Customer Success Manager

Position Overview

This is more than a job. It’s a chance to build, grow, and make a real impact! Join our team as our new Client Relationship Manager!

As a Client Relationship Manager at SBS, you will be at the forefront of our ISA product line client interactions, ensuring their success and satisfaction. You will work closely with our clients to understand their needs, provide exceptional service, and facilitate long‑term partnerships.

Location:

London, Sheffield, or Bristol

Salary: 45k to 55k GBP

Work model:
Hybrid

• Improving the overall customer relationship, delivering reliable administrative support and customer service
• Responsible for understanding, monitoring and implementing the contractual terms and service level agreement.
• Acknowledging customers promptly and treating them in a courteous manner
• Maintaining a working knowledge of each client and their business
• Producing documentation after any client meetings, summarising any additional actions required, including follow-up calls
• Communicate and represent client goals, requirements, and interests internally with production and development teams
• Work closely with account managers to help drive the strategic success of clients
• Maintain control systems to ensure accurate representation of client health
• Manage each customer’s backlog, accurately set expectations and deliver to timelines
• Lead client account review meetings and ensure preparation for the meetings has been completed before the meeting

• Excellent interpersonal skills, able to communicate with a wide range of people
• Strong customer service ethic
• Work well in a team setting
• Reliable and ethical, respecting customers’ confidentiality
• Strong decision-making skills and the ability to take the lead
• Ability to manage risk
• Proactive, highly self-motivated, and organised
• Flexibility as there may be travel involved
• Comfortable approaching people
• Good numeracy skills
• Ability to understand complex technical concepts and explain these in simple terms
• One to two years’ experience in a customer-facing, or similar, role.
• We would also be interested in hearing from individuals with relevant University degrees who would like to start getting first‑hand experience in a customer/operational role.