Customer Success Manager

Customer Success Manager

Role Purpose

The Customer Success Manager is responsible for developing proactive, value-led relationships with key customers. The role focuses on improving customer health, increasing retention, demonstrating measurable value and identifying sustainable growth opportunities.

The Customer Success Manager acts as the voice of the customer, coordinating internal stakeholders to address risks, improve the customer experience and help customers achieve their intended business and service outcomes.

Key Responsibilities

• Develop and maintain Customer Success Plans for assigned key customers.

• Monitor customer health, satisfaction, engagement, service demand and operational risk.

• Identify at-risk customers and coordinate proactive retention or turnaround plans.

• Gather customer feedback and ensure agreed actions are assigned, monitored and closed.

• Identify recurring customer pain points and drive service improvement across operational teams.

• Work with Service Delivery, Sales, Operations and Assurance to ensure customer risks are effectively managed.

• Define customer objectives, success measures and milestones during onboarding and strategic reviews.

• Demonstrate the value delivered through service reviews, improvement outcomes and customer success stories.

• Identify appropriate opportunities for service expansion, cross-sell and additional value.

• Support effective Quarterly Business Reviews through consistent templates, coaching and value reporting.

• Act as the voice of the customer in the development of services, processes and tooling.

• Create customer advocates through references, case studies and shared success stories. 

Key Measures of Success

• Customer retention and reduced churn

• Customer health and satisfaction measures

• Net Promoter Score for assigned accounts

• Early identification and resolution of customer risks

• Completion of retention and service improvement plans

• Demonstrable customer value and positive business outcomes

• Customer references and documented case studies

• Identification and progression of appropriate growth opportunities 

Key Relationships

• Service Delivery Managers, Managed Service Coordinators, Sales and Account Management, Operations, Service Assurance, Product and Solution teams, Marketing, Commercial stakeholders and senior customer representatives.

Core Accountability

• Own the structured approach to customer success, ensuring risks are identified early, value is consistently demonstrated, customer outcomes are achieved, and strategic relationships are retained and developed.

Skills and Experience

• Experience in customer success, client services, service delivery, account management or managed services.

• Strong customer relationship and stakeholder-management skills.

• Ability to translate service performance into meaningful customer value.

• Strong analytical, problem-solving and continuous-improvement capability.

• Commercial awareness and an ability to identify customer growth opportunities.

• Excellent communication, facilitation and presentation skills.

• Ability to influence and coordinate across commercial, operational and technical teams.

• Experience developing customer success, retention or service improvement plans.

• Experience within managed services, cloud, ICT or telecommunications is desirable.