Customer Success Manager

This role is responsible for ensuring that our clients experience consistent, high-quality technical support aligned to SLAs and business outcomes. Working closely with Customer Success Architects, support teams, and clients, you’ll lead service performance reporting, manage escalations, and drive continuous improvement across the support experience.

This role acts as the operational owner of the client support journey. Ensuring clarity, consistency, and excellence in service delivery.

In your first 6 to 12 months, you will:

• Own the operational support experience for assigned customers, acting as their single point of contact and ensuring continuity from onboarding onwards
• Build trusted relationships, lead service reviews and resolve escalations to keep service delivery stable and aligned to expectations
• Track and report on SLA, KPI and customer satisfaction performance, providing clear insight and driving actions where needed
• Identify service risks and improvement opportunities, using trends and customer feedback to raise service quality
• Work closely with technical and account teams to manage priorities, risks and service improvements
• Maintain accurate service documentation and ensure delivery remains compliant with contractual and internal standards

• ITIL Qualified
• Microsoft Certified:
  Microsoft 365 Fundamentals (MS-900)
• Experience working with Clients, Vendors and Partners
• Proven experience working with large, demanding customers who rely heavily on their services
• Confidence handling escalations and difficult conversations
• A personable, professional approach that builds trust quickly
• Strong organisation and administrative skills, with attention to detail

You will be part of a new and growing Customer Success Unit, with real influence over how the team and function develop. The role offers high autonomy in a dynamic environment, working alongside experienced Customer Success Managers who value collaboration and shared ownership. Bytes is growing quickly, creating genuine opportunities to progress, broaden your impact and help shape the future of customer success across the business.