Customer Success Manager

Capita plc; Belfast City District; Hybrid; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Hybrid Belfast - Hillview House

Competitive salary and bonus

23 days' holiday pro rata

Volunteer day with charity

Family leave policies

Pension, life assurance and more

Job summary

Capita plc in Belfast (Hybrid) is seeking two commercially minded Customer Success Managers to own strategic client relationships, influence delivery across Capita AiTO, and drive value from technology services. You will act as a trusted advisor, improving service performance and enabling long-term customer success.

Based in Northern Ireland with travel to Capita sites as needed, you will manage relationships across the full lifecycle, lead reviews, monitor performance, and drive continuous

Qualifications

• Experience in customer success, service delivery, account management or technology services.
• Strong stakeholder management, communication and influencing skills.
• Experience managing customer relationships in a complex technology environment.
• Experience with KPIs, SLAs, governance and service reporting.
• Knowledge of ITIL/ITSM, cloud, infrastructure or digital services.
• Track record of driving continuous improvement and customer outcomes.
• Commercial awareness with risk and escalation experience.

Responsibilities

• Manage customer relationships across the full-service lifecycle.
• Lead service reviews, governance meetings and customer forums.
• Monitor KPIs, SLAs, customer satisfaction and service performance.
• Drive continuous service improvement, optimisation and automation.
• Support onboarding, service transitions and transformation programmes.
• Manage risks, issues, escalations and compliance requirements.
• Own operational, commercial, finance and technical teams.
• Monitor cost-to-deliver and identify efficiency opportunities.
• Support customer retention, contract renewals and growth opportunities.

Skills

Customer success

Service delivery

Account management

Client relationship management

Managed services

Technology services

Stakeholder management

Communication

Influencing

KPIs / SLAs reporting

Risk and escalation management

Commercial awareness

Job description

Customer Success Manager

LOCATION - Belfast (Hybrid)

BUSINESS UNIT - Capita AiTO

Competitive salary and bonus

Help customers realise greater value from technology services

You will have experience in customer success, service delivery, account management, client relationship management, managed services or technology services.

About the role

We're looking for two commercially minded customer leaders who can own strategic client relationships, influence delivery across Capita, grow the account and quickly understand the technology environment so our customers achieve maximum value from Capita AiTO services. You'll act as a trusted advisor, working with customers and internal teams to improve service performance, enable continuous improvement, manage risk and support long-term customer success.

- Must be based in Northern Ireland, able to travel to our Belfast Office (hybrid)

- Full, valid UK driving licence required, with the flexibility to travel to customer and Capita sites as needed

What you'll be doing

Managing customer relationships across the full-service lifecycle.

Leading service reviews, governance meetings and customer forums.

Monitoring KPIs, SLAs, customer satisfaction and service performance.

Driving Continuous Service Improvement (CSI), optimisation and automation.

Supporting onboarding, service transitions and transformation programmes.

Managing risks, issues, escalations and compliance requirements.

Owning operational, commercial, finance and technical teams.

Monitoring cost-to-deliver performance, identifying opportunities for efficiency and ensuring services are delivered in line with financial, commercial and customer objective

Supporting customer retention, contract renewals and growth opportunities.

What we're looking for

You will have experience in customer success, service delivery, account management, client relationship management, managed services or technology services, together with:

Strong stakeholder management, communication and influencing skills.

Experience managing customer relationships in a complex technology environment.

Experience working with KPIs, SLAs, governance and service reporting.

Knowledge of ITIL, ITSM, cloud, infrastructure or digital services.

A track record of driving continuous improvement and customer outcomes.

Commercial awareness with experience of risk and escalation management.

Why Capita AiTO?

Join a team delivering Applications, Infrastructure, Technology and Operations services. You will help customers improve performance, realise value from technology investments and achieve their business goals.

Living Our Values

Customer First, Always

Build trusted customer relationships, ensuring services deliver value, positive outcomes and an exceptional customer experience.

Achieve Together

Work collaboratively across customer, operational, commercial and technical teams to deliver successful outcomes and long-term partnerships.

Fearless Innovation

Drive continuous service improvement, challenge existing ways of working and identify opportunities to enhance services through innovation and automation.

Everyone is Valued

Create an inclusive environment where diverse perspectives are welcomed, respected and supported to achieve shared success.

Join Capita - Where Innovation Meets Opportunity

Capita is a dynamic leader in consulting and digital services, helping some of the UK's most recognised organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors-government, healthcare, education, and finance-offering you the chance to contribute to projects that impact millions of lives. At Capita, you'll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion.

We're committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you're ready to make an impact and grow your career, Capita is the place for you.

What's in it for you?

• Hybrid - Belfast, Hillview House
• Competitive salary and bonus
• 23 days' holiday, rising to 27 (pro rata) - plus the option to buy more after qualifying period
• Paid volunteering day with a charity of your choice
• Generous family leave policies - including 15 weeks' fully paid maternity, adoption, and shared parental leave
• Cycle2Work scheme, pension, life assurance, and more

Customer first, always Fearless innovation Achieve together Everyone is valued

We are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds.

We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email [e-mail] and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

AI & Fair Recruitment at Capita

At Capita, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people. If you need any adjustments during the process, we're here to support you.

How We Use AI in Our Hiring Process

To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, please let us know and we'll be happy to support you.