Customer Success Manager

Customer Success Manager

Department/ Function: Managed Services

Location: Remote, with travel to Customer sites in Reading and London twice a month.

The Customer Success Manager is accountable for delivering a consistent and high-quality support experience for managed services clients, ensuring services are aligned with contractual commitments and evolving customer expectations. This role is responsible for driving service excellence, maintaining strong operational relationships, and acting as the client's primary point of contact for support-related matters.

Operating at the intersection of service delivery and customer success, the CSM ensures SLA/KPI adherence, leads service reviews, and supports continuous improvement initiatives. The role requires close collaboration with Technical Account Managers (TAMs), Support Leads, Service Leads, and Account Managers, maintaining strong communication loops between client feedback, technical operations, and account strategy.

While the CSM contributes to commercial awareness and identifies opportunities to enhance service value, responsibility for upsell and commercial growth remains with the Account Manager. This position plays a key part in ensuring clients not only receive excellent service but also realise ongoing value from their relationship with Ultima.

MAIN DUTIES AND RESPONSIBILITES

• Service Delivery Management

• Act as the primary point of contact for service performance for assigned customers.
• Ensure all contracted services are delivered in line with SLAs and KPIs.
• Lead monthly and quarterly service reviews, including reporting, insights, and continuous improvement actions.
• Manage and coordinate major incident escalations, post-incident reviews, and root cause analysis.
• Liaise with internal service leads and operational teams to ensure optimal service performance and customer satisfaction.
• Drive adherence to ITIL processes across incident, change, and problem management.

Customer Success Management

• Develop deep understanding of each customer's business drivers and goals.
• Collaborate with Account Managers to support customer retention and satisfaction strategies.
• Identify opportunities for service optimisation, product adoption, and customer enablement.
• Monitor customer health and proactively address risks to satisfaction or renewal.
• Champion customer feedback into internal service improvements.

Collaboration & Commercial Awareness

• Work closely with Account Managers to support renewal and expansion strategies, feeding in customer insights and identifying value-add opportunities.
• Maintain awareness of the commercial contracts and scope of services provided.
• Support the onboarding of new customers by aligning delivery expectations and success plans.
• Build strong working relationships with Technical Account Managers and Service Leads to ensure technical alignment and service readiness.

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE

• Experience in a customer-facing service delivery or customer success role within a Managed Service Provider (MSP) environment.
• Strong knowledge of ITIL processes and service management frameworks.
• Excellent relationship-building and stakeholder management skills.
• Confident managing service reviews, escalations, and performance reporting.
• Strong understanding of technical service environments and the ability to communicate with both technical and non-technical stakeholders.
• Commercial awareness and ability to understand the financial and contractual context of managed services
• Experience working cross-functionally with account management, technical, and service delivery teams.

DESIRED KNOWLEDGE, SKILLS & EXPERIENCE

• ITIL Foundation or higher certification.
• Experience with customer success platforms or service management tools (e.g., ServiceNow).
• Experience with cloud, infrastructure, or modern workplace managed services.
• Background in mid-sized MSPs or similar fast-paced service environments.

KEY COMPETENCIES REQUIRE FOR ROLE

• Customer-first mindset with a passion for service excellence.
• Calm under pressure and able to manage escalations confidently.
• Analytical and detail-oriented with a focus on improvement.
• Proactive and collaborative approach to working across teams.

Our Commitment to You

We're proud to be an equal opportunity, Disability Confident employer. At Ultima, we celebrate our differences and strive to build an environment where everyone feels respected, valued, and able to succeed.

Not sure you meet every single requirement?

People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we're committed to building a diverse and inclusive workplace, so even if your experience doesn't align perfectly, we encourage you to apply. You might be exactly who we're looking for.

Apply now, or reach out to our Talent team if you have any questions. We're always happy to chat about how we can make work, work for you.