Customer Success Manager

JR United Kingdom; Cardiff; Hybrid; GBP 70,000; Full time

Job summary

A leading cyber security service provider is seeking a Senior Customer Success Manager in Cardiff. The role involves fostering strong client relationships, overseeing service delivery, and driving process improvements. Ideal candidates have a background in IT or cyber industries and are committed to enhancing customer value in a collaborative environment.

Qualifications

• Experience in the MSSP, IT, or Cyber industry highly desirable.
• Knowledge of service methodologies within IT or Technology.

Responsibilities

• Manage customer onboarding, service availability, and delivery.
• Measure and improve service operations.
• Engage customers regularly to assess needs.

Skills

Continuous improvement

Service methodologies

Stakeholder management

Customer relationship management

Job description

Senior Customer Success Manager – Cardiff (Hybrid/Remote working) £70k

Cyber Security service provider is seeking a Senior Customer Success Manager with a background in technology, cyber, or digital operations to join their growing team. The role involves cultivating strong relationships and guiding customers through their journey.

This position is part of the Service Management team, focusing on client onboarding, service delivery, and process improvement. It offers the opportunity to work alongside technology experts in a collaborative environment that values innovation. If you are a creative thinker who enjoys teamwork, we encourage you to apply.

Responsibilities:

• Manage customer onboarding, service availability, and delivery
• Measure and improve service operations
• Engage customers regularly to assess needs and address adoption barriers
• Monitor customer health to anticipate needs and identify trends
• Build stakeholder relationships to drive value and improve metrics
• Track and report on high-risk accounts and potential threats
• Collaborate with Account Managers on renewals
• Drive renewal rates through customer satisfaction and adoption
• Communicate new features aligned with customer goals
• Act as escalation point for service-impacting issues

Requirements:

• Reliable, hardworking, takes ownership, and works well independently or in a team
• Committed to continuous improvement and delivering value to customers
• Knowledge of service methodologies within IT or Technology
• Experience in MSSP, IT, Technology, or Cyber industry (highly desirable)
• Eligible for SC Clearance (British citizen or lived in the UK for 5+ years)

For more information or to apply, contact Catherine Burn at [emailprotected].