At a Glance
- Tasks: Lead customer success initiatives and build strong relationships with key clients.
- Company: Established international cloud and managed services specialist with a focus on customer satisfaction.
- Benefits: Competitive salary up to £100,000, performance-related bonuses, and opportunities for professional growth.
- Other info: Dynamic role with a focus on strategic accounts and collaboration with international teams.
- Why this job: Make a real impact by enhancing customer experiences and driving retention strategies.
- Qualifications: Experience in customer success roles within technology services and strong relationship-building skills.
The predicted salary is between 40500 - 49500 £ per year.
- Customer Success Manager – Cloud & Managed Services
- OTE: Up to £100,000 (Performance-related)
- Focus: Customer Retention | Renewals | Strategic Client Relationships
An exciting opportunity to take ownership of customer success across the UK for an established international cloud and managed services specialist.
We're partnering with an ambitious, internationally established cloud and managed services business to recruit a Head of Customer Success, responsible for developing strategic customer relationships, improving retention and ensuring clients receive exceptional ongoing service.
The company specialises in supporting business-critical cloud environments, providing a combination of cloud infrastructure, managed services, technical consultancy and ongoing application support.
With an established international presence, experienced technical teams and the backing of a larger technology group, the business is investing in strengthening its UK customer operations.
This is a fantastic opportunity for an experienced customer success professional who enjoys building meaningful client relationships, solving problems and making a tangible difference to the customer experience.
You'll take ownership of the company's most strategically important UK customers, working closely with senior stakeholders, technical teams and international colleagues to improve customer satisfaction, strengthen retention and develop a more proactive approach to customer success.
Unlike positions where customer success is primarily focused on identifying upselling opportunities, this role is centred on understanding customers, protecting relationships and ensuring the business consistently delivers against expectations.
The Opportunity
As Head of Customer Success, you'll take responsibility for the company's UK customer success function, with a particular focus on strategic accounts, customer retention and renewals.
You'll be the senior customer success representative in the UK, supported by an established international team and experienced technical specialists.
Your primary objective will be to strengthen customer relationships, improve renewal performance and ensure customers continue to receive value from the services they purchase.
Your responsibilities will include
- Taking ownership of the company's most strategically important UK customers, developing strong relationships with senior business and technical stakeholders.
- Leading regular face-to-face customer meetings to understand satisfaction levels, identify concerns and ensure customer expectations are being met.
- Developing and executing customer retention strategies, with responsibility for improving renewal performance across the UK customer portfolio.
- Acting as a trusted point of contact for customers, ensuring issues are understood, prioritised and resolved effectively.
- Working closely with technical account owners, engineers and service delivery teams to improve the customer experience.
- Identifying potential renewal risks early and developing appropriate action plans to strengthen customer relationships.
- Monitoring customer satisfaction, service performance and renewal outcomes against agreed KPIs.
- Collaborating with commercial colleagues to ensure customers receive a joined‑up experience across service delivery, account development and contract renewals.
- Supporting and coordinating international customer success colleagues to ensure consistent service standards across the wider customer base.
- Helping develop customer success processes, reporting and engagement strategies as the UK operation continues to grow.
This is a highly relationship-driven position, requiring someone who enjoys meeting customers, understanding their challenges and working collaboratively to deliver meaningful improvements.
What We're Looking For
We're interested in speaking with experienced customer success professionals who have a strong background in recurring‑revenue technology services and a proven ability to improve customer retention.
You’ll ideally bring
- Experience in a senior Customer Success Manager, Customer Success Lead or Head of Customer Success position within a cloud, managed services or technology consultancy business.
- A demonstrable track record of managing strategic customer relationships and improving retention or renewal performance.
- Experience working within recurring‑revenue business models, with an understanding of customer lifecycle management and contract renewals.
- The ability to engage confidently with senior stakeholders, understand customer concerns and build trusted, long‑term relationships.
- Sufficient technical understanding of cloud infrastructure, managed services or application support to hold credible conversations with customers and engineering teams.
- Strong problem‑solving skills, with the ability to coordinate internal teams and ensure customer issues are addressed effectively.
- Experience managing customer satisfaction metrics, renewal KPIs and customer health indicators.
- A proactive, hands‑on approach, with a willingness to regularly meet customers face to face.
- The confidence to operate autonomously, influence internal stakeholders and help develop customer success processes.
Customer Success Manager employer: James Adams
Join a dynamic aerospace manufacturing team in Essex, where your expertise as a Quality Inspector will be valued and nurtured. With a hybrid working model and a focus on employee growth, we offer a supportive work culture that encourages collaboration and innovation. This role not only provides the chance to work on cutting-edge projects but also allows for flexibility and a strong emphasis on quality standards, making it an ideal environment for professionals seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at James Adams. 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 James Adams 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
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 James Adams:Your cover letter is your chance to shine! Tell us why you want to work at James Adams 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 James Adams!
How to prepare for a job interview at James Adams
✨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.
