Customer Success Manager

Customer Success Manager

Salary: �65,000 - �70,000 per annum

Location: Hybrid role - Greater Manchester, Lancashire and Yorkshire

Permanent

Are you an experienced Customer Success Manager with a passion for driving customer satisfaction, retention and financial growth?

Do you thrive in a strategic, customer-focused role, ensuring business outcomes are met? If so, we have a high-profile opportunity that could be the perfect next step in your career.

The Role

As a Customer Success Manager, you will play a critical role in ensuring customer success for a large strategic client based in Manchester. This is a pure Customer Success role where your primary focus will be on growth, retention, and customer satisfaction. Working closely with the Account Manager, you will develop success metrics, identify opportunities for enhancement and upsell, and ensure the customer receives maximum value from our client's services and solutions.

Key Responsibilities

• Customer Advocacy: Build strong relationships, acting as a trusted advisor to enhance customer satisfaction and retention.
• Strategic Account Growth: Drive financial growth, working alongside the Account Manager to identify and execute upsell and expansion opportunities.
• Customer Success Playbooks: Design and implement structured success playbooks to improve customer outcomes and experience.
• Data-Driven Approach: Develop and track KPIs, SLAs, XLAs, and scorecards to measure and enhance success.
• Pain Point Resolution: Identify customer pain points and work proactively to deliver end-to-end solutions.
• Cloud & Contact Centre Expertise: Leverage your knowledge of Five9, Genesys Cloud, AWS, Azure, or Unified Comms to optimise customer environments.

What We're Looking For

• Proven CSM experience - Minimum 4+ years of Customer Success experience.
• Strong understanding of targets, KPIs, and business outcome setting.
• Experience in growing and improving customer experience, including playbook development.
• Analytical mindset with a focus on end-to-end process improvement.
• Cloud & Contact Centre background (Five9, Genesys Cloud, AWS, Azure, etc.).
• ITIL v4 certification is essential (unless extensive CSM experience is demonstrated).

Why Join Us?

• High-profile role playing a crucial part in the company's ongoing Customer Success strategy
• Career growth opportunities within the evolving Customer Success function.
• Hybrid working with access to offices in Manchester (end customer), London, and Leeds.

This is a fantastic opportunity to influence a new Customer Success strategy and make a real impact. If you're ready to take on a strategic, customer-focused role that goes beyond traditional account management, apply now!

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.