At a Glance
- Tasks: Lead customer success initiatives and build strong relationships with key accounts.
- Company: Join Last Mile, a leading multi-utility company committed to innovation and service excellence.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Be part of a Great Place to Work certified business with excellent career opportunities.
- Why this job: Make a real impact in the utilities sector while driving customer satisfaction and growth.
- Qualifications: Experience in customer success or account management, preferably in utilities or B2B.
The predicted salary is between 36000 - 60000 £ per year.
Join a leading utilities company that champions innovation and service excellence. At Last Mile, we take pride in delivering high-quality solutions across the multi-utility sector. Our Sales team is growing, and we are excited to welcome a talented Customer Success Manager to join us.
As a Customer Success Manager, you will take on a nationwide role focused on developing innovative ways to secure future work across local authorities, housing associations and framework agreements. As a key member of the Sales & Design Team, you'll play a crucial role in driving customer satisfaction, retention and growth within the utilities sector. Acting as the primary relationship owner for key accounts, you will ensure customers receive maximum value from our services and solutions.
Working closely with sales, operations, billing and product teams, you will maintain strong customer relationships, proactively resolve issues and identify commercial opportunities that support long-term revenue growth.
Your responsibilities as a Customer Success Manager:
- Leadership & Team Management - Oversee and support the Business Development Manager and Sales Coordinator, ensuring high-quality performance, effective workload management, and ongoing professional development, while maintaining a positive and productive team environment.
- Customer Relationship Ownership - Act as the primary contact for key customers, building strong and trusted long‐term relationships through proactive communication, regular reviews and onsite or virtual meetings.
- Service Delivery & Performance Oversight - Ensure seamless customer onboarding and monitor service performance, SLAs and delivery milestones. Work with internal teams to resolve issues promptly and manage escalations professionally to maintain excellent customer experience.
- Commercial Growth & Strategic Planning - Identify upsell, renewal and cross‐sell opportunities, support contract discussions and pricing updates, and contribute to revenue forecasting and customer growth plans using insights drawn from data and customer feedback.
- Customer Advocacy & Continuous Improvement - Analyse customer data and performance trends to recommend service enhancements. Provide insight to product and operational teams, track customer health indicators and champion customer needs to reduce churn and drive continuous improvement.
Preferred experience:
- Proven experience in customer success, account management, or commercial roles within utilities or B2B service environments.
- Strong knowledge of utility operations (energy, water, metering, last mile delivery, infrastructure or related fields).
- Ability to analyse data, understand commercial drivers, and create actionable insights.
- Strong stakeholder management experience across operational, commercial, and technical teams.
At Last Mile, we are proud to be an equal opportunities employer. We consider all applications solely on the basis of skills and experience and actively encourage candidates from all backgrounds to apply.
Customer Success Manager in Stonehouse employer: Beta
At Last Mile, we are dedicated to fostering a supportive and inclusive work environment where innovation thrives. As a Customer Success Manager, you will benefit from our commitment to employee growth through ongoing professional development and a culture that values teamwork and collaboration. With our strong presence in the utilities sector and recognition as a Great Place to Work, you will have the opportunity to make a meaningful impact while enjoying competitive benefits and a focus on work-life balance in locations such as Stonehouse, London, Warrington, or Hamilton.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Stonehouse
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Last Mile on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Last Mile’s projects and values. Show them you’re not just another candidate; you’re genuinely interested in their mission and how you can contribute.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the Customer Success Manager role. Highlight your skills in relationship management and data analysis, as these are key for the position.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds.
We think you need these skills to ace Customer Success Manager in Stonehouse
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 relevant experience in customer success and utilities, and show us how you can bring value to our team.
Showcase Your Skills:We want to see your skills in action! Use specific examples from your past roles that demonstrate your ability to manage customer relationships and drive growth. This is your chance to shine!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured documents that are easy to read. Avoid jargon unless it’s relevant to the role, and make sure your passion for the position comes through.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen to join Last Mile!
How to prepare for a job interview at Beta
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success management. Understand key metrics like NPS and CSAT, and be ready to discuss how you've used these in past roles to drive customer satisfaction and retention.
✨Showcase Your Relationship-Building Skills
Prepare examples that highlight your ability to build strong relationships with clients. Think about times when you turned a challenging situation into a positive outcome, as this will demonstrate your proactive communication skills and customer advocacy.
✨Understand the Utilities Sector
Familiarise yourself with the utilities industry, especially the specific challenges and opportunities within it. Being able to discuss trends or recent developments will show your genuine interest and understanding of the sector, making you a more compelling candidate.
✨Prepare for Scenario-Based Questions
Anticipate scenario-based questions where you might need to resolve a customer issue or identify growth opportunities. Practise structuring your responses using the STAR method (Situation, Task, Action, Result) to clearly convey your thought process and problem-solving abilities.
