Recognised qualification in Facilities Management, Customer Service or Management (Level 5 or above)
- Desirable: Membership of a relevant professional body (e.g. IWFM, RICS or engineering institution)
- Desirable: Relevant Health & Safety qualification
Experience & Knowledge
- Proven experience in a similar senior, client-facing role
- Track record of managing multi-site commercial operations or facilities maintenance
- Experience managing senior stakeholders and high-profile clients
- Strong leadership experience with operational and field-based teams
- Demonstrated success in continuous improvement and performance optimisation
- Strong understanding of hard and soft FM services and contractor management
- Solid commercial awareness, including financial planning, P&L control and forecasting
- Knowledge of compliance, quality management, H&S and duty of care obligations
Skills & Competencies
- Strong leadership and people management capability
- Excellent communication and stakeholder engagement skills
- Commercially astute with strong analytical and decision-making ability
- Resilient and adaptable in a fast-paced environment
- Confident managing change and driving improvement initiatives
- IT literate with the ability to present data and insights clearly
Proud member of the Disability Confident employer scheme.
Customer Success Manager employer: Arcus FM
Contact Detail:
Arcus FM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Success Manager role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company and its clients, especially focusing on their compliance and quality assurance practices. Be ready to discuss how your experience aligns with their needs and how you can drive continuous improvement.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've managed teams and improved performance in previous roles. Highlight your ability to build strong relationships with stakeholders and deliver service excellence.
✨Tip Number 4
Don't forget to apply through our website! It's the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in managing client relationships and delivering service excellence, as these are key aspects of the job.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've driven continuous improvement and achieved results in previous roles. Numbers and metrics can really make your application stand out!
Be Clear and Concise: Keep your writing clear and to the point. Use bullet points where possible to make it easy for us to read through your application quickly. We love a well-structured application!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining the StudySmarter team!
How to prepare for a job interview at Arcus FM
✨Know Your Numbers
As a Customer Success Manager, you'll need to be comfortable discussing KPIs and financials. Brush up on your P&L management skills and be ready to share examples of how you've successfully controlled costs and maximised budgets in previous roles.
✨Showcase Your Leadership Skills
This role requires strong leadership capabilities. Prepare to discuss your experience in managing teams and driving performance improvements. Think of specific instances where you motivated your team through change and how that led to successful outcomes.
✨Build Rapport with Stakeholders
Client relationships are key in this position. Be prepared to talk about how you've built long-term partnerships in the past. Highlight your communication skills and any strategies you've used to ensure client satisfaction and service excellence.
✨Emphasise Continuous Improvement
The job description mentions a culture of continuous improvement. Come equipped with examples of how you've identified inefficiencies and implemented changes that led to better performance. This will show your proactive approach and commitment to delivering value.
