Customer Success Manager

Confidential; Tunbridge Wells; Hybrid; GBP 37,000 - 40,000; Full time

Benefits offered by this job

21 days holiday

EAP

Profit related bonus

Hybrid working

Pension

Free parking

Expenses and mileage

Job summary

Confidential in Tunbridge Wells is seeking a confident and proactive Customer Success Manager to join their team. This hybrid role combines field work with weekly office presence, covering the UK, with flexibility for travel and client visits.

You will manage a diverse portfolio of clients, renewals, upsell opportunities, and ensure high service levels while building trusted relationships through regular communication and onsite visits. Strong organisational and CRM skills are essential.

Responsibilities

• Develop and maintain strong, long-term relationships with clients.
• Conduct regular check-ins and face-to-face visits to understand client needs, visiting onsite / bi-annually.
• Manage renewals and identify opportunities for upselling and cross-selling.
• Proactively address client concerns and mitigate risks to ensure satisfaction.
• Maintain accurate and up-to-date client records using CRM and other business systems.
• Collaborate with internal teams to align services with client expectations.
• Travel regularly across the UK to meet clients and foster relationships.

Job description

Customer Success Manager

Location: Tunbridge Wells. (Field/Remote based, but in Tunbridge Wells Office once a week with team.)

Monday - Friday 9-5pm (flexibility depending on travel)

Salary: 37,000 - 40,000 per annum basic + Commission Based Structure (Monthly) and Company Related Bonus (annually). (OTE 50/55 K)

Benefits

• 21days holiday + Bank Holiday, increasing with service
• EAP
• Company Profit Related Bonus
• Hybrid Working
• Pension
• Free Parking
• Expenses and Mileage

Our client is seeking a confident and proactive Customer Success Manager to join their team. This is an exceptional opportunity to manage and develop relationships with a diverse portfolio of clients, ensuring they receive the highest level of customer service.

In this pivotal role, the Customer Success Manager will take ownership of client relationships, gaining a deep understanding of their needs and priorities. Through regular communication and face-to-face visits, the successful candidate will build trusted relationships, manage renewals, identify risks and opportunities, and ensure that commitments are met.

You will be looking after the Top Portfolio of clients (circa 50-80 clients), so all existing clients located in Sheffield, Midlands, South East Region and the M4 Corridor.

Key Responsibilities

• Develop and maintain strong, long-term relationships with clients.
• Conduct regular check-ins and face-to-face visits to understand client needs, visiting onsite / bi-annually.
• Manage renewals and identify opportunities for upselling and cross-selling.
• Proactively address client concerns and mitigate risks to ensure satisfaction.
• Maintain accurate and up-to-date client records using CRM and other business systems.
• Collaborate with internal teams to align services with client expectations.
• Travel regularly across the UK to meet clients and foster relationships.

What Our Client Is Looking For

• Proven experience in client success, account management, relationship management, or a similar client-facing role.
• Exceptional relationship-building skills with the confidence to communicate effectively with diverse stakeholders.
• A proactive and organised approach, capable of managing multiple clients and competing priorities.
• Strong commercial awareness and an understanding of client retention and renewals.
• Excellent written and verbal communication skills, with a keen attention to detail.
• A disciplined approach to maintaining accurate client records.
• Familiarity with CRM systems and other business tools.
• A collaborative, service-focused mindset that prioritises client satisfaction.
• Willingness to travel regularly, with a full UK driving licence required for client visits.

This role is ideal for an experienced client-facing professional who enjoys building meaningful relationships and taking ownership of their work. As a Customer Success Manager, you will play a vital role in strengthening client relationships, supporting retention, and contributing to the continued growth of an exciting portfolio of clients.

We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.