Customer Success Manager

Customer Success Manager LOCATION
- Belfast (Hybrid)
BUSINESS UNIT
- Capita AiTOCompetitive salary and bonus

Help customers realise greater value from technology services

You will have experience in customer success, service delivery, account management, client relationship management, managed services or technology services.

About the role

We're looking for two commercially minded customer leaders who can own strategic client relationships, influence delivery across Capita, grow the account and quickly understand the technology environment so our customers achieve maximum value from Capita AiTO services. You'll act as a trusted advisor, working with customers and internal teams to improve service performance, enable continuous improvement, manage risk and support long-term customer success.
• Must be based in Northern Ireland, able to travel to our Belfast Office (hybrid)
• Full, valid UK driving licence required, with the flexibility to travel to customer and Capita sites as needed

Job title:

Customer Success Manager

Job Description:

What you'll be doing

Managing customer relationships across the full-service lifecycle.

Leading service reviews, governance meetings and customer forums.

Monitoring KPIs, SLAs, customer satisfaction and service performance.

Driving Continuous Service Improvement (CSI), optimisation and automation.

Supporting onboarding, service transitions and transformation programmes.

Managing risks, issues, escalations and compliance requirements.

Owning operational, commercial, finance and technical teams.

Monitoring cost-to-deliver performance, identifying opportunities for efficiency and ensuring services are delivered in line with financial, commercial and customer objective

Supporting customer retention, contract renewals and growth opportunities.

What we're looking forYou will have experience in customer success, service delivery, account management, client relationship management, managed services or technology services, together with:

Strong stakeholder management, communication and influencing skills.

Experience managing customer relationships in a complex technology environment.

Experience working with KPIs, SLAs, governance and service reporting.

Knowledge of ITIL, ITSM, cloud, infrastructure or digital services.

A track record of driving continuous improvement and customer outcomes.

Commercial awareness with experience of risk and escalation management.

Why Capita AiTO?

Join a team delivering Applications, Infrastructure, Technology and Operations services. You will help customers improve performance, realise value from technology investments and achieve their business goals.

Living Our Values Customer First, Always Build trusted customer relationships, ensuring services deliver value, positive outcomes and an exceptional customer experience.

Achieve Together Work collaboratively across customer, operational, commercial and technical teams to deliver successful outcomes and long-term partnerships.

Fearless Innovation Drive continuous service improvement, challenge existing ways of working and identify opportunities to enhance services through innovation and automation.

Everyone is Valued Create an inclusive environment where diverse perspectives are welcomed, respected and supported to achieve shared success.

Join Capita – Where Innovation Meets Opportunity Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognised organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors—government, healthcare, education, and finance—offering you the chance to contribute to projects that impact millions of lives.

At Capita,…