Customer Success Manager

Location: UK-based / Hybrid, with travel to customers, London, Blackpool and Industry events
Employment Type: Full-Time
Department: Commercial
Reports To: Chief Filtration Solutions Architect / Commercial Lead
Works Closely With: Proposals, Engineering, Operations, Marketing, Product, Finance and Customer Project Teams

Cool Filtration Ltd designs and delivers engineered filtration solutions for data centre liquid cooling, AI infrastructure, high-performance computing and industrial cooling applications.

The company works with customers, OEMs, CDU manufacturers, engineering partners, suppliers and technology companies across the UK and internationally.

The Customer Success Manager will help ensure that Cool Filtration’s customers receive a professional, structured and responsive experience from initial enquiry through to quotation, order, delivery, installation support, follow-up and repeat business.

This is a commercial customer-facing role, but not a pure sales role. The focus is on customer relationship management, account follow-up, project coordination, communication, customer satisfaction and making sure opportunities do not get missed.

The successful candidate will help Cool Filtration build stronger relationships with key accounts, improve customer communication, support recurring orders and ensure customer actions are properly tracked.

• Act as a key point of contact for selected customers and strategic accounts.
• Maintain regular communication with customers after enquiries, quotations, meetings, orders and deliveries.
• Ensure customers receive timely updates and professional follow-up.
• Build trust with customers by being organised, responsive and clear.
• Help identify customer needs, future projects and repeat-order opportunities.

• Track customer enquiries, quotations, proposals and next actions.
• Ensure follow-ups are completed after meetings, exhibitions, technical calls and proposals.
• Work with the Commercial and Proposals teams to keep opportunities moving.
• Maintain accurate records in Hub Spot or internal trackers.
• Flag stalled opportunities, customer concerns or urgent actions to management.

• Coordinate with Operations, Proposals and Order Processing to keep customers informed.
• Track order status, delivery timelines and outstanding customer requirements.
• Help manage customer expectations around lead times, documentation and delivery updates.
• Support handover from quotation to order and from order to delivery.
• Ensure post-delivery follow-up is completed.

• Work with technical colleagues to understand customer applications and requirements.
• Help translate customer requirements into clear internal actions.
• Coordinate with the Proposals & Applications Manager on quotation and proposal follow-up.
• Support customers with non-final technical information, while ensuring technical claims are approved by the correct authority.
• Help prepare customer follow-up packs, meeting summaries and action lists.

• Build repeat-business opportunities through structured account management.
• Track customer satisfaction, concerns and future requirements.
• Identify opportunities for replacement elements, service support, additional filtration systems or new project phases.
• Support strategic account development with clear customer intelligence.
• Help turn successful projects into case studies, references or repeatable sales approaches.

• Maintain customer action trackers and account notes.
• Prepare weekly customer follow-up summaries.
• Track open customer actions, blockers and decisions required.
• Work with Marketing…