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- Tasks: Champion customer success and build strong relationships with global clients.
- Company: Leading provider of IT services and AI solutions, based in Central London.
- Benefits: Competitive salary up to £70,000, hybrid work, and bonus opportunities.
- Why this job: Make a real impact by ensuring customers maximise value from innovative services.
- Qualifications: 5+ years in Customer Success with strong relationship-building skills.
- Other info: Dynamic role with opportunities for professional growth and development.
The predicted salary is between 42000 - 84000 £ per year.
A leading provider of end-to-end IT services, cloud expertise, AI solutions, and resource augmentation worldwide is seeking an experienced customer success manager to champion customer success for global clients. You'll play a key role in ensuring customers realise maximum value from our managed services, AI innovations, cloud solutions, and resource augmentation offerings.
The Role:
- Build and nurture strong client relationships across all organisational levels, focusing on customer outcomes, sentiment, satisfaction, and proactive value realisation from services and solutions.
- Lead regular service reviews, anticipate and manage down escalations through proactive engagement, and ensure consistent face-to-face interaction (where feasible).
- Communicate effectively with internal leadership and external stakeholders to advocate for customer needs; support integrated account planning, renewals, and key milestones.
- Collaborate with account managers on relationship mapping, identifying champions and stakeholders.
- Maintain up-to-date customer success plans and documentation aligned with contracts and goals; ensure accessibility of service catalogues and signpost to relevant offerings.
- Manage vendor relationships and third-party agreements to support optimal customer outcomes.
- Provide comprehensive Back Office support, including administration, onboarding coordination, process optimisation, accurate documentation of interactions and deliverables, report preparation, and renewal support.
- Facilitate smooth onboarding of new accounts and resources, ensuring compliance and operational readiness.
- Track invoices/POs, monitor financial performance, manage budgets, review vendor service levels (including penalties/rewards), and address payment delays.
- Manage resource augmentation demands from qualification through onboarding and delivery; maintain communication with resources and stakeholders.
- Leverage experience in people-based services, onboarding/line managing large remote (including offshore) teams, performance management, and handling challenging conversations for positive results.
What We're Looking For:
- 5+ years of Customer Success experience, preferably in a resource augmentation or people-based services environment.
- Strong customer-centric mindset with proven track record in developing client relationships, driving satisfaction, continual improvement, and handling escalations.
- Excellent communication, presentation, facilitation, negotiation, and stakeholder management skills across all levels.
- Experience developing and implementing effective processes, budgeting, cost control, vendor/contract management, and continuous service improvement (CSI).
- Self-motivated, flexible, adaptable to changing customer/team/organisational needs, and open to new ideas.
- Technical awareness (networks, cloud, infrastructure, AI) is advantageous.
- Strong people management skills, including onboarding, line managing, and performance coaching remote/offshore resources.
Customer Success Manager employer: Computappoint
Contact Detail:
Computappoint Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company and its services thoroughly. Be ready to discuss how your experience aligns with their needs, especially around customer success and relationship management. Show them you’re not just another candidate, but the perfect fit!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate why you’re the best choice for the Customer Success Manager position.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it’s super easy to keep track of your applications that way!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Success Manager role. Highlight your experience in building client relationships and driving satisfaction, as these are key for us at StudySmarter.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your customer-centric mindset and how you've handled escalations in the past. We love seeing real examples that demonstrate your skills.
Showcase Your Communication Skills: Since communication is crucial for this role, make sure your application reflects your ability to engage with stakeholders at all levels. Clear and concise writing will impress us!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss any important updates from us!
How to prepare for a job interview at Computappoint
✨Know Your Customer Success Fundamentals
Brush up on the key principles of customer success, especially in resource augmentation and people-based services. Be ready to discuss how you've driven customer satisfaction and managed escalations in your previous roles.
✨Showcase Your Communication Skills
Prepare to demonstrate your excellent communication abilities. Think of examples where you effectively engaged with stakeholders at all levels, advocated for customer needs, or facilitated successful service reviews.
✨Be Ready to Discuss Process Improvement
Have specific examples ready that highlight your experience in developing and implementing effective processes. Talk about how you've managed budgets, vendor relationships, and continuous service improvement initiatives.
✨Demonstrate Your Technical Awareness
Familiarise yourself with the technical aspects relevant to the role, such as cloud solutions and AI innovations. Be prepared to discuss how this knowledge has helped you in managing customer expectations and delivering value.
