At a Glance
- Tasks: Ensure customer satisfaction and retention while driving service excellence.
- Company: Join Node4, a vibrant and diverse tech company focused on people.
- Benefits: Enjoy hybrid working, health insurance, 25 days holiday, and more perks.
- Other info: Dynamic environment with opportunities for growth and continuous improvement.
- Why this job: Be a change maker in customer success and make a real impact.
- Qualifications: Experience in customer success or account management is preferred.
The predicted salary is between 40000 - 50000 £ per year.
Become a change maker and join Node4. Node4 has a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us. So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.
About the role
As a Customer Success Manager (CSM) at Node4, you will be responsible for ensuring the health, satisfaction, and retention of key customers. Acting as a central point of coordination across practices, you will proactively manage customer risk, drive service excellence, and lead cross-functional collaboration to deliver positive customer outcomes. You will play a critical role in identifying and resolving issues early, championing continuous improvement, and ensuring our most strategic customers receive a consistent, high-quality experience.
Key Responsibilities
- Customer Ownership & Performance
- Help support the end-to-end health of Node4 customers, with a focus on retention and growth.
- Manage and maintain oversight of the Top 25 customers, ensuring proactive engagement and governance, including SLAs, CSAT and NPS.
- Based on SLA, CSAT and NPS feedback, highlight areas requiring intervention.
- Along with the rest of the Customer Success Team, support the management of NPS, CSAT and complaints process.
- Escalation & Risk Management
- Own and manage the escalation process end-to-end, ensuring timely resolution and accountability.
- Facilitate and manage the Escalation Board, ensuring visibility and progress tracking across Node4 practices.
- Lead Red Team engagements for critical customer situations, coordinating internal resources to stabilise service.
- Identify “at risk” customers early and drive mitigation plans.
- Customer Insights & Reporting
- Produce meaningful reports on customer health, risks, and trends for monthly board review for top 25 customers and at Risk customers.
- Analyse CSAT and NPS feedback to identify improvement opportunities.
- Provide clear recommendations for service and process improvements.
- Cross-Practice Coordination
- Align and support processes across multiple practices to ensure a seamless customer experience.
- Work closely with internal stakeholders across Delivery, Sales, and Technical teams.
- Highlight gaps in process, ownership, or delivery where additional intervention is required.
- Drive consistency in how customer success is measured and managed across Node4.
- Continuous Improvement
- Champion continuous improvement initiatives based on customer feedback and performance data.
- Drive accountability across teams to embed improvements and resolve recurring issues.
- Contribute to the evolution of Customer Success practices within Node4.
- Use of AI and new tools to improve operational efficiency and customer experience, with a focus on data driven decisions.
What will you bring?
Core Skills
- Excellent communication skills (verbal, written, and face-to-face).
- Strong organisational skills with a structured and methodical approach.
- High attention to detail.
- Ability to manage time effectively in a fast-paced environment.
Professional Attributes
- Strong stakeholder management across diverse internal teams.
- Solid understanding of cross-practice solutions within Node4.
- Collaborative team player with a proactive mindset.
- Positive, “can-do” attitude with resilience under pressure.
Experience
- Experience in customer success, service delivery, or account management roles.
- Exposure to managed services / IT services environments.
- Experience handling escalations and customer risk scenarios.
- Familiarity with service metrics (SLA, CSAT, NPS).
What can we offer you?
- Hybrid Working.
- Private Medical Insurance or Company Paid Health Cash Plan.
- Employee Assistance Program.
- 25 days holidays plus your birthday off.
- Option to purchase additional holiday (up to 5 days).
- Company Pension Scheme.
- Life Assurance x 4.
- A diverse workforce.
- Employee investment with Node4 training Academy.
- Family savings and shopping discounts through the Node4 benefits portal.
- Discounted Gym Membership.
- Modern facilities with open and welcoming breakout areas.
- Company Social events.
- Never ending supply of hot and cold drinks, biscuits, sweets, and fruit.
Why join Node4?
Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service while as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust. Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.
Customer Success Manager Customer Success Office · United Kingdom employer: risual Limited
Node4 is an exceptional employer that prioritises the growth and well-being of its employees, offering a vibrant and inclusive work culture. With a commitment to continuous improvement and professional development, employees can thrive in their careers while enjoying benefits such as hybrid working, private medical insurance, and generous holiday allowances. Located in the UK, Node4 fosters a collaborative environment where innovation and passion for technology drive success, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager Customer Success Office · United Kingdom
✨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 to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching Node4 and its culture. Understand their values and how they align with your own. This will help you stand out as someone who’s genuinely interested in being part of their team.
✨Tip Number 3
Practice your communication skills! As a Customer Success Manager, you'll need to convey ideas clearly and effectively. Role-play common interview questions with a friend or in front of a mirror to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Node4 family. Let’s get you that dream job!
We think you need these skills to ace Customer Success Manager Customer Success Office · United Kingdom
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience in customer success, service delivery, or account management, and show us how you can contribute to our mission at Node4.
Showcase Your Communication Skills:Since excellent communication is key for this role, use your application to demonstrate your verbal and written skills. Keep it clear, concise, and engaging – we want to see your personality shine through!
Highlight Your Problem-Solving Abilities:We love a proactive mindset! Share examples of how you've identified and resolved issues in previous roles. This will show us that you’re ready to tackle challenges head-on and drive continuous improvement.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at risual Limited
✨Know Your Customers
Before the interview, research Node4's key customers and their industries. Understanding their needs and challenges will help you demonstrate how you can ensure customer satisfaction and retention as a Customer Success Manager.
✨Showcase Your Communication Skills
As a CSM, excellent communication is crucial. Prepare examples of how you've effectively communicated with stakeholders in previous roles. Be ready to discuss how you would handle difficult conversations or escalations with customers.
✨Highlight Your Problem-Solving Abilities
Think of specific instances where you've identified risks or issues early and implemented solutions. This will show your proactive mindset and ability to drive service excellence, which is key for the role at Node4.
✨Emphasise Continuous Improvement
Node4 values continuous improvement based on customer feedback. Be prepared to discuss how you've used data to drive improvements in past roles and how you would apply this approach to enhance customer experiences at Node4.
