Customer Success Manager

About Modular Data

Modular Data is a UK data and AI business working with central government and the wider public sector. We are both a consultancy and a technology provider. We advise clients on how to use their data, and we build and run the platforms and tools that deliver it.

We are a small, delivery-focused company, so roles here are broad and people run their own area. Our delivery capability is built from a mix of permanent staff and specialist contractors deployed onto client engagements.

The Customer Success Manager is Modular Data's centralised point of contact for the client. Every client conversation runs through this role, so the relationship sits in one place and the delivery team can concentrate on the work.

The Customer Success Manager leads the client relationship. That means chairing client checkpoints, reviews and governance, setting the agenda for them and driving the resulting actions to closure. Delivery colleagues are brought in where their detail is needed, and are not otherwise involved in client management.

Managing the client means managing delivery. The account cannot be healthy and the client cannot be satisfied unless the work lands on time and to standard, so the Customer Success Manager directs the delivery team on the account: setting priorities, holding people to what was committed, and dealing with problems before they reach the client.

The role is also responsible for growing the account, and being in every client conversation is what makes that possible. The next piece of work is usually visible in a checkpoint long before it reaches open procurement.

This is not a new business role. The work is with the clients we already have.

• Act as the centralised point of contact for the client across every live engagement
• Chair client checkpoints, reviews and governance meetings, and set the agenda for each
• Drive the actions, decisions and risks coming out of client meetings through to closure
• Map and maintain relationships across the client organisation, not only the immediate contact
• Make sure the client always knows who to call, and that nothing depends on one delivery person being available
• Handle escalations and resolve issues before they affect the relationship

• Own the commercial relationship and the plan for growing it
• Spot follow-on work and extensions in client conversations and bring them to the Growth function
• Maintain an account plan covering stakeholders, live work and opportunities
• Keep track of contract end dates and renewal timing so opportunities are raised in good time
• Develop client references, testimonials and case studies from delivered work

• Direct the delivery team on the account, setting priorities and sequencing against what the client expects
• Hold the team to agreed scope, milestones and dates, and chase what is slipping
• Review what goes to the client before it goes, and send it back where it is not ready
• Resolve blockers, and elevate to the founders where they cannot be resolved on the account
• Translate client priorities and changes into clear direction for the delivery team
• Protect delivery time by handling client communication centrally
• Flag resourcing needs early so associates can be lined up in good time
• Support onboarding of associates onto the account, including clearance and client access

• Maintain contract records, extension dates and notice periods
• Support the production of statements of work, change requests and extensions
• Keep CRM and pipeline records current
• Track account revenue with the founders

• Produce account and pipeline reporting for the leadership team
• Maintain a forward view of the account, including live work, risks and upcoming decisions
• Report on account growth against agreed targets

Where the role sits

The Customer Success Manager works across three groups:

• Senior stakeholders across digital, data and commercial teams
• Several live engagements running at once

• Specialist data, BI and engineering associates
• Directed by the Customer Success Manager on the account
• Focused on delivery, not client management

• Direct line to the CEO and COO
• Works alongside the Chief Growth Officer
• Commercial decisions made quickly

What success looks like

• Established as the client's main contact, with client communication routing through the role
• Chairing client checkpoints…