Customer Success Manager

SBS; Sheffield; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

SBS is seeking a Client Relationship Manager to lead ISA product line client interactions and ensure satisfaction. Location options include London, Sheffield, or Bristol with a hybrid work model.

The role focuses on strengthening partnerships, delivering excellent service, and translating client needs into actions with internal teams. Typical salary ranges from 45k to 55k GBP, with 1–2 years of customer-facing experience encouraged.

Qualifications

• Excellent interpersonal skills and ability to communicate with a wide range of people.
• Strong customer service ethic and the ability to work in a team.
• Reliable, ethical, and able to handle confidential information.
• Experience in a customer-facing or similar role is preferred; degree holders welcome.

Responsibilities

• Improve overall customer relationship and deliver reliable administrative support.
• Understand, monitor and implement contractual terms and SLAs.
• Acknowledge customers promptly and treat them courteously.
• Maintain knowledge of each client and their business.
• Document client meetings and identify actions with follow-up calls.
• Communicate client goals to production and development teams.
• Collaborate with account managers to drive client success.
• Maintain client health metrics and manage expectations and timelines.
• Lead client account reviews and ensure meeting prep is complete.

Skills

Interpersonal skills

Customer service

Teamwork

Confidentiality

Decision making

Risk management

Proactive

Organisational skills

Travel flexibility

People-facing

Numeracy

Explain complex concepts

Customer-facing experience

Education

University degree

Job description

Position Overview

This is more than a job. It’s a chance to build, grow, and make a real impact! Join our team as our new Client Relationship Manager!

As a Client Relationship Manager at SBS, you will be at the forefront of our ISA product line client interactions, ensuring their success and satisfaction. You will work closely with our clients to understand their needs, provide exceptional service, and facilitate long‑term partnerships.

Location: London, Sheffield, or Bristol

Salary: 45k to 55k GBP

Work model: Hybrid

Responsibilities

• Improving the overall customer relationship, delivering reliable administrative support and customer service
• Responsible for understanding, monitoring and implementing the contractual terms and service level agreement.
• Acknowledging customers promptly and treating them in a courteous manner
• Maintaining a working knowledge of each client and their business
• Producing documentation after any client meetings, summarising any additional actions required, including follow-up calls
• Communicate and represent client goals, requirements, and interests internally with production and development teams
• Work closely with account managers to help drive the strategic success of clients
• Maintain control systems to ensure accurate representation of client health
• Manage each customer’s backlog, accurately set expectations and deliver to timelines
• Lead client account review meetings and ensure preparation for the meetings has been completed before the meeting

Qualifications

• Excellent interpersonal skills, able to communicate with a wide range of people
• Strong customer service ethic
• Work well in a team setting
• Reliable and ethical, respecting customers’ confidentiality
• Strong decision-making skills and the ability to take the lead
• Ability to manage risk
• Proactive, highly self-motivated, and organised
• Flexibility as there may be travel involved
• Comfortable approaching people
• Good numeracy skills
• Ability to understand complex technical concepts and explain these in simple terms
• One to two years’ experience in a customer-facing, or similar, role.
• We would also be interested in hearing from individuals with relevant University degrees who would like to start getting first‑hand experience in a customer/operational role.