At a Glance
- Tasks: Build strategic relationships with enterprise customers and shape a new Customer Success function.
- Company: Join a successful, family-owned global technology business with a collaborative culture.
- Benefits: Enjoy hybrid working, annual salary reviews, and clear career progression opportunities.
- Other info: Be one of the first members of a newly created team with high levels of autonomy.
- Why this job: Influence customer strategy and work directly with senior leadership in a dynamic environment.
- Qualifications: 7-10 years in Enterprise Customer Success or Strategic Account Management with strong stakeholder skills.
The predicted salary is between 60000 - 80000 £ per year.
Hybrid | North West HQ (2 days per week or client site) | Enterprise Accounts (Many in London)
This is not a traditional Customer Success role. We're looking for someone to help build an entirely new Enterprise Customer Success function within an established, privately-owned technology business of around 600 employees worldwide. With no legacy account ownership or existing Customer Success structure to inherit, you'll have the opportunity to shape how strategic customer engagement is delivered from day one.
You'll inherit a small portfolio of 2-4 major enterprise customers, many of whom are household names across sectors including insurance and retail. These organisations already invest in our client's core software platforms and managed services, but many are unaware of the wider capabilities available to support their digital transformation journey. Your role is to change that.
Rather than managing support relationships, you'll build trusted partnerships with senior business and technology leaders, understanding where each organisation is heading strategically and positioning additional solutions that genuinely help them achieve their objectives. This is a consultative relationship role where success comes through credibility, curiosity and commercial awareness—not hard selling.
What you'll be doing:
- Build strategic relationships across a portfolio of enterprise customers.
- Move engagement beyond operational contacts and establish trusted relationships with senior stakeholders, ideally operating one level below the C-suite.
- Understand customers' business priorities, transformation programmes and strategic objectives.
- Identify opportunities to introduce additional products, professional services and consulting capabilities.
- Act as the voice of the customer internally whilst becoming a trusted advisor externally.
- Create executive engagement opportunities, including introductions between senior customer stakeholders and company leadership.
- Help shape the future direction of a brand-new Customer Success function.
What success looks like:
- Customers view you as a trusted business partner rather than a supplier.
- Executive-level relationships are established across your accounts.
- Existing customers gain a broader understanding of the organisation's capabilities.
- Additional services and solutions are adopted because they solve genuine business challenges.
- You create opportunities for senior leadership to engage directly with customer executives.
- You become one of the key faces of the organisation within your customer portfolio.
About you:
You'll be naturally relationship-driven, commercially aware and comfortable operating without constant direction. This role will suit someone who enjoys autonomy and takes ownership rather than waiting to be told what to do.
You'll likely have:
- 7-10 years' experience in Enterprise Customer Success, Strategic Account Management or Customer Engagement.
- A track record of growing existing enterprise accounts through trusted relationships.
- Experience working with large, complex organisations undergoing digital or data transformation.
- Exceptional stakeholder management skills with experience engaging senior business and technology leaders.
- Strong commercial awareness without relying on aggressive sales techniques.
- Excellent communication, presentation and influencing skills.
- Experience within enterprise software, cloud, managed services or technology consulting environments.
- Exposure to AI, Frontier AI or AI Governance would be advantageous.
Why this opportunity?
- Join a successful, family-owned global technology business.
- Work directly with senior leadership, including a CEO who remains heavily involved in the business.
- Be one of the first members of a newly created Customer Success team.
- High levels of autonomy and trust.
- Clear progression into Strategic Account Director / Key Account Director roles.
- Annual salary reviews and long-term career development.
- Hybrid working with a combination of office, home and client site visits.
If you're looking for a role where you can genuinely influence customer strategy, build executive relationships and help shape a growing Customer Success function, we'd love to hear from you. Send your CV in word format in complete confidence. I WILL reply to you.
Customer Success Manager in England employer: Fenwick Ryan
Join a dynamic, family-owned technology business that values innovation and employee autonomy. As a Customer Success Manager, you'll have the unique opportunity to shape a new function while building strategic relationships with major enterprise clients, all within a supportive work culture that prioritises personal growth and career progression. Enjoy hybrid working arrangements, direct access to senior leadership, and a clear path for advancement in your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fenwick Ryan. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fenwick Ryan before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in England
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fenwick Ryan:Your cover letter is your chance to shine! Tell us why you want to work at Fenwick Ryan specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fenwick Ryan!
How to prepare for a job interview at Fenwick Ryan
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
