Team Manager Customer Engagement in London

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

Why you’ll love this role of Team Manager of the Customer Engagement Team: You'll be responsible for leading, developing and scaling a team of Customer Engagement Managers, each owning end-to-end relationships across defined customer portfolios. You won't just manage a team; you'll shape how we engage with our customers, drive measurable improvements in customer health and act as the critical bridge between our Customer Success strategy and day-to-day delivery across the business.

What you will do to be successful in this role:

• Lead, coach and performance manage a team of 10+ Customer Engagement Managers, setting clear expectations and standards of delivery.
• Own customer outcomes across the team, including customer health score, cNPS, NRR and GRR, ensuring accurate forecasting, reporting and visibility across renewals and risks.
• Act as senior escalation point for complex or high-risk customers, ensuring consistent execution of Back-to-Green plans and trust recovery where required.
• Partner closely with Sales, Services, Support, Product and GTM teams to deliver a joined-up customer experience, identifying systemic issues and feeding insight into continuous improvement initiatives.
• Communicate with clarity and confidence across all levels from technical teams to C-suite whilst driving strong operating rhythms, governance and data discipline across the team.

Requirements:

• Proven experience leading, coaching and scaling customer-facing teams, ideally within Customer Success, Customer Relations or Account Management leadership roles.
• Strong commercial and customer acumen able to balance customer advocacy with business outcomes and make confident, data-led decisions at scale.
• Excellent communicator and influencer, with the credibility to align senior stakeholders and navigate complexity in a matrixed, geo-diverse organisation.
• Demonstrated ability to work cross-functionally, driving collaboration across multiple teams and functions to deliver joined-up outcomes.
• Experience leading teams through transformation or operating model change, with knowledge of UK public sector — particularly local government — highly desirable.

We Want You to Bring Your Whole Self to Work: There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Why You'll Love Working with Us: As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities. We know that when our people are happy, they work better and have greater job satisfaction.

Here's what you can expect:

• 25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days!
• Days of Difference – Up to 3 extra days off for volunteering.
• Pension Contributions – 5% employer match to support your future.
• Income Protection – Up to 75% salary cover for long-term illness.
• Life Assurance – 4x salary tax-free lump sum.
• Critical Illness Cover – £25,000 lump sum (extendable to dependents).
• Private Medical Insurance – Fast access to private healthcare.
• Health Cash Plan – Claim back physio, therapies & more.
• Dental Insurance – Cover for routine & emergency care.
• Electric Vehicle (EV) Scheme – A wide range of electric & hybrid vehicles.
• Affinity Groups – Join employee-led communities.
• Bounty Bonus – Refer a friend & get rewarded.

At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences. We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission. If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.