Only candidates who do not require visa sponsorship will be considered
The Customer Success Manager will own the ongoing relationship with assigned enterprise customers, helping them realise measurable value from the organisation's services and solutions. This is a client-facing role focused on customer outcomes, service quality, adoption, retention and sustainable account development.
Acting as the customer's primary point of coordination, the Customer Success Manager will build trusted stakeholder relationships, maintain a clear understanding of business priorities, and align internal teams around agreed outcomes. The role combines strategic relationship management with disciplined service governance and proactive issue resolution across the customer lifecycle.
Key Responsibilities
Customer Relationship & Success
- Own the post-sales customer relationship and serve as a trusted advisor to key business, operational and executive stakeholders.
- Develop a clear understanding of each customer's objectives, priorities, success criteria and evolving needs.
- Create and maintain customer success plans that translate business objectives into agreed actions, milestones and measurable outcomes.
- Lead regular customer engagements, including service reviews, success reviews and executive business reviews.
- Build customer advocacy by consistently delivering value and strengthening confidence in the organisation as a long-term partner.
Service Delivery & Governance
- Coordinate with service delivery, technical, operations and support teams to ensure commitments are understood and delivered.
- Monitor service performance, customer experience and agreed service levels, escalating risks before they affect the relationship.
- Provide clear ownership and communication during service issues, ensuring appropriate follow-through, resolution and lessons learned.
- Maintain effective governance, action tracking and stakeholder alignment across ongoing customer activities.
- Identify recurring service gaps and work with internal teams to drive corrective actions and continuous improvement.
Adoption, Retention & Account Development
- Promote effective adoption and use of contracted services, ensuring customers understand available capabilities and value.
- Identify customer health risks, renewal concerns and potential barriers to success, and develop timely recovery plans.
- Support contract renewals and retention by demonstrating outcomes, addressing concerns and maintaining strong stakeholder alignment.
- Recognise relevant expansion opportunities based on genuine customer needs and partner with sales and solution teams to develop them.
- Balance customer advocacy with commercial awareness, delivery feasibility and long-term account value.
Cross-Functional Coordination & Reporting
- Act as the internal voice of the customer, sharing insights that can improve services, processes and the overall customer experience.
- Bring together the appropriate internal stakeholders to address priorities, risks, change requests and growth opportunities.
- Maintain accurate customer records, success plans, risk assessments, meeting outcomes and agreed actions.
- Provide clear reporting on customer health, service performance, value realisation, retention risk and account opportunities.
Success Metrics
- Customer satisfaction, relationship strength and executive stakeholder engagement.
- Customer retention, renewal success and reduction of preventable churn risk.
- Achievement of agreed customer outcomes and measurable value realisation.
- Service performance, issue resolution quality and closure of improvement actions.
- Adoption of relevant services and responsible expansion of customer value.
- Accuracy and effectiveness of customer governance, forecasting and reporting.
Requirements
- Min 8 years experience in customer success, service delivery, account management or enterprise client relationship roles.
- Proven ability to manage complex B2B customer relationships involving multiple business, technical and operational stakeholders.
- Experience supporting enterprise technology, managed service or digital transformation customers.
- Strong understanding of the customer lifecycle, including onboarding, adoption, service governance, retention and renewal.
- Experience working with cross-functional delivery, support, technical, sales and commercial teams.
- Strong stakeholder management and communication skills, with confidence engaging senior and executive audiences.
- Structured and proactive approach to customer planning, risk management, problem-solving and follow-through.
- Commercial awareness and the ability to identify opportunities while maintaining a customer-first, outcome-led approach.
AI-Related Skills
- Working knowledge of artificial intelligence, machine learning and generative AI, including enterprise use cases, capabilities and limitations.
- Ability to critically evaluate AI-generated insights and guide customers through use-case discovery, readiness, adoption, change management and value measurement.
- Understanding of responsible AI principles, including privacy, security, transparency, bias, intellectual property and human oversight, with a commitment to keeping pace with evolving technologies and regulations.
