Customer Success Manager

GCS; Tunstall; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

GCS seeks an experienced Customer Success Manager - Team Leader to lead engagement across a portfolio of managed service accounts and mentor a Customer Success team.

You will build strong client relationships, chair service reviews, manage escalations, and work with technical, project and commercial teams to drive customer satisfaction, retention and growth in a Hybrid UK role.

Qualifications

• Experience in Customer Success, Service Delivery or Account Management.
• Background in Managed Services, Cloud, Cyber Security, or Technology.
• Strong stakeholder management and service governance experience.
• Knowledge of SLAs, KPIs, service reviews, and customer lifecycle management.
• Previous team leadership or mentoring experience desirable.
• ITIL Foundation or equivalent experience advantageous.

Responsibilities

• Lead customer engagement across a portfolio of managed service accounts.
• Mentor and coach the Customer Success team to deliver value.
• Build and maintain strong client relationships and trust.
• Chair service reviews and manage escalations to resolution.
• Oversee SLAs and KPIs to ensure performance and satisfaction.
• Collaborate with technical, project and commercial teams to drive growth.

Skills

Customer Success

Service Delivery

Account Management

Client Relationship

Stakeholder Management

Service Governance

SLA/KPI Management

Team Leadership

Cloud/IT Services

Managed Services

Job description

Customer Success Manager - Team Leader

Hybrid | UK

Competitive Salary + Benefits

We're looking for an experienced Customer Success Manager - Team Leader to lead customer engagement across a portfolio of managed service accounts while supporting and mentoring a Customer Success team.

You'll build strong client relationships, chair service reviews, manage escalations, oversee SLAs and KPIs, and work closely with technical, project, and commercial teams to drive customer satisfaction, retention, and growth.

Key Requirements:

• Experience in Customer Success, Service Delivery, Account Management, or Client Relationship Management
• Background in Managed Services, Cloud, Cyber Security, Infrastructure, or Technology
• Strong stakeholder management and service governance experience
• Knowledge of SLAs, KPIs, service reviews, and customer lifecycle management
• Previous team leadership or mentoring experience desirable
• ITIL Foundation or equivalent experience advantageousThis is an excellent opportunity to join a growing organisation delivering business-critical services within a dynamic technology environment.