Customer Success Manager

Customer Success Manager

As the Customer Success Manager, you’ll ensure our service, administration, and onboarding teams deliver an outstanding experience for contractors, clients, and partners. You’ll provide leadership and operational oversight across four service teams, driving performance, efficiency, and quality standards. This role is central to developing people, improving processes, and making sure day‑to‑day service delivery aligns with our wider operational strategy.

• Lead and develop people: Coach and support four team managers, fostering high performance and engagement.
• Deliver service excellence: Oversee service channels, administration, and onboarding, ensuring SLAs and KPIs are consistently met.
• Enhance customer experience: Champion a customer‑first culture, review feedback, and collaborate across teams for smooth handovers.
• Drive improvement: Identify and implement process enhancements, maintain compliance, and embed new systems into business‑as‑usual.
• Provide insight: Monitor performance data, produce reports, and use analytics to inform decisions and resource planning.

• Has proven experience managing multi‑team service operations.
• Is a strong leader who develops and motivates others.
• Understands performance metrics and how to drive improvements.
• Communicates clearly and builds strong stakeholder relationships.
• Brings a customer‑centric mindset and thrives on continuous improvement.
• (Bonus) Has experience in payroll, contracting, or financial services and is familiar with CRM or telephony systems.

Our recruitment team will be in touch for an initial screening call if your application is shortlisted. Please note that due to high application volumes, we may not be able to respond to every applicant individually.

• 25 days annual leave (increasing with service) + bank holidays
• Pension
• Health Assured
• Life Assurance
• Cycle to Work Scheme
• Awards
• Long Service Recognition
• Spectrum life
• Annual Pay Review
• Employee Referral

£40,000 | Office Based | Mon – Fri 9:00 – 17:30 | Chester | Full Time | Permanent