Customer Success Manager (Cardiff)

Senior Customer Success Manager – Cardiff (Hybrid/Remote working) £70k

Cyber Security service provider require a Senior Customer Success Manager who has a background within technology, cyber or digital operations to join their successfully growing team. This role is perfect for an individual who excels at cultivating strong relationships, while guiding customers through their journey.

This position is part of the Service Management team, focusing on client onboarding, ongoing service delivery, and process improvement. It offers the chance to work alongside technology subject matter experts in a collaborative environment that values fresh ideas and innovation. If you're a creative thinker who thrives on teamwork, we encourage you to apply.

Responsibilities of the Senior Customer Success Manager:

• Own customer onboarding, service availability, and delivery
• Continuously measure and improve service operations.
• Engage customers regularly to assess needs and remove adoption barriers.
• Monitor customer health to anticipate needs and spot trends.
• Build strong stakeholder relationships to drive value and improve metrics.
• Track and report on high-risk accounts and potential business threats.
• Collaborate with Account Managers on renewals
• Drive high renewal rates through strong satisfaction and adoption.
• Communicate new features in the context of customer goals.
• Act as an escalation point for service-impacting issues.

Requirements of the Senior Customer Success Manager:

• Reliable and hardworking, takes ownership, and works well alone or in a team
• Committed to continuous improvement and delivering value to customers
• Knowledge of service methodologies within IT or Technology
• MSSP, IT, Technology or Cyber industry experience – highly desirable
• Eligible for SC Clearance (British citizen or lived in the UK for 5 year +

For more information on this role apply on-line or reach out to Catherine Burn on c.burn@ltharper.com.