IT Customer Success Manager

Work location:
Remote, while maintaining a strong presence across our offices and with customers as required.

Salary:
Up to: £75,000

Must be eligible for SC Clearance (UK resident for the last 5 years)

Here at Littlefish Group, we look for people who can make areal difference and become a giant slayer.

As the world around us continues to change, we look for people who grab that change with optimism and excitement. Theseare the passionate and high performingpeoplewho enjoy and thrive on thinking outside the box.

Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, andadd toour skills and experience as we see Littlefish grow.

So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people- we would love to hear from you.

This is an opportunity for an exceptional Customer Success Manager to own and strengthen some of our most important client relationships, driving service excellence, commercial performance and long-term partnership success.

This is not a conventional Customer Success role focused solely on engagement or customer satisfaction. You’ll be accountable for ensuring contracted services are effectively managed and delivered, commitments are met, risks are controlled and customers continue to realise value from their partnership with Littlefish Group.

You’ll operate as a trusted advisor to senior stakeholders, combining strong service management expertise with commercial awareness and the ability to influence teams across the business. From leading strategic service reviews and driving continual improvement to protecting profitability and identifying opportunities for growth, you’ll have genuine ownership of your accounts.

We’re looking for someone at the top of their field: a commercially astute, highly credible customer leader who can understand the detail, see the bigger picture and bring people together to deliver exceptional outcomes.

• Owning the customer relationship and the performance of contracted services
• Leading service reviews and governance meetings
• Monitoring performance, risks, contractual commitments and commercial outcomes
• Working across internal teams to resolve issues and drive improvements
• Identifying opportunities to enhance services and create greater customer value
• Leading account-aligned teams through a matrix structure

• Strong experience managing contracted IT services within a managed-services environment
• A proven ability to build trusted relationships with senior customer stakeholders
• Excellent commercial awareness, including profitability, billing and contract performance
• In-depth knowledge of ITIL, supported by relevant accreditation
• Experience leading service reviews, managing risk and driving continual improvement
• Strong analytical, communication and presentation skills
• The confidence to influence teams, manage escalations and challenge constructively

• Referral bonus scheme of £1000 when you successfully refer a friend.
• Access to our Linked In Learning platform, with over 16000 expert-led online tutorials to enhance and achieve your personal and professional goals.
• Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare
• Casual dress policy
• Company Pension Scheme
• Company social events
• 25 days annual leave plus public / bank holidays
• Purchase of annual leave scheme

Our company values shape who we are as a business, what we stand…