Customer Success Manager

Ultima; Remote; GBP 50,000 - 70,000; Full time

Job summary

A technology services firm is seeking a Customer Success Manager to ensure high-quality support for managed services clients. The role involves delivering consistent service, maintaining operational relationships, and acting as the primary client contact. This position requires collaboration with support and account management teams to enhance service value and ensure adherence to SLAs and KPIs. The role includes remote work with travel to customer sites in Reading and London twice a month.

Qualifications

• Proven experience in customer success or service management roles.
• Ability to maintain high standards of client support.
• Strong communication skills for interaction with clients and teams.

Responsibilities

• Deliver a high-quality support experience for clients.
• Ensure service adherence to SLAs and KPIs.
• Collaborate with various teams to enhance service delivery.

Skills

Service delivery management

Client relationship management

Performance metrics adherence

Collaboration with technical teams

Job description

Job Description

Customer Success Manager

Department / Function: Managed Services

Location: Remote, with travel to Customer sites in Reading and London twice a month.

The Customer Success Manager is accountable for delivering a consistent and high-quality support experience for managed services clients, ensuring services are aligned with contractual commitments and evolving customer expectations. This role is responsible for driving service excellence, maintaining strong operational relationships, and acting as the client’s primary point of contact for support-related matters.

Operating at the intersection of service delivery and customer success, the CSM ensures SLA / KPI adherence, leads service reviews, and supports continuous improvement initiatives. The role requires close collaboration with Technical Account Managers (TAMs), Support Leads, Service Leads, and Account Managers, maintaining strong communication loops between client feedback, technical operations, and account strategy.

While the CSM contributes to commercial awareness and identifies opportunities to enhance service value, responsibility for upsell and commercial growth remains with the Account Manager. This position plays a key par...