Customer Success Manager

Webrecruit; England; Hybrid; GBP 61,000; Full time

Job summary

A progressive technology firm in Capenhurst, UK, is seeking a Customer Success Manager to enhance relationships with enterprise clients. The ideal candidate will manage client retention and ensure effective use of data-driven software solutions. Competitive salary up to £61,000 with various benefits including generous leave and a supportive work environment.

Benefits

Up to £61,000 salary plus bonus

Career development opportunities

Flexible working options

25 days annual leave plus bank holidays

Pension contributions of 8%

Comprehensive benefits including Private Medical Insurance

Qualifications

• Significant experience managing enterprise or critical accounts.
• Strong understanding of service models, incident management.
• Comfortable with technical concepts and data-driven platforms.

Responsibilities

• Customer success & relationship management.
• Oversight of SLA, support & commercial aspects.
• Issue escalation and advocacy.

Skills

Customer support experience

Account management

Technical delivery for B2B

Excellent communication skills

Stakeholder engagement

Ability to coordinate cross-functional teams

Education

Degree in Engineering, Computer Science, or Business

Tools

CRM tools (e.g., ZenDesk, Salesforce)

Support ticketing tools

Job description

EA Technology is a well-established, positive culture-based company with innovation and creativity at our core. We are a forward thinking business and we live by our values: Collaboration, Creativity, Integrity and Impact. This ensures employee wellbeing is always at the forefront and our amazing people have the autonomy to do their best work.

We encourage and cultivate individual creativeness, understanding that every person at EA Technology is critical to achieving our company goals. This spirit impacts our internal culture and the positive way we interact which is why so many of our employees stay with us long term.

Due to significant growth and expansion, we have a vacancy for a Customer Success Manager to join our fantastic VisNet Modelling team so, if you’ve got experience managing enterprise software clients and a proven track record in driving customer retention, we’d love to hear from you!

Key Details: This role requires you to be on-site in Capenhurst near Chester (CH1 6ES) 1 day per fortnight.

As Customer Success Manager (CSM) for the VisNet Modelling team, you’ll be our enterprise clients' dedicated point of contact, ensuring they gain maximum value from our data-driven software solutions. You will be responsible for customer retention, issue resolution oversight, SLA performance and the proactive development of client relationships across key accounts.

You’ll collaborate closely with product, engineering, QA, support and commercial teams to deliver a seamless customer experience and ensure the long-term success of each client relationship.

Key Responsibilities:

• Customer success & relationship management
• SLA, support & commercial oversight
• Issue escalation & advocacy
• Insights & product feedback

Requirements:

• Significant experience in customer support, account management or technical delivery for B2B software or infrastructure
• Experience in managing enterprise or critical accounts with responsibility for retention, support and value realisation
• Strong understanding of service models, incident management, SLA frameworks and support cost control
• Excellent communication and stakeholder engagement skills, including presenting to senior client leadership
• Ability to coordinate cross-functional teams and prioritise work based on customer impact and urgency
• Comfortable with technical concepts and data-driven platforms (e.g. integrations, modelling tools, dashboards)
• Degree in Engineering, Computer Science, Business or a related field is desirable
• Knowledge of power networks, energy distribution or low-carbon technologies is beneficial
• Familiarity with CRM, support ticketing and customer success tools (e.g. ZenDesk, Salesforce, Dynamics, Jira, Gainsight) is beneficial

What We Offer:

• Up to £61,000 (there is some flexibility on this DOE) + bonus scheme
• Career development opportunities: We offer genuine pathways for growth within our company
• Work-life balance: With flexible working options, we support our employees in balancing their professional and personal lives.
• Holidays: 25 days of annual leave, plus bank holidays, with an extra day for every three years completed (up to a maximum of 30 days). Ability to buy an additional 5 days
• Pension contributions of 8% from the employer (or cash equivalent)
• Comprehensive benefits, including Group Life Insurance, Income Protection and Critical Illness cover (or cash equivalents)
• Private Medical Insurance (single cover or cash equivalent)
• A truly collaborative and supportive work environment where amazing colleagues inspire each other every day!