Customer Success Manager

• Permanent
• Central London - Hybrid
• Up to £70,000

A leading provider of end-to-end IT services, cloud expertise, AI solutions, and resource augmentation worldwide is seeking an experienced customer success manager to champion customer success for global clients. you'll play a key role in ensuring customers realise maximum value from our managed services, AI innovations, cloud solutions, and resource augmentation offerings.

Job Title: Customer Success Manager
Job Type: Permanent
Working Arrangement: Hybrid - occasional travel into the London office
Office Location: Central London
Salary: Up to £70,000 (+ bonus)

The Role:

• Build and nurture strong client relationships across all organisational levels, focusing on customer outcomes, sentiment, satisfaction, and proactive value realisation from services and solutions.
• Lead regular service reviews, anticipate and manage down escalations through proactive engagement, and ensure consistent face-to-face interaction (where feasible).
• Communicate effectively with internal leadership and external stakeholders to advocate for customer needs; support integrated account planning, renewals, and key milestones.
• Collaborate with account managers on relationship mapping, identifying champions and stakeholders.
• Maintain up-to-date customer success plans and documentation aligned with contracts and goals; ensure accessibility of service catalogues and signpost to relevant offerings.
• Manage vendor relationships and third-party agreements to support optimal customer outcomes.
• Provide comprehensive Back Office support, including administration, onboarding coordination, process optimisation, accurate documentation of interactions and deliverables, report preparation, and renewal support.
• Facilitate smooth onboarding of new accounts and resources, ensuring compliance and operational readiness.
• Track invoices/POs, monitor financial performance, manage budgets, review vendor service levels (including penalties/rewards), and address payment delays.
• Manage resource augmentation demands from qualification through onboarding and delivery; maintain communication with resources and stakeholders.
• Leverage experience in people-based services, onboarding/line managing large remote (including offshore) teams, performance management, and handling challenging conversations for positive results.

What We're Looking For:

• 5+ years of Customer Success experience, preferably in a resource augmentation or people-based services environment.
• Strong customer-centric mindset with proven track record in developing client relationships, driving satisfaction, continual improvement, and handling escalations.
• Excellent communication, presentation, facilitation, negotiation, and stakeholder management skills across all levels.
• Experience developing and implementing effective processes, budgeting, cost control, vendor/contract management, and continuous service improvement (CSI).
• Self-motivated, flexible, adaptable to changing customer/team/organisational needs, and open to new ideas.
• Technical awareness (networks, cloud, infrastructure, AI) is advantageous.
• Strong people management skills, including onboarding, line managing, and performance coaching remote/offshore resources.

Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy. Computappoint do not use AI to filter or assess candidates, we use experienced and dedicated recruiters, who want to match the best people to roles.