Customer Success & Onsite Services Manager

Customer Success & Onsite Services Manager

Electrosonic is Where Imagination Comes to Life.

At Electrosonic, our team is composed of passionate, highly intelligent, and energetic individuals who are eager to make a difference. We provide an environment where you will be challenged and inspired daily. If you seek excitement and want to be part of something unique, we invite you to join our Electrosonian family. Together, we will continue to shape the future of technology-driven experiences.

The Customer Success & Onsite Services Manager is responsible for ensuring customers achieve maximum value from their Audiovisual (AV) technology investments while leading the delivery of onsite managed services across assigned customer accounts.

Acting as the primary post‑sales relationship owner, the role is accountable for customer satisfaction, service excellence, contract performance, renewals, and long‑term account growth. The role also provides direct line management and leadership to Electrosonic's onsite service teams located within customer environments across the UK.

Working closely with Service Operations, Technical Support, Engineering, Sales, and Finance teams, the Customer Success & Onsite Services Manager drives customer success through proactive service management, data‑driven decision making, continuous improvement, and commercial stewardship.

A key aspect of the role is analysing customer AV estate performance data to identify opportunities for system optimisation, lifecycle planning, technology refreshes, and preventative maintenance initiatives that improve uptime, reduce downtime, and maximise return on …

• Act as key point of contact for customers.
• Build and maintain strong relationships with customer stakeholders at operational and leadership levels.
• Develop and execute customer success plans aligned to business objectives.
• Conduct regular service reviews and business reviews.
• Track customer satisfaction, service performance, adoption trends, and overall account health.
• Manage customer escalations and ensure timely resolution of issues.
• Drive customer retention, renewals, and growth through upsell and cross‑sell opportunities.
• Provide line management, leadership, coaching, and development for Electrosonic's onsite service teams across the UK.
• Manage employee performance, objectives, engagement, training, and career development.
• Foster a customer‑focused, high‑performing culture within distributed teams.
• Ensure appropriate staffing levels, succession planning, and resource utilisation.
• Act as the primary escalation point for operational and personnel matters relating to assigned onsite teams.

• Monitor service performance and drive continual improvement initiatives.
• Work closely with Service Desk, Technical Support, Resource Management, and Engineering teams to ensure effective support delivery.
• Ensure compliance with health and safety, information security, and company policies.
• Analyse AV estate performance, utilisation, incident trends, asset health, and warranty information.
• Develop recommendations for upgrades, refreshes, replacements, and optimisation initiatives.
• Create lifecycle roadmaps and data‑driven proposals that improve service availability and operational performance.
• Support preventative maintenance strategies that maximise uptime and reduce downtime.

• Manage the full lifecycle of service contracts.
• Lead contract renewals, repricing activities, and service enhancement opportunities.
• Monitor contract performance, risks, profitability, and renewal opportunities.
• Support revenue retention and account growth objectives.
• Maintain accurate forecasting and provide regular operational and commercial reporting.
• Collaborate with Sales, Engineering, Service Operations, Finance, and other stakeholders to support customer objectives.
• Support proposal development, pricing strategies, and service improvements.
• Identify opportunities to improve processes, reporting, efficiency, and customer outcomes.
• Contribute to the continued development of Electrosonic's managed services offerings.