Customer Success Manager

Career Choices Dewis Gyrfa Ltd; Telscombe; On-site; GBP 55,000 - 60,000; Full time

Job summary

A leading facilities management company is seeking an experienced Customer Success Manager to effectively lead compliance and quality assurance for key client contracts. The successful candidate will oversee Headlease Inspections while ensuring effective management of budgets and delivering service excellence. Strong leadership and a recognised qualification in Facilities Management are essential. This role offers a competitive salary between £55,000 and £60,000, alongside additional benefits including a car allowance and bonus.

Benefits

Car Allowance

Bonus

Pension

Holidays

Qualifications

• Recognised qualification in Facilities Management, Customer Service or Management (Level 5 or above).
• Proven experience in a senior, client-facing role.
• Solid commercial awareness, including financial planning, P&L control.

Responsibilities

• Support the Account Director in delivering strategic objectives.
• Manage and review P&L budget lines, controlling costs.
• Build strong, long-term relationships with client stakeholders.

Skills

Strong leadership and people management

Excellent communication skills

Commercially astute with strong analytical ability

IT literacy

Education

Recognised qualification in Facilities Management or Management

Job description

£55,000 to £60,000 per year, Car Allowance, Bonus, Pension, Holidays

Contract Type:

Permanent

Hours:

Full time

Disability Confident:

Yes

Closing Date:

22/02/2026

About this job

Customer Success Manager Salary: £55,000 - £60,000 Benefits: Car Allowance, Bonus, Pension, Holidays, Many More Benefits Location: Field-based The Role We are looking for an experienced Customer Success Manager to lead the compliance, quality assurance and performance of a key client contract.

You will ensure all contractual obligations are met, budgets are effectively managed, and service excellence is consistently delivered.

A key part of the role will be overseeing the delivery of planned Headlease Inspections across the Arch Co account, while working closely with the client and internal stakeholders to drive continuous improvement, commercial value and long-term partnership success.

Key Responsibilities Support the Account Director in delivering strategic objectives and business plan outcomes Identify and mobilise opportunities for organic growth within the contract Review KPI performance, providing insight and mitigation where required Embed performance reporting into business-as-usual activity Manage and review P&L budget lines, controlling costs and minimising financial risk Ensure full compliance with contractual and commercial terms Manage variations, including add/remove service requests Work with finance partners to develop accurate forecasting and financial models Identify and eliminate unnecessary costs and inefficient activity Line manage site inspectors to ensure headlease inspections are delivered on time and to standard Build strong, long-term relationships with client stakeholders Lead regular client meetings, ensuring value for money and service excellence Drive a culture of continuous improvement across the facilities function Coach, develop and motivate team members through change and growth Provide strong leadership to ensure quality, safety and performance standards are consistently met

Requirements Qualifications (Essential): Recognised qualification in Facilities Management, Customer Service or Management (Level 5 or above) Desirable: Membership of a relevant professional body (e.g.

IWFM, RICS or engineering institution) Relevant Health & Safety qualification Experience & Knowledge Proven experience in a similar senior, client-facing role Track record of managing multi-site commercial operations or facilities maintenance Experience managing senior stakeholders and high-profile clients Strong leadership experience with operational and field-based teams Demonstrated success in continuous improvement and performance optimisation Strong understanding of hard and soft FM services and contractor management Solid commercial awareness, including financial planning, P&L control and forecasting Knowledge of compliance, quality management, H&S and duty of care obligations Skills & Competencies Strong leadership and people management capability Excellent communication and stakeholder engagement skills Commercially astute with strong analytical and decision-making ability Resilient and adaptable in a fast-paced environment Confident managing change and driving improvement initiatives IT literate with the ability to present data and insights clearly

Proud member of the Disability Confident employer scheme