Customer Success Manager

Adria Solutions Ltd.; Greater Manchester; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is on the lookout for a passionate Customer Success Manager to enhance customer journeys and ensure satisfaction. This role involves managing customer accounts, tracking performance metrics, and collaborating with various stakeholders to drive improvements. With a focus on customer retention and a commitment to outstanding service, the ideal candidate will thrive in a dynamic environment. Join a forward-thinking company that values customer obsession and offers a competitive salary along with great benefits, including private medical insurance and enhanced sick pay.

Benefits

Competitive salary

Performance-based bonus

Life assurance cover

Enhanced company sick pay

Private medical insurance

Qualifications

• 3-5 years of experience in a Customer Success Manager role.
• Strong communication and interpersonal skills are essential.

Responsibilities

• Manage a portfolio of customer accounts and deliver tailored support.
• Lead regular customer service reviews and quarterly business reviews.

Skills

Customer Lifecycle Management

Risk Mitigation

Communication Skills

Interpersonal Skills

ServiceNow

Salesforce

Office 365

Tools

ServiceNow

Salesforce

Office 365

Job description

Customer Success Manager

My Client is seeking a passionate and proactive Customer Success Manager to join their dynamic team. In this role, you’ll be responsible for guiding customers through their journey, ensuring they achieve their goals while using My Client’s products and services. Acting as a trusted advisor, you’ll play a key role in customer retention and satisfaction, whilst embodying our Customer Obsessed Values.

Key Responsibilities

• Dedicated Portfolio Management: Manage a portfolio of customer accounts, delivering tailored support and proactively identifying and mitigating risks.
• Customer Success Scorecard: Track and analyse customer adoption and performance metrics, implementing improvement plans where necessary.
• Service Reviews & QBRs: Lead and participate in regular customer service reviews and quarterly business reviews, gathering feedback and driving enhancements.
• Customer Lifecycle Management: Own the customer journey across all lifecycle stages, working cross-functionally to optimise each touchpoint using data-driven insights.
• Stakeholder Engagement: Collaborate with key partners, including Issuers, TMCs, and Platform providers, ensuring seamless onboarding and issue resolution.
• Risk Management: Anticipate and mitigate customer risks early in the lifecycle, ensuring successful outcomes.
• Sales Pipeline Awareness: Maintain alignment with commercial teams to prepare for incoming accounts.
• Documentation & Knowledge Sharing: Maintain accurate process documentation, contribute to FAQs, and support the technical writing team.

About You:

• 3–5 years’ experience in a Customer Success Manager role, ideally within fintech or corporate travel.
• Customer-obsessed, with a passion for delivering outstanding service.
• Proven track record in customer lifecycle management and risk mitigation.
• Strong communication and interpersonal skills, with the ability to collaborate cross-functionally.
• Proficient in using service and CRM tools such as ServiceNow, Salesforce, and Office 365.
• Familiar with ITIL framework and IT systems/networks.
• Able to prioritise and manage workloads in a fast-paced environment.
• A self-starter, team player, and resilient problem-solver.

Benefits

• Competitive salary & performance-based bonus
• Life assurance cover
• Enhanced company sick pay
• Private medical insurance (single cover, with option to add dependents)

Interested? Please Click Apply Now!

Customer Success Manager