Customer Success Manager

Chester outskirts - hybrid, with on-site presence 1 day per fortnight Up to £65,000 (DOE) + bonus scheme My client is a forward-thinking, innovation-driven business built on strong values. As part of their continued growth, they are looking for an experienced Customer Success Manager to join their dynamic software team. If you have a background in managing enterprise software clients and a proven track record of driving customer satisfaction and retention, I would love to hear from you.As Customer Success Manager, you will be the dedicated point of contact for their enterprise clients-ensuring they gain maximum value from the data-driven software solutions. You will oversee customer relationships, service delivery, and issue resolution while collaborating with technical and commercial teams to deliver a seamless, high-quality customer experience.Please note this role is remote but requires you in their Chester office 1 day a fortnight. Key Responsibilities:• Manage and nurture client relationships to ensure long-term success and retention• Oversee service levels, performance, and customer satisfaction across key accounts• Act as the escalation point for client issues, driving resolution and continuous improvement• Provide insights and feedback to inform product development and service enhancements• Work cross-functionally with engineering, support, QA, and commercial teams What We Are Looking For:• Strong experience in customer success, account management, or technical delivery within a B2B software or infrastructure environment• Proven ability to manage enterprise or critical accounts with responsibility for retention and value realisation• Solid understanding of SLA frameworks, incident management, and service models• Excellent communication and stakeholder management skills, including the confidence to present to senior leaders• Ability to coordinate cross-functional teams and manage priorities effectively• Comfortable with technical and data-driven concepts (e.g. modelling tools, integrations, dashboards)• Degree in Engineering, Computer Science, Business or related discipline (desirable)• Knowledge of energy, utilities, or low-carbon technologies (beneficial)• Familiarity with CRM and support tools such as Salesforce, Dynamics, Jira, ZenDesk, or Gainsight (beneficial)This Role Comes With:• Salary up to £65,000 DOE + bonus scheme• Career development opportunities and genuine growth pathways• Flexible working arrangements to support work-life balance• 25 days holiday plus bank holidays (rising to 30 with service) and the option to buy 5 additional days• 8% employer pension contribution (or cash equivalent)• Private Medical Insurance, Group Life Insurance, Income Protection, and Critical Illness cover (or cash equivalents)• A collaborative, supportive culture where creativity and innovation are encouraged every dayIf you are passionate about helping clients succeed and thrive in a people-focused, forward-thinking business, this role is for you.Apply today and be part of something special - if you do not hear from us within 10 working days, please assume you have been unsuccessful.Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, NMS Recruit will be acting within your interest and will contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please get in touch with us here.