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For Companies At a Glance
- Tasks: Lead client contracts, ensuring compliance and delivering top-notch service excellence.
- Company: Join a forward-thinking company that values customer success and teamwork.
- Benefits: Enjoy a competitive salary, car allowance, bonuses, and generous holidays.
- Why this job: Make a real impact by driving continuous improvement and building strong client relationships.
- Qualifications: Must have a Level 5 qualification in Facilities Management or similar.
- Other info: Dynamic role with opportunities for growth and development in a supportive environment.
The predicted salary is between 55000 - 60000 £ per year.
Salary: £55,000 - £60,000
Benefits: Car Allowance, Bonus, Pension, Holidays, Many More Benefits
Location: Field-based
The Role
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
Requirements
Qualifications (Essential): 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), 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: Career Choices Dewis Gyrfa Ltd
Contact Detail:
Career Choices Dewis Gyrfa Ltd 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, attend events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Customer Success Manager role.
✨Tip Number 2
Prepare for interviews by researching the company and its clients. Understand their values and how they align with your experience. We want you to shine in those interviews, so practice common questions and have examples ready that showcase your leadership and client management skills.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. We recommend mentioning something specific from the interview to remind them of your conversation and reinforce your fit for the Customer Success Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. We’re always looking for talented individuals like you, so make sure you take that step and get your application in!
We think you need these skills to ace Customer Success Manager
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 numbers and examples to demonstrate how you’ve driven continuous improvement and managed budgets effectively in previous roles.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about the role and how your skills align with our mission at StudySmarter. Keep it engaging and personal!
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 Career Choices Dewis Gyrfa Ltd
✨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 driven performance improvements and reduced costs.
✨Showcase Your Leadership Skills
This role requires strong leadership capabilities. Prepare to share stories about how you've successfully led teams through change or improvement initiatives. Highlight your experience in coaching and developing team members, as well as how you’ve built relationships with stakeholders.
✨Understand the Client's Needs
Research the company and its clients thoroughly. Be prepared to discuss how you would approach building long-term relationships and ensuring service excellence. Think about how you can add value to their operations and be ready to suggest ideas for organic growth.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle challenging situations. Prepare for scenarios related to compliance, quality assurance, and performance management. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
