Client Success Manager

Looking for a role where your ideas are heard, your impact is visible, and your work genuinely matters?

Reliance is one of the UK’s leading independent security and safety technology specialists. For 40 years we’ve been trusted by major organisations to protect their people, assets and reputations through the right mix of proven systems, specialist expertise and consistently high service standards.

Fully independent and vendor-agnostic, we combine the capability and footprint of a large national business with the agility, accountability and customer focus you only get from an independent team. We work in demanding, high-stakes environments where governance matters, uptime matters, and getting it right first time matters.

We offer a full suite of services across the lifecycle – from consultancy and design, through installation and project delivery, to service, maintenance, remote support and 24/7 monitoring via our ARC.
Reliance High-Tech delivers integrated physical security and critical infrastructure solutions, while Reliance Protect provides lone worker, body worn, and personal safety services – giving clients a joined-up approach to safety, security and risk management.

The Client Success Manager exists to strengthen client retention, account performance and long-term relationship value by ensuring Reliance’s managed accounts are run with control, consistency and clear follow-through. The role acts as a central point of coordination across the client management lifecycle, making sure client priorities are understood, actions are owned, risks are visible and the right internal teams are engaged at the right time.

This is a commercial client success role, not a traditional sales, service or project management role. It is focused on account governance, client health, day-to-day commercial support, communication, reporting, quote progression, pipeline visibility and ensuring Reliance delivers what has been agreed. The role combines direct ownership of appointed client accounts with responsibility for helping to shape consistent standards across the wider client success function.

By working closely with colleagues across Sales, Service, Projects, Design, Technical Support, Professional Services Technicians, Sales Administration, Finance, the Service Help Desk and senior management, the Client Success Manager helps clients experience Reliance as one joined-up, reliable and well-controlled organisation. The role ensures that commitments are tracked, account activity is visible, performance is reviewed, and client requirements are channelled through the correct internal route to achieve the best outcome.

In doing so, the role directly supports how organisations protect their people, assets and reputations. By creating structure, clarity and confidence across client accounts, the Client Success Manager helps improve service quality, strengthen retention, support renewal readiness and identify opportunities for account development.

Success is defined by well-governed accounts, strong client relationships, accurate CRM and pipeline information, timely quote and variation progression, visible client health, clear reporting, and consistent follow-through on agreed actions. The role is performing well when clients receive clear communication and reliable support, internal teams understand priorities, risks are managed early, and Reliance can evidence strong performance, control and continuous improvement across its managed accounts.

Client Success means taking a central role in how Reliance manages, develops and retains its client relationships. The function sits across account governance, client communication, commercial coordination and service performance, helping to ensure clients experience Reliance as joined-up, reliable and easy to work with.

This is a highly collaborative role, working closely with Sales, Service, Projects, Design, Technical Support, Professional Services Technicians, Sales Administration, Finance and senior management. Success depends on bringing the right people together, creating structure around client priorities, and ensuring actions, risks, opportunities and…