Customer Success Manager

JLA ltd; Ripponden; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Free onsite gym access

Life assurance

Company pension

Free parking

Eye care vouchers

Cycle to work scheme

Refer a Friend bonus up to £1,000

Job summary

JLA Limited is seeking a Customer Success Outbound Renewal Agent to manage an SME renewal portfolio and proactively engage with customers nearing renewal windows. The role centers on securing renewal reviews, arranging qualified appointments for Area Sales Managers, and identifying opportunities to retain and grow accounts.

You will collaborate with the Customer Success Manager and Terminations Team to maximize retention, maintain a healthy renewal pipeline, and support the achievement of

Qualifications

• Strong communication and engagement skills, both written and verbal.
• Ability to handle challenging conversations and objections with professionalism and empathy.
• Comfortable working in a fast-paced environment with targets and KPIs.
• Strong organisational skills with the ability to manage a structured renewal pipeline.
• Experience in subscription-based, service-led or B2B environments.
• Background in win-back or save-team roles, customer retention or contract management.
• Knowledge of customer lifecycle management and renewal workflows.
• Exposure to light commercial negotiation or offer structuring.

Responsibilities

• Manage and maintain the contract portfolio for a dedicated SME region/team.
• Proactively contact customers approaching contract renewal to discuss their requirements and arrange renewal review meetings.
• Book qualified appointments for ASMs to conduct renewal and account review discussions.
• Work closely with the Customer Success Manager to maximise customer retention and effectively manage the contract book.
• Liaise with the Terminations Team to identify at-risk accounts and coordinate ASM appointments where intervention is required.
• Maintain accurate pipeline management, ensuring customer activity, opportunities, and outcomes are recorded and progressed effectively.
• Collaborate with internal stakeholders to support customer retention strategies and deliver renewal targets.
• Contribute to the achievement of team objectives and overall business retention goals.

Skills

Strong communication

Handling objections

Target-driven

Organisational skills

Renewal lifecycle

Customer retention

Cross-functional collaboration

B2B experience

Job description

JLA has been providing critical assets and services to a range of businesses and sectors including Care Homes, Hospitals, Schools, and Hotels for over 50 years. These assets and services are crucial in supporting customers with their Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning.

The company offers a unique, all-inclusive package called Total Care, this rental model allows customers to make a single monthly payment, to receive brand new equipment, and have maintenance costs taken care of.

When you join the JLA family, you'll also gain access to an extensive benefits package.

We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life's challenges. We also offer up to 8 counselling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.

You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available.

To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.

We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.

We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We're dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!

Role overview

The Customer Success Outbound Renewal Agent is responsible for managing the contract portfolio for a designated SME region/team. The role focuses on proactively engaging with existing customers within their renewal window, securing appointments for Area Sales Managers (ASMs) to discuss contract renewals and identify opportunities to retain and grow the account.

Key Responsibilities

Manage and maintain the contract portfolio for a dedicated SME region/team.

Proactively contact customers approaching contract renewal to discuss their requirements and arrange renewal review meetings.

Book qualified appointments for ASMs to conduct renewal and account review discussions.

Work closely with the Customer Success Manager to maximise customer retention and effectively manage the contract book.

Liaise with the Terminations Team to identify at-risk accounts and coordinate ASM appointments where intervention is required.

Maintain accurate pipeline management, ensuring customer activity, opportunities, and outcomes are recorded and progressed effectively.

Collaborate with internal stakeholders to support customer retention strategies and deliver renewal targets.

Contribute to the achievement of team objectives and overall business retention goals.

Criteria

Essential (attributes required for candidate to be considered)

Desirable (attributes can be trained or developed)

Knowledge and Skills (what you know and what you can do)

• Strong communication and engagement skills, both written and verbal.
• Ability to handle challenging conversations and objections with professionalism and empathy.
• Comfortable working in a fast-paced environment with targets and KPIs.
• Strong organisational skills with the ability to manage a structured renewal pipeline.
• Experience in subscription-based, service-led or B2B environments.
• Background in win-back or save-team roles, customer retention or contract management.
• Knowledge of customer lifecycle management and renewal workflows.
• Exposure to light commercial negotiation or offer structuring.

Experience (what you have done)

• 2+ years of experience in an office environment, ideally in customer success, account management, retention, renewals or inside sales.

(the way you think and act)

• Customer-centric with a calm, confident approach.
• Persuasive communicator with strong emotional intelligence.
• Resilient and motivated by achieving retention outcomes.
• Curious, analytical and eager to understand customer motivations.
• Highly organised with strong attention to detail.
• Collaborative and able to work across multiple teams.
• Desire to chase targets

Qualifications

• Experience working within a B2B business