Customer Success Manager

Modular Data; United Kingdom; Remote; GBP 50,000 - 55,000; Full time

Benefits offered by this job

Remote working within the UK

25 days annual leave + bank holidays

Pension contributions up to 8%

Professional development budget

Recruitment referral bonuses

Job summary

Modular Data is looking for a Customer Success Manager to own client relationships across multiple live engagements in the UK public sector context. You will chair governance meetings, drive actions to closure, and coordinate delivery teams to ensure on-time, high-quality outcomes.

You will also identify follow-on work, manage commercial aspects, and maintain account plans, with remote UK work and occasional client-site travel.

Qualifications

• Experience owning client accounts in a consultancy or professional services.
• Strong ability to chair client meetings and governance with senior stakeholders.
• Experience directing delivery teams on data or digital projects.

Responsibilities

• Own the client relationship across live engagements and chair governance meetings.
• Drive actions and risks to closure from client meetings.
• Grow account by spotting follow-on work and engaging Growth.

Skills

Client relationship management

Governance & oversight

Delivery coordination

Public sector experience

Job description

About Modular Data

Modular Data is a UK data and AI business working with central government and the wider public sector. We are both a consultancy and a technology provider. We advise clients on how to use their data, and we build and run the platforms and tools that deliver it.

We are a small, delivery-focused company, so roles here are broad and people run their own area. Our delivery capability is built from a mix of permanent staff and specialist contractors deployed onto client engagements.

Purpose of the role

The Customer Success Manager is Modular Data's centralised point of contact for the client. Every client conversation runs through this role, so the relationship sits in one place and the delivery team can concentrate on the work.

The Customer Success Manager leads the client relationship. That means chairing client checkpoints, reviews and governance, setting the agenda for them and driving the resulting actions to closure. Delivery colleagues are brought in where their detail is needed, and are not otherwise involved in client management.

Managing the client means managing delivery. The account cannot be healthy and the client cannot be satisfied unless the work lands on time and to standard, so the Customer Success Manager directs the delivery team on the account: setting priorities, holding people to what was committed, and dealing with problems before they reach the client.

The role is also responsible for growing the account, and being in every client conversation is what makes that possible. The next piece of work is usually visible in a checkpoint long before it reaches open procurement.

This is not a new business role. The work is with the clients we already have.

Key responsibilities

Owning the client relationship

• Act as the centralised point of contact for the client across every live engagement
• Chair client checkpoints, reviews and governance meetings, and set the agenda for each
• Drive the actions, decisions and risks coming out of client meetings through to closure
• Map and maintain relationships across the client organisation, not only the immediate contact
• Make sure the client always knows who to call, and that nothing depends on one delivery person being available
• Handle escalations and resolve issues before they affect the relationship

Account growth and development

• Own the commercial relationship and the plan for growing it
• Spot follow-on work and extensions in client conversations and bring them to the Growth function
• Maintain an account plan covering stakeholders, live work and opportunities
• Keep track of contract end dates and renewal timing so opportunities are raised in good time
• Develop client references, testimonials and case studies from delivered work

Managing delivery on the account

• Direct the delivery team on the account, setting priorities and sequencing against what the client expects
• Hold the team to agreed scope, milestones and dates, and chase what is slipping
• Review what goes to the client before it goes, and send it back where it is not ready
• Resolve blockers, and elevate to the founders where they cannot be resolved on the account
• Translate client priorities and changes into clear direction for the delivery team
• Protect delivery time by handling client communication centrally
• Flag resourcing needs early so associates can be lined up in good time
• Support onboarding of associates onto the account, including clearance and client access

Commercial and contract administration

• Maintain contract records, extension dates and notice periods
• Support the production of statements of work, change requests and extensions
• Keep CRM and pipeline records current
• Track account revenue with the founders

Reporting

• Produce account and pipeline reporting for the leadership team
• Maintain a forward view of the account, including live work, risks and upcoming decisions
• Report on account growth against agreed targets

Where the role sits

The Customer Success Manager works across three groups:

The Client

• Senior stakeholders across digital, data and commercial teams
• Several live engagements running at once

The Delivery Team

• Specialist data, BI and engineering associates
• Directed by the Customer Success Manager on the account
• Focused on delivery, not client management

Founders and Growth

• Direct line to the CEO and COO
• Works alongside the Chief Growth Officer
• Commercial decisions made quickly

What success looks like

First three months

• Established as the client's main contact, with client communication routing through the role
• Chairing client checkpoints and reviews
• Full working knowledge of every live engagement, its scope and key stakeholders
• A clear forward view of contract end dates and re-procurement timing

First six months

• Delivery on the account running to agreed dates, with slippage caught internally before the client raises it
• Delivery colleagues attending client meetings only where their detail is needed
• Follow-on opportunities identified and handed to the Growth function in good time
• Client references or a case study agreed from at least one delivered engagement

First twelve months

• Measurable revenue growth in the account
• At least one extension or follow-on contract secured
• A referenceable case study in place

Person specification

Essential Experience

• Experience owning client accounts in a consultancy, agency or professional services business
• Experience chairing client meetings and governance with senior stakeholders
• A track record of growing revenue within existing accounts
• Experience working with UK public sector clients, or a strong working understanding of how public sector buying works
• Experience directing or managing technical delivery teams on data or digital projects, including holding people to dates and standards

Essential Skills & Attributes

• Confident with senior client stakeholders, including at director level
• Able to hold a client conversation without needing a delivery colleague in the room
• Comfortable holding delivery colleagues to account, including associates they do not line manage
• Commercially minded, able to spot an opportunity in a delivery conversation
• Well organised, able to keep several engagements moving at once
• Clear written communication for client-facing documents and internal reporting
• Comfortable in a fully remote role, self-directing without supervision
• Sound judgement handling confidential client and commercial information

Essential (Other)

• Eligible for and willing to undergo BPSS clearance
• Full right to work in the UK without requiring sponsorship

Desirable

• Experience with Central Government clients
• Working understanding of data, MI, analytics or AI delivery
• Familiarity with public sector procurement routes such as G-Cloud and Digital Outcomes and Specialists
• Experience contributing to bids and tender responses
• An existing network in UK public sector digital and data
• Experience of associate or contractor delivery models

How we work

We work remotely within the UK and this role is home-based, with travel to client sites and meetings as the account requires. Everything operational lives in shared, centrally accessible systems, not in individual inboxes or on local drives.

In a business this size, commercial decisions get made quickly and you will be close to the people making them. The role has real autonomy and we will expect you to own the client relationship without waiting for direction, and to tell us straight when something is not working.

What we offer

• Salary of £50,000 to £55,000 depending on experience, plus uncapped recruitment referrals bonuses on referrals which lead to a successful direct hire (in line with our referral policy)
• 25 days annual leave plus bank holidays (plus an additional day after 12 months in the role)
• Pension contributions matched up to 8%
• Professional development budget
• Remote working

Other Information

• Applicants must be eligible for and willing to undergo BPSS. Higher clearance may be required for some client accounts and will be sponsored where required.
• Currently no direct reports - there may be the opportunity for line management later. Will provide direction to staff deployed on the relevant accounts where appropriate.