Customer Success Manager

Job Description

Customer Success Manager

Department / Function:
Managed Services

Location:

Remote, with travel to Customer sites in Reading and London twice a month.

The Customer Success Manager is accountable for delivering a consistent and high-quality support experience for managed services clients, ensuring services are aligned with contractual commitments and evolving customer expectations. This role is responsible for driving service excellence, maintaining strong operational relationships, and acting as the client’s primary point of contact for support-related matters.

Operating at the intersection of service delivery and customer success, the CSM ensures SLA / KPI adherence, leads service reviews, and supports continuous improvement initiatives. The role requires close collaboration with Technical Account Managers (TAMs), Support Leads, Service Leads, and Account Managers, maintaining strong communication loops between client feedback, technical operations, and account strategy.

While the CSM contributes to commercial awareness and identifies opportunities to enhance service value, responsibility for upsell and commercial growth remains with the Account Manager. This position plays a key par...