Customer Success Manager

The Recruitment Group; Birmingham; On-site; GBP 40,000; Full time

Job summary

A leading logistics provider is seeking a proactive Customer Success Manager to join their team in Hams Hall. This full-time role focuses on ensuring seamless service delivery, building strong relationships with clients, and driving operational excellence. Ideal candidates will have proven experience in customer success within logistics and strong communication skills.

Benefits

22 days annual leave plus bank holidays

Company pension scheme

Life insurance

Access to Employee Assistance Programme

Free on-site gym and secure parking

Company uniform provided

Qualifications

• Proven experience in customer success or account management within logistics.
• Strong background in warehouse management systems and CRM.
• Experience creating SOPs and training staff.

Responsibilities

• Act as the key liaison for major customer accounts.
• Monitor customer service KPIs and resolve queries.
• Oversee onboarding processes and customer documentation.

Skills

Communication

Analytical

Organizational

Solutions-focused

Education

NVQ or equivalent in Business or Management

Tools

Warehouse Management Systems (WMS)

CRM platforms

MS Office

Job description

Job Title: Customer Success Manager

Salary: £40,000 per annum
Location: Hams Hall B46
Hours: Full-time, 45 hours per week (Monday to Friday)

Customer Success Manager

We are currently recruiting on behalf of a leading logistics provider seeking a proactive and customer-focused Customer Success Manager to join their team at Hams Hall. This is an excellent opportunity to join a dynamic and growing company with a strong customer-first culture and a commitment to operational excellence.

Purpose of the Role:

To act as the main point of contact for key customers, ensuring seamless service delivery across the business while proactively identifying opportunities for improvement and building strong, long-lasting client relationships.

Main Duties and Responsibilities:

• Act as the key liaison for major customer accounts, ensuring satisfaction and loyalty
• Monitor customer service KPIs, resolve queries, and escalate where necessary
• Collaborate with internal departments to maintain high-quality service levels
• Oversee onboarding processes and maintain customer documentation and contracts
• Utilise CRM and logistics systems to track customer interactions and performance
• Coordinate service delivery across teams and ensure accurate reporting
• Support operational efficiency, quality assurance, and continual service improvement
• Manage staffing levels, shift patterns, and compliance in line with HR policies
• Lead customer service/admin functions and ensure service delivery meets SLAs
• Assist in proposals, costings, and support tender submissions
• Maintain compliance with SOPs and ensure continuous improvement in all service areas
• Participate in projects and contribute to strategic business goals
• Report on KPIs including invoicing, pick performance, and occupancy levels

Experience / Knowledge Requirements:

• Proven experience in customer success, account management, or customer service within logistics/supply chain
• Strong background in warehouse management systems (WMS) and CRM platforms
• Experience creating SOPs, leading training, and driving service standards
• Skilled in using data for reporting and service improvements
• NVQ or equivalent in Business or Management
• Proficient in MS Office (Excel, Word, Outlook, PowerPoint)
• Experience in 3PL environments and onboarding new clients

Personal Skills & Attributes:

• Excellent communication and relationship-building skills
• Analytical and detail-oriented with a data-driven mindset
• Solutions-focused and proactive approach
• Strong organisational skills and ability to work under pressure
• Confident in decision-making, training delivery, and team leadership
• Flexible, adaptable, and committed to continuous improvement
• Professional, trustworthy, and aligned with company values

Key Performance Indicators (KPIs):

• On-time and in-full delivery
• Customer satisfaction and retention
• Weekly reporting (Finance, Customer Performance, Operational Metrics)
• Occupancy and resource efficiency

Benefits:

• £40,000 annual salary
• 22 days annual leave plus bank holidays
• Company pension scheme
• Life insurance*
• Access to Employee Assistance Programme (including family support, legal/wellbeing advice, and retail discounts)
• Free on-site gym and secure parking
• Company uniform provided*

*Benefits apply after successful completion of probation

To find out more about this opportunity, please contact Alice Connors at The Recruitment Group.