Customer Success Manager
Customer Success Manager
Salary: Market-leading package designed to attract and retain exceptional talent
Location: Remote/Field-Based (North West Region)
GEM Partnership is delighted to partner exclusively with Mandata, the UK's leading Transport Management System (TMS) provider, supporting more than 7,000 users and helping transport and logistics operators improve efficiency and performance.
Founded in 1974, Mandata has spent over five decades building specialist expertise within transport technology and are the technology partner of choice for 45% of the UK’s top 100 road transport companies. With approximately 100 employees, they are now backed by Tenzing, supporting the next phase of growth across the UK and Ireland.
Due to their continued growth, Mandata is seeking a Customer Success Manager in the North West to build strong customer relationships, drive software adoption, maximise customer ROI and support long-term account growth and renewals. Predominantly field-based, you will act as a trusted advisor to a portfolio of customers, working closely with senior stakeholders to maximise software adoption, deliver measurable ROI and identify opportunities for long-term account growth and renewal.
The Role
- Build trusted relationships with key customer stakeholders, including C-suite contacts
- Manage a portfolio of approximately 45-50 client accounts, including enterprise-level customers, ensuring clients receive maximum value from the Mandata solution
- Identify opportunities for account growth, retention and long-term customer engagement
- Build strong customer relationships through regular face-to-face interaction, site visits and account reviews
- Drive customer adoption and achievement of ROI objectives
- Develop and manage Continual Service Improvement Plans (CSIPs)
- Support contract renewals and customer retention activities
- Analyse customer trends and recommend operational improvements
The Person
- Experience gained directly within transport, logistics or haulage would be advantageous, although equally relevant backgrounds could include software, telematics or other services supporting the sector
- Experience in Customer Success, Account Management or Renewals
- Track record of engaging with senior decision makers and stakeholders
- Strong communication and relationship-building skills
- Commercially aware with excellent problem-solving capabilities
- An interest in technology and digital solutions is important, although deep technical expertise is not a prerequisite
- Willingness to be out in the field, with regular travel to/from client sites, requiring a full UK driving licence and access to a vehicle
This is a fantastic opportunity to join a growing organisation at an exciting time with genuine opportunities for career development and progression. You will have freedom and autonomy to plan your day and routes to clients and will be a genuine ‘difference maker’ in the strengthening of client relationships.
This is a remote, field-based role requiring regular travel to client sites. As such, a full UK driving licence and access to a car is essential.
If you feel you have the qualities our client is seeking, please submit your CV and covering letter indicating your current package or for a discreet conversation call our Peterlee office.
GEM Partnership is acting as an employment agency on this vacancy.
Due to the high volume of applications we receive, we are unable to contact every candidate individually. If you do not hear from us within 7 days of submitting your application, please assume that you have not been shortlisted on this occasion.
We are committed to fair, consistent, and inclusive recruitment practices, and all applications are reviewed in line with relevant employment legislation and our equal opportunities principles.
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