Customer Success Manager

About the Role

• Support the Account Director in delivering strategic objectives and business plan outcomes. • Identify and mobilise opportunities for organic growth within the contract. • Review KPI performance, providing insight and mitigation where required. • Embed performance reporting into business‑as‑usual activity. • Manage and review P&L budget lines, controlling costs and minimising financial risk. • Ensure full compliance with contractual and commercial terms. • Manage variations, including add/remove service requests. • Work with finance partners to develop accurate forecasting and financial models. • Identify and eliminate unnecessary costs and inefficient activity. • Line manage site inspectors to ensure headlease inspections are delivered on time and to standard. • Build strong, long‑term relationships with client stakeholders. • Lead regular client meetings, ensuring value for money and service excellence. • Coach, develop and motivate team members through change and growth. • Provide strong leadership to ensure quality, safety and performance standards are consistently met.

Key Responsibilities

• ▸kpi review
• ▸performance reporting
• ▸p&l management
• ▸variation management
• ▸financial forecasting
• ▸site inspection

What You Bring

We are seeking an experienced Customer Success Manager to lead compliance, quality assurance and performance for a key client contract, ensuring contractual obligations are met, budgets are managed effectively and service excellence is delivered. A central part of the role is overseeing the delivery of scheduled Headlease Inspections for the Arch Co account while collaborating with the client and internal teams to drive continuous improvement, commercial value and long‑term partnership success. The successful candidate will hold a recognised Level 5+ qualification in Facilities Management or a related field, have senior client‑facing experience managing multi‑site commercial operations, and possess strong leadership, commercial acumen and continuous‑improvement expertise, supported by excellent communication, analytical and IT skills. • Recognised qualification in Facilities Management, Customer Service or Management (Level 5+). • Membership of a relevant professional body (e.g., IWFM, RICS) – desirable. • Relevant Health & Safety qualification – desirable. • Proven senior client‑facing experience managing multi‑site commercial operations. • Experience managing senior stakeholders and high‑profile clients. • Strong leadership of operational and field‑based teams. • Track record of continuous improvement and performance optimisation. • Deep understanding of hard and soft FM services and contractor management. • Commercial awareness: financial planning, P&L control, forecasting. • Knowledge of compliance, quality management, health & safety and duty of care. • Excellent communication and stakeholder engagement skills. • Analytical, decision‑making and commercially astute. • Resilient, adaptable and confident driving change in fast‑paced environments. • IT literate with ability to present data and insights clearly.

Requirements

• ▸level 5
• ▸professional body
• ▸health & safety
• ▸commercial acumen
• ▸leadership
• ▸it literate

Benefits

The Customer Success Manager role offers a salary of £55,000‑£60,000, a car allowance, bonus, pension, generous holidays and additional benefits, and is field‑based.

Work Environment

Field