Customer Success Manager

POSITION DETAILS:

• Reports to: Head of Managed Services
• Team: Customer Success Unit
• Department: Services

PURPOSE OF JOB:

The CSM is the post-sale owner of customer outcomes for Bytes Services. This role is responsible for ensuring that our clients experience consistent, high-quality technical support aligned to SLAs and business outcomes. Working closely with Customer Success Architects, support teams, and clients, you’ll lead service performance reporting, manage escalations, and drive continuous improvement across the support experience. This role acts as the operational owner of the client support journey, ensuring clarity, consistency, and excellence in service delivery. The CSM proactively monitors account health, mitigates risk, channels Voice of Customer insights to service improvement, and partners with Sales for renewals and expansion, remaining operationally focused and non-commercial in day-to-day engagements.

KEY RESPONSIBILITIES:

• Client Support Experience: Serve as the operational point of contact for clients for all support-related matters. Act as the continuity owner throughout the customer lifecycle, ensuring stability of communication, expectations, and experience. Build strong client relationships, ensuring their support experience aligns with expectations. Manage and resolve support service escalations in a timely and structured manner. Lead monthly service reviews and contribute to quarterly business reviews (QBRs). Onboard new clients by leading support service induction meetings.
• Service Performance & Reporting: Prepare content and present Client service Induction meetings. Track, analyse, and report on SLA and KPI performance for assigned clients. Prepare and deliver monthly service performance reports to stakeholders. Monitor client satisfaction (CSAT) scores and recommend improvement actions based on feedback. Ensure client-facing reports and documentation are timely, accurate, and action-oriented. Provide suggestions to improve operational workflows, communication paths, and technical documentation that impact support delivery.
• Continuous Service Improvement: Identify trends in support tickets, escalations, and service issues. Proactively recommend changes to processes, tooling, or documentation to enhance service quality. Lead or contribute to initiatives aimed at improving operational efficiency or client satisfaction. Support efforts to introduce automation or triage enhancements where appropriate. Create and maintain service improvement logs.
• Collaboration & Governance: Work closely with Technical Account Managers to align on strategic and operational priorities for clients. Maintain regular dialogue with Support Leads and Engineers to track key risks and service improvements. Participate in internal governance meetings and contribute to lessons-learned sessions following incidents.
• Documentation & Compliance: Maintain accurate records of client SLAs, OLAs, support workflows, and service reports. Ensure all service activities are compliant with internal standards and external contractual commitments.

WIDER TEAM NETWORK:

• Internal: Support Managers, Head of Support, Support Teams, Customer Success Architects
• External: Clients and Account Management Teams

QUALIFICATIONS, EXPERIENCE, & SKILLS:

• Educational Qualifications: Minimum A-Levels (A-C) English & Mathematics, Bachelor’s Degree in a relevant subject
• Professional Qualifications: ITIL Qualified, Prince2 or Hybrid Agile (or similar) accreditation, Microsoft Certified: Azure Fundamentals (AZ-900), Microsoft Certified: Microsoft 365 Fundamentals (MS-900), Microsoft Azure Administrator Associate (AZ-104)
• Experience: Experience in working with Clients, Vendors and Partners, Experience in 1st, 2nd & 3rd Line Support Services, Experience in ITSM Tools, Experience in Microsoft Visio
• Other Requirements: Legally able to work in the country in which the position is based. Working Location – Hybrid – 3 days attendance at a Bytes office.

CORE Competencies & SKILLS:

• Ability to work proactively, independently, and in an agile manner to achieve desired outcomes.
• Ability to prioritize work under pressure, work without supervision, and use initiative.
• Excellent written and verbal communication skills, capable of communicating with internal and external stakeholders.
• Excellent organizational skills and ability to juggle multiple demands without missing deadlines.
• Attention to detail especially involving documentation and statistics.
• Ability to understand and follow key processes, and contribute to the improvement of existing processes.

MEASURES & GOALS:

• OBJECTIVE: Bonus KPIs
• MEASURE: TBC
• FREQUENCY: Quarterly