Customer Success Manager; Managed Services

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The Customer Success Manager is responsible for the proactive engagement, retention, and ongoing success of a portfolio of mid-tail customer accounts, aligned to customer outcomes, adoption, and renewal readiness.

The role combines customer engagement and advocacy, risk management, and outcome-based success planning, while working collaboratively across internal teams to drive retention, value realisation, and a high-quality customer experience.

• Mid-tier accounts kept healthy by spotting and heading off risks early.
• Every account is proactively managed against mapped outcomes.
• Clear KPIs and measurable outcome progress position accounts strongly for renewal.
• Value and expansion opportunities progressed in partnership with Sales.
• Predictable customer cadence and proactive engagement maintained.
• Consistent renewal readiness across mid-tail accounts.

1. Customer Cadence & Engagement

• Drive a proactive, predictable cadence across the mid-tail portfolio.
• Plan engagement ahead of service reviews, contract anniversaries, and renewal milestones.
• Maintain consistent, forward-looking contact that anticipates customer needs and keeps accounts progressing against their outcomes.
• Align engagement with the service governance cadence run by Service Delivery, giving the customer a joined-up view rather than duplicated meetings.

2. Success Planning & Business Reviews

• Develop and maintain success plans and KPIs for each account.
• Run 6-monthly business reviews covering service performance, outcomes, and improvement actions.

3. Risk Management & Renewal Readiness

• Identify early warning signals across the mid-tail portfolio, including service performance trends, repeat incidents, and escalation patterns.
• Keep accounts renewal-ready by tracking service performance, contracted scope, usage, and lifecycle, and contribute to the team's shared view of service consumption and growth trends.
• Keep customers informed of service consumption trends and potential scope or demand changes, and provide the Renewals team with timely, complete information to quote and process renewals on time.
• Partner with Service Delivery to keep customers sighted on SLA performance, escalations, and service improvement actions.

4. Adoption & Value Realisation

• Accelerate adoption and time-to-value following service transition, turning service usage into measurable outcomes.
• Surface and drive expansion opportunities with Sales, converting proven value into growth.

5. Portfolio Allocation & Coverage

• Deliver full, active coverage of the mid-touch portfolio, ensuring every account gets the right level of attention.
• Flex coverage to demand so peaks are absorbed and no account goes dark.

6. Standards, Insight & Scale

• Turn first-hand insights into repeatable patterns that sharpen CS Ops and tooling.
• Strengthen success-planning standards, turning individual wins into scalable practice.

• Customer-focused and relationship-driven.
• Proactive and organised, able to manage a portfolio at scale.
• Commercially aware, with strong renewal and risk understanding.
• Collaborative, partnering effectively with Sales, Renewals, and Service Delivery teams.
• Data-driven and improvement-focused.
• Strong communication and stakeholder management.
• Resilient and adaptable under competing…