Customer Success Manager

## Customer Success Manager Apply:
United Kingdom - Halifax:
Full time:
Posted 4 Days Ago:
R67956

Do you want to work with great people? Looking for the opportunity to progress and further develop your career? We’re currently recruiting and would love to speak with you about how SSP could be the right place for you. Please read on for further information.
** Job Summary
** To lead, inspire and be accountable for the overall performance of SSP UK & Ireland’s existing customer base. The Customer Success Manager is the face of the customer team – a trusted, senior leader who takes full ownership of retention, growth, customer satisfaction and commercial performance across the portfolio of existing accounts. Reporting directly to the Sales and Marketing Director, this role leads a team of Account Managers and Senior Relationship Managers, setting the standard for customer obsession, trusted advisory relationships and proactive account management across all customer segments.
** Job Description
**** Main Area of Responsibility
** Leads the customer success function with full accountability for the retention, satisfaction and commercial growth of SSP UK & Ireland’s existing customer portfolio. Acts as the most senior day-to-day point of contact for the customer team, setting the tone for how customers are engaged, supported and valued across all accounts.

Serves as the primary escalation point for the team, providing guidance, support and direct intervention where customer situations require a more senior touch, including complex complaints, contractual disputes, service failures or relationship difficulties. Ensures every escalation is handled with urgency, care and a clear resolution focus, and that lessons learned are fed back into team practice.

Acts as a trusted advisor at the most senior levels where required, including C-suite and board engagement, building confidence in SSP UK & Ireland as a long-term strategic partner. Models and champions customer-obsessed behaviours across the team, ensuring regular, high-quality customer engagement is embedded as standard practice throughout the Account Manager and Senior Relationship Manager population.

Develops and maintains a clear picture of the health, risk and commercial opportunity across the entire existing customer portfolio. Uses data, customer feedback and team intelligence to identify trends, risks and opportunities, and ensures this insight is shared with relevant internal stakeholders including product teams across our P&Ls.Ensures that customer requirements and insights gathered by the team are clearly articulated and fed through to the relevant product teams, so that SSP’s UK & Ireland product roadmaps (across all P&Ls) remain commercially relevant and customer-led.

Drives a culture of accountability within the team, ensuring account plans are in place and kept current for every customer, that Hubspot is used consistently and accurately, and that pipeline, renewal forecasts and commercial reporting are reliable and up to date.

Maintains oversight of debt management across the portfolio, ensuring the team is proactively managing outstanding balances and that issues are escalated and resolved in a timely manner. Maintains oversight of all open complaints and service issues, ensuring the team is acting with appropriate urgency and that patterns of dissatisfaction are identified and addressed.

Embraces and promotes the use of AI tools across the team to drive productivity, improve the quality of customer communications and outputs, and support better decision-making, always with appropriate human oversight and judgement.
** Accountability
* ** Report directly to the Sales and Marketing Director with full accountability for the retention, growth…