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- 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, car allowance, bonuses, pension, and generous holidays.
- Why this job: Make a real impact by enhancing client satisfaction and driving business growth.
- Qualifications: Level 5 qualification in Facilities Management or related field required.
- Other info: Join a supportive team with opportunities for personal and professional development.
The predicted salary is between 47000 - 63000 £ 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.
Key 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
- Recognised qualification in Facilities Management, Customer Service or Management (Level 5 or above)
- Membership of a relevant professional body (e.g. IWFM, RICS or engineering institution)
- Relevant Health & Safety qualification
- 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
- 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
Customer Success Manager in London employer: Arcus Solutions
Contact Detail:
Arcus Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in London
✨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 interviews by researching the company and its clients. Understand their values and how they measure success. This will help you tailor your responses and show that you're genuinely interested in driving continuous improvement and service excellence.
✨Tip Number 3
Practice your pitch! Be ready to discuss your experience managing multi-site operations and how you've driven performance optimisation in previous roles. Highlight your leadership skills and how you've built strong relationships with stakeholders.
✨Tip Number 4
Don't forget to apply through our website! We love seeing candidates who are proactive and engaged. Plus, it gives us a chance to see your application in the best light possible. Let's get you that Customer Success Manager role!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Success Manager role. Highlight your experience in managing client relationships and delivering service excellence, as these are key for us at StudySmarter.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use specific examples that demonstrate your success in continuous improvement and performance optimisation, which are crucial for this position.
Craft a Compelling Cover Letter: Your cover letter should tell us why you’re the perfect fit for the role. Share your passion for customer success and how your skills align with our goals at StudySmarter. Make it personal and engaging!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better!
How to prepare for a job interview at Arcus Solutions
✨Know Your Numbers
As a Customer Success Manager, you'll need to be comfortable with budgets and KPIs. Brush up on your financial knowledge and be ready to discuss how you've managed P&L in previous roles. Bring specific examples of how you’ve controlled costs and maximised value for clients.
✨Showcase Your Leadership Skills
This role requires strong leadership, so prepare to share your experiences managing teams and driving performance. Think of instances where you’ve motivated your team through change or improved service delivery. Highlight your ability to build relationships with both clients and internal stakeholders.
✨Demonstrate Continuous Improvement Mindset
The company is looking for someone who can drive continuous improvement. Be ready to discuss specific initiatives you've led that resulted in enhanced service quality or operational efficiency. Use metrics to back up your claims and show how you measure success.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making abilities. Think about challenges you've faced in client management or facilities operations and how you overcame them. Practise articulating your thought process clearly and confidently.
