Customer Success Manager - Hybrid

London Bridge: 3 days in the office / 2 days WFH

Up to 50K + Client Retention Bonus

Permanent

We are looking for a Customer Success Manager to join a fast-growing, award-winning technology business based in London Bridge.

This isn't a traditional SaaS Customer Success role and it's not a sales position. We're looking for a strong client-facing problem solver who can take ownership of operational issues, investigate what's really happening and coordinate internal teams to get problems resolved.

The Role

• You will manage the operational side of a portfolio of client accounts, working closely with Account Managers and internal technical and operational teams.
• Own client issues from initial problem through to resolution.
• Investigate problems, identify the root cause and get the right internal teams involved.
• Chase actions, escalate when necessary and ensure issues are properly resolved.
• Use dashboards and reports to monitor client sites and identify potential problems.
• Explain technical or operational issues to clients in clear, straightforward language.
• Run regular client reviews alongside the Account Manager.
• Identify recurring problems and help drive permanent solutions.
• Support new client/site launches, including on-site training and customer engagement.
• Turn client requirements into clear actions for internal teams.

Experience Needed

• A background in facilities management, property, parking, logistics, field services or operational service delivery.
• Experience owning client-facing operational problems through to resolution.
• Strong problem-solving and investigative skills.
• Experience coordinating teams and influencing people you don't directly manage.
• Confidence using dashboards, reports and performance data.
• Excellent client communication skills.
• The ability to remain calm and credible when dealing with difficult situations.

This is a newly created position offering the opportunity to help shape a new Customer Success function within a rapidly growing business.

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