Customer Success Manager

Description

• Produce ongoing customer service and performance reports.
• Chair regular service review meetings with customers.
• Manage complex outsourced and third-party service relationships.
• Collaborate with partners to maintain and improve service standards.
• Ensure service quality and adherence to agreed SLAs.
• Develop and implement ITIL best practices and processes within the support team.
• Lead and coordinate service delivery teams (without direct reports).
• Oversee onboarding and transition of new customers.

Requirements

• Ability to prioritise tasks and work effectively under pressure.
• Strong understanding of customer success principles and SLA management.
• Excellent problem-solving and troubleshooting abilities.
• Capability to bridge the gap between technology and business needs.
• Experience working with NHS, Healthcare, or Public Sector clients (beneficial).
• Prior experience supporting Content Management platforms (advantageous).
• Highly organised, proactive, and self-motivated.
• Experience managing complex, outsourced or third-party vendor relationships.
• Graduate calibre or equivalent professional experience.
• Strong communication and stakeholder engagement skills.
• Proven track record in IT service management with ITIL certification.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance