Customer Success Team Manager (B2B) in Norwich

R13 Recruitment are excited to be recruiting for a B2B Customer Success Team Manager to join an established and growing business based out of central-Norwich offices. This is a brand-new opportunity for an experienced Client-focused professional who enjoys combining people management, client relationships as well as an interest in data and technology to improve the customer experience and drive long-term partnerships.

You'll take ownership of developing a growing Customer Success function, leading the implementation of a new customer engagement platform and using data, automation and AI to create a more proactive approach to customer retention. With the opportunity to shape the team, influence processes and make a real impact on the wider business, this is a role with plenty of scope to develop.

This is a full-time, office-based position in Norwich for the first six months, with the opportunity to move to a hybrid arrangement thereafter (three days in the office and two working from home). Salary is offered at £50,000 with an additional £10,000 bonus per annum.

The Company

Our client is an established, growing business providing specialist services and ongoing support to a broad portfolio of business customers. With a strong focus on customer relationships, service delivery and continual improvement, they are investing in new technology and developing their approach to customer engagement.

This is an opportunity to join a business at an exciting stage of development, where you will have the autonomy to integrate a new operating systems using AI features, shape a function, introduce new ways of working and build a team for the future.

Your Benefits

• Additional earning potential through cross-selling and referral opportunities.
• Generous bonus scheme based on deliverables.
• Birthday day off, in addition to 25 days annual leave and bank holidays.
• Pension scheme.
• Health cash plan and wellbeing support.
• Recognition and incentive schemes.
• Ongoing learning and development opportunities.
• Parking space.

The Day to Day

• Owning the implementation and ongoing development of a new generative AI CRM platform, using data and automation to improve the customer journey.
• Working with internal stakeholders to deliver the platform implementation over the first six months.
• Building automated customer journeys and personalised communications to drive engagement.
• Leading and developing the Customer Success team, setting priorities and driving performance with future scope to grow the department.
• Managing team workflows and ensuring customer actions are followed up effectively.
• Overseeing key client accounts and maintaining strong customer relationships.
• Reviewing customer feedback and complaints to identify trends and improve service delivery.
• Collaborating with internal teams to improve customer communications, processes and experience.
• Identifying cross-selling and upselling opportunities to support business growth.

You will have/be

• Experience working with, and ideally integrating and developing, an Agentic AI CRM platform [IE exposure with: G2 MCP for HubSpot, Gainsight CS, Custify, PlanHat, Totango, Churn Zero, Catalyst, Client Success, Vitally, Vilaris]
• Excellent team and people leadership and development skills
• Experience in a commercial B2B Client Success environment
• Exposure with client contracts; retentions, renewals, growth, complaints
• Strong relationship-building and stakeholder management skills, with the confidence to work collaboratively across different departments.
• A data-driven approach, with the ability to interpret customer behaviour and performance metrics to identify opportunities.
• A desire to seek out an integrate continuous improvement measures to optimise customer experience
• Excellent organisation and prioritisation skills, with the ability to manage competing demands and drive projects forward.